Case #989 — Marlow London

Good afternoon  Received my order this afternoon and it's too small. HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS Regular price £135.00  Sale price £39.95 Save 70% I need to return,  please confirm how I do this and also to receive a full refunds. Thank you  Debs Davies  Sent from Outlook for Android

Appreciate your quick response. I'd like a refund please   no exchange.  The item received does state size L, which is too small. Thank you and I look forward to receiving return/ refund details. Regards Debs  Sent from Outlook for Android From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, July 29, 2026 2:07:38 pm To: debdavies@btinternet.com <debdavies@btinternet.com> Subject: Re: Order no #1968 Hi Debs, Thank you for getting in touch, and I'm sorry the size wasn't quite right for you. Good news! I can see your order #1968, and we can absolutely arrange a free replacement in the correct size for you. You can keep the one you already have with our compliments, and there's nothing to send back. Just let me know which size you'd like instead and I'll get that sorted for you straight away. If you'd rather not exchange, just let me know and I can look at other options too. Warm regards, Anna Customer Care Team Marlow London

Hi Anna   Thank you for your response and for outlining the options available.   I appreciate your offer of either a 10% cashback while keeping the item, or a free replacement in a different size while also allowing me to keep the original item.   However, as the item is not suitable for me, I would prefer a full refund rather than a replacement. I'm struggling to understand why a full refund is not being offered when you are prepared to send a replacement free of charge and allow me to retain the original item.   From my perspective, if you are happy for me to keep the current item, I could donate it to a local charity or pass it on to someone who can make use of it, avoiding unnecessary waste and the environmental impact of international return shipping.   Could you please explain why a full refund is not possible in these circumstances? Given the options you've already offered, a full refund while allowing me to retain and responsibly donate the item would seem to be a reasonable and practical solution.   I look forward to hearing from you. Regards,  Debs Davies   Sent from Outlook for Android From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, July 29, 2026 3:12:48 pm To: debdavies@btinternet.com <debdavies@btinternet.com> Subject: Re: Order no #1968 Hi Debs, Thank you for your reply, and I'm sorry the size isn't quite working for you. I completely understand you would prefer a refund. Before we arrange that, I wanted to put forward something I think genuinely works better for you: a 10% cashback back to your original payment method, and you keep the item. The money lands instantly to your card, whereas a return would mean paying for international shipping from your own pocket and waiting weeks for the refund to process. Alternatively, if you'd prefer, a free replacement in the correct size to the same address, and you keep the one you have. Which works better for you? Just let me know and I'll sort it right away. Warm regards, Anna Customer Care Team Marlow London

Thank you for your response.  I confirm acceptance of the £20 refund and I will donate the item to Forget Me Not Children's Hospice, my local Hospice to help raise funds. I look forward to receiving the credit. Thank you for your time. Debs  Sent from Outlook for Android From: support@marlow-london.com <support@marlow-london.com> Sent: Sunday, August 2, 2026 2:29:05 pm To: debdavies@btinternet.com <debdavies@btinternet.com> Subject: Re: Order no #1968 Hi Debs, Thank you for coming back to me, and the thought behind your message really stood out. Offering to pass the tankini on to a local charity so it reaches someone who will use it, rather than sending it on a long journey back overseas, is a genuinely good instinct and we admire it. Here is the honest arithmetic behind what I would like to offer. Our returns go back to our supplier overseas, and under our normal returns policy that postage would have come out of your own pocket at £19.95, with a wait of three to four weeks before anything reached you. So here is what I would like to do instead. We refund you the item price less that return postage, which comes to £20.00 back on your original card, and you keep the tankini to donate exactly as you described. Nothing goes back overseas, nothing is wasted, and you are no worse off than if you had posted it yourself. If you are happy with that, just reply to confirm and I will get it processed straight away. Warm regards, Anna Customer Care Team Marlow London