Complaint procedureWe want to provide quality service, which is why we highly value your opinion and experience. All our products are handmade by people. Nevertheless, despite plenty of training and years of staff experience, small human errors may sometimes occur that go unnoticed during our quality control checks. If you have a complaint after the delivery of one of our Chesterfield products, we would like to hear about it as soon as possible. Like all our customers, you deserve to receive a high-quality product from us, which is why we are happy to resolve any complaints promptly.
How we handle a complaintOur complaints procedure works as follows: complaints regarding the fulfilment of the agreement must be submitted to House of Chesterfield clearly and completely described, within a reasonable period, after the consumer has noticed the defects. The submitted complaints will be responded to within a period of 14 days, counting from the date of receipt. If a complaint requires a foreseeably longer processing time, House of Chesterfield will respond within 14 days with a confirmation of receipt, and an indication of when the consumer can expect a more detailed answer.
If you are not satisfied with the settlement of your complaint, you can also submit it to the Home-Shopping Disputes Committee (https://www.degeschillencommissie.nl/english/) or to this Disputes Committee via the European ODR Platform (https://ec.europa.eu/consumers/odr/).