Complaints procedure lingerie

  • The entrepreneur has a sufficiently well-known complaints procedure and handles the complaint in accordance with this complaints procedure.
  • Complaints about the performance of the agreement must be submitted to the entrepreneur within a reasonable time, fully and clearly described, after the consumer has discovered the defects.
  • Complaints submitted to the entrepreneur will be answered within 14 calendar days from the date of receipt. If a complaint requires a foreseeably longer processing time, the entrepreneur will respond within 14 calendar days with a confirmation of receipt and an indication of when the consumer can expect a more detailed response.
  • If the complaint cannot be resolved by mutual agreement, a dispute arises that is subject to the dispute resolution procedure.
  • Complaints procedure:
    If you have a complaint or suggestion, you can send it by email to klantenservice@esterella.nl or by post to our following address:

    Esterella Lingerie BV
    Customer Service
    Town Hall Street 40
    6411 HM Heerlen

    We will do everything we can to resolve your complaint as quickly as possible. After receiving your complaint, we will respond within two business days to find a solution as quickly as possible.

Warranty & complaints procedure when purchasing a breast prosthesis

Breast prostheses come with a two-year manufacturer's warranty from the date of purchase. This warranty covers manufacturing defects.

External damage, such as holes in the foil and wear and tear, is not covered by the warranty. Exposure to skin acids, oils, and perspiration can shorten the lifespan of the prosthesis.

If you wish to make a warranty claim or are dissatisfied with our service, please contact Esterella Lingerie. We will always handle your complaint personally and try to resolve it to your satisfaction, within our means.

We are affiliated with the complaints committee Erisietsmisgaan.nl . If you are unable to reach an agreement with us, you can contact this independent complaints committee.
If you have any questions about your prosthesis or your health insurance coverage, please call us at +31 (0)45 - 5714103. Breast prostheses are covered by basic health insurance. Therefore, your health insurer may charge you a deductible.