FAQ's

Frequently Asked Questions (FAQ)

Welcome to the DESKO FAQ page. Here you will find answers to the most common questions about our products, refunds, shipping, warranty, payments, policies, and more.

If you need further assistance, our support team is available 7 days a week.

SHIPPING & DELIVERY

1. Which countries do you ship to?

DESKO currently ships exclusively to the United Kingdom.
We do not offer international delivery outside the UK at this time.

2. How much does shipping cost?

We offer two simple delivery options:

  • Standard Tracked Delivery —free
  • Express Tracked Delivery with Loss & Damage Insurance—£4.90

No hidden fees or surprise charges.

3. How long does delivery take?

Delivery times:

  • Standard Delivery: 3–7 business days (Monday to Sunday)

Processing time: 1–2 business days (Monday to Sunday)

Order cut-off: 5:00 PM (GMT+00:00) Greenwich Mean Time (London).

4. Will I receive tracking information?

Yes.
Your tracking number will be emailed within 24–48 hours after your order ships.
You can track your shipment from dispatch to final delivery.

5. What happens if I miss the delivery?

If you are unavailable:

  • The courier may attempt delivery again
  • They may leave a card for redelivery.
  • They may return the item to the depot
  • They may return the item to DESKO

Re-delivery fees may apply depending on the courier.

6. What if my order is delayed?

Delays may occur due to:

  • Customs processing
  • Weather conditions
  • Seasonal congestion
  • Courier disruptions

If your parcel exceeds the estimated timeframe, contact us for assistance.

7. What if my package is lost?

If tracking stops updating or the courier cannot locate your parcel:

  1. We open an investigation
  2. The courier confirms “lost” status
  3. We provide a full refund or a replacement

Your satisfaction is our priority.

RETURNS & REFUNDS

8. What is your return policy?

You can return unused, undamaged items within 30 business days (Monday to Sunday) of delivery.

Products must be:

  • In original packaging
  • Unused
  • Free from damage
  • Including all accessories

See our Return & Refund Policy for full details.

9. Do you offer free returns?

Return shipping is:

  • free for defective, damaged, or incorrect items
  • Customer-paid for change-of-mind returns

10. How do I start a return?

Email us at support@desko.co with:

  • Your name
  • Order number
  • Reason for return
  • Photos if defective/damaged

We will provide return instructions.

11. When will I receive my refund?

Refund timeline:

  • Inspection: 2–3 business days (Monday to Sunday)
  • Processing: 7 business days (Monday to Sunday)

Refunds are issued to the original payment method.

12. Do you offer exchanges?

We only exchange items if:

  • The product is defective
  • The product arrives damaged
  • The incorrect item was sent

For all other cases, customers must return the item for a refund.

CANCELLATIONS & ORDER CHANGES

13. Can I cancel my order?

Yes. You may cancel your order within 24 hours of purchase.

After 24 hours or once the order ships, cancellation is no longer possible.

14. Can I change my shipping address?

Changes can be made within 24 hours of ordering. After that, modifications cannot be guaranteed.

15. My order already shipped—what now?

Cancellation or changes are not possible once the order is shipped.
You must wait to receive it and then request a return.

WARRANTY & PRODUCT ISSUES

16. What kind of warranty do you offer?

All DESKO products include a 1-year limited warranty covering:

  • Manufacturing defects
  • Mechanical faults
  • Structural issues

This warranty complies with the UK Consumer Rights Act 2015.

17. What is not covered under warranty?

Warranty exclusions:

  • Accidental damage
  • Wear and tear
  • Improper assembly
  • Commercial use
  • Misuse or neglect
  • Water damage
  • Modifications

18. How do I make a warranty claim?

Email us at support@desko.co with:

  • Order number
  • Photos/videos of the issue
  • Description of the problem

We respond within 1–2 business days (Monday to Sunday).

19. Will you send replacement parts?

Yes—if the fault is minor and repairable, we send replacement parts free of charge.

20. What if my item cannot be repaired?

If a defect cannot be fixed, we will provide:

  • A replacement
  • OR a full refund (if replacement is not available)

PRODUCT INFORMATION

21. Are your chairs ergonomic?

Yes. Every DESKO chair is designed using:

  • Ergonomic principles
  • Lumbar support
  • Adjustable mechanisms
  • Breathable mesh or premium cushioning

Our goal is to support comfort, posture, and productivity.

22. Which chair is best for long working hours?

Best chairs for long usage:

  • Aven – Ergonomic mesh airflow
  • Lyvo – Advanced lumbar support
  • Aeris – Executive comfort with footrest
  • Lunor—High-back support with footrest

23. Do you offer chairs with footrests?

Yes, we offer:

  • Ossia
  • Aeris
  • Lunar

These include retractable footrests for deeper relaxation.

24. Do your standing desks support heavy loads?

Yes. The Atlas Dual-Motor Standing Desk supports high weight loads and smooth height adjustment.

25. Do footrests really help posture?

Yes. Our footrests:

  • Improve circulation
  • Reduce lower-back strain
  • Enhance comfort during long sitting hours

Choose between:

  • Cloud – Soft cushioning
  • Arc – Curved ergonomic support
  • Flow—Rocking motion for active sitting

PAYMENTS & SECURITY

26. Which payment methods do you accept?

We support:

  • Visa
  • Mastercard
  • American Express
  • Discover
  • Diners Club
  • UnionPay
  • Elo
  • JCB
  • Apple Pay
  • Google Pay
  • Shop Pay
  • PayPal

27. Is my payment information secure?

Yes. Payments are processed by PCI-certified providers using encryption and fraud protection tools.
DESKO never stores your full card details.

28. When will my card be charged?

Your card is charged immediately upon checkout.

29. Why did my payment fail?

Common reasons:

  • Incorrect card information
  • Insufficient funds
  • Bank security block
  • Expired card
  • Billing address mismatch

Try another method or contact your bank.

PRIVACY & DATA PROTECTION

30. Do you comply with UK GDPR?

Yes. DESKO follows:

  • UK GDPR
  • Data Protection Act 2018
  • PECR regulations

We protect personal data with encryption and secure storage systems.

31. Do you share my information with third parties?

We never sell personal data.
We only share information with:

  • Payment processors
  • Shipping partners
  • Fraud prevention tools
  • Email service providers
  • Analytics platforms

All partners are GDPR-compliant.

32. How can I request my data or account deletion?

Email us at support@desko.co and request:

  • Data access
  • Correction
  • Deletion
  • Portability

We respond within 30 days.

ORDER CONFIRMATION & TRACKING

33. Will I receive order confirmation?

Yes. After payment, you receive:

  • Order confirmation email
  • Invoice
  • Tracking email once shipped

34. My tracking link isn’t updating—what should I do?

Tracking updates may be delayed while parcels move between carriers.
If no update appears for 72 hours, contact us.

35. My tracking says delivered, but I can’t find my parcel.

Please:

  1. Check with neighbors
  2. Check safe delivery spots
  3. Review GPS proof from the courier
  4. Contact us if still missing

We will help investigate.

ACCOUNT & WEBSITE USE

36. Do I need an account to place an order?

No. You can check out as a guest.
Creating an account gives:

  • Faster checkout
  • Order history access
  • Saved preferences

37. How do I update my account information?

Login → Account → Edit Details.

38. Can I store multiple shipping addresses?

Yes—account users can save multiple addresses.

SAFETY & PRODUCT CARE

39. Are DESKO products safe to assemble?

Yes, when following the instruction manual.

Safety recommendations:

  • Assembly by two people for large chairs/desks
  • Use tools properly
  • Avoid overtightening screws
  • Keep packaging away from children

40. Do you provide assembly instructions?

Yes. Every product includes:

  • Printed instructions
  • Online PDF available upon request

41. How should I maintain my chair?

Tips:

  • Clean mesh weekly
  • Tighten screws every 3 months
  • Avoid exposure to heat or moisture
  • Use a soft cloth and mild cleaner

LEGAL & POLICY QUESTIONS

42. What laws apply to my purchase?

For UK customers:

  • UK consumer laws apply
  • Consumer Rights Act 2015 protects you
  • UK GDPR governs your privacy

Operational matters follow U.S. law.

43. Where can I read your full policies?

You can find all policies in the footer:

44. How do I contact customer support?

Free Tracked Delivery

Free UK delivery with shipment tracking.

Easy Returns

Exchange or request a refund with a simple return process.

Dedicated Customer Support

24/7 Support available by email or phone.

Secure Payment

All transactions are encrypted and protected by SSL security.