We want to provide quality service, which is why we highly value your opinion and experience. All our products are handmade by people, and 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.
Our complaints procedure is as follows:
Complaints about the fulfilment of the agreement must be made to Chesterfield.com within a reasonable period of time after the consumer has noticed the defects, fully and clearly described with photos. Complaints can be made about the products or the service. The complaint will be answered within a period of 2 working days, starting from the date of receipt. If a complaint requires a foreseeable longer processing time, Chesterfield.com will reply within 14 days with a confirmation of receipt, and an indication of when the consumer can expect a more detailed answer.
A complaint can also be submitted via a complaints form on our site. If the complaint cannot be resolved by mutual agreement, a case may arise that is subject to the consumer complaints procedure. More information about the Consumer Complaints Board can be found at www.sgc.nl
Alternatively, in the event of a complaint or dispute, you can contact http://ec.europa.eu/consumers/odr/