Updated2 September 2026
This Shipping & Delivery Policy explains how DeskStack handles the dispatch, delivery and replacement of equipment purchased or rented through our website.
This policy should be read alongside our Terms & Conditions and, where applicable, your DeskStack Rental Agreement.
01Delivery Area
DeskStack primarily delivers to business addresses within the United Kingdom.
Our standard delivery service covers most UK mainland addresses. Deliveries to Northern Ireland, the Scottish Highlands and Islands, the Isle of Man, the Channel Islands and other remote or offshore locations may take longer and may be subject to additional delivery charges.
Where an additional delivery charge applies, we will make this clear before dispatch wherever reasonably possible.
We reserve the right to decline delivery to an address where we are unable to arrange a suitable or secure delivery service.
02Delivery Charges for Purchases
Standard UK delivery is free on purchases made through DeskStack, unless a different delivery charge is clearly displayed before you complete your order.
This applies to products purchased outright rather than rented through a DeskStack monthly rental agreement.
If an enhanced, timed, specialist or non-standard delivery service is requested, an additional charge may apply.
Any applicable charges will be confirmed before the order is completed or dispatched.
03Delivery Charges for Rental Orders
For equipment rented through DeskStack:
Standard UK delivery is free where the total monthly rental value of the order is £15.00 or more excluding VAT.
Where the total monthly rental value is below £15.00 excluding VAT, a delivery charge may apply.
Any applicable delivery charge will be clearly shown or communicated before the rental order is completed.
Eligibility for free delivery is based on the combined monthly rental value of the equipment included in the relevant order.
04When Rental Equipment Will Be Dispatched
Rental equipment will normally be prepared for dispatch after:
the rental application has been accepted where approval is required;
any requested business, identity or eligibility checks have been completed;
the applicable Rental Agreement has been completed or signed;
any required initial payment, deposit or payment authority has been successfully completed; and
the relevant equipment is available and ready for dispatch.
Completing an application or placing equipment in your basket does not by itself guarantee that equipment has been allocated or dispatched.
05Order Processing
We aim to process accepted orders as quickly as reasonably possible.
Orders placed outside normal working hours, on weekends or on UK bank holidays will normally begin processing on the next working day.
Some products may require additional preparation before dispatch, including:
testing;
data erasure;
operating system installation or reset;
cleaning;
configuration;
PAT testing where applicable;
quality checks; or
packaging.
We will not knowingly dispatch rental equipment before we are reasonably satisfied that it is ready for use.
06Delivery Times
Any delivery date or timeframe shown on our website or communicated to you is an estimate unless we expressly agree otherwise in writing.
We aim to dispatch orders promptly, but delivery times can be affected by circumstances outside our reasonable control, including:
courier delays;
adverse weather;
transport disruption;
unusually high demand;
stock availability;
technical or processing issues;
incorrect delivery details;
remote delivery locations; or
other events outside our reasonable control.
We cannot guarantee that a courier will deliver an item on a particular day unless this has been expressly agreed as a guaranteed delivery service.
Where we become aware of a significant delay, we will try to keep you informed.
07Next-Working-Day Replacement Aim
One of the key benefits of DeskStack rental is our replacement support for covered equipment.
If a covered rental item develops a qualifying fault, we aim to dispatch replacement equipment on the next working day after the fault has been reported and we have confirmed that replacement is appropriate.
This is a next-working-day replacement dispatch aim and not a guaranteed next-day delivery service.
The time at which a fault is reported, troubleshooting requirements, replacement stock availability, delivery location and courier performance may affect how quickly a replacement reaches you.
Where possible, we will prioritise replacement requests to minimise disruption to your business.
08Replacement Equipment
Before authorising a replacement, we may ask you to carry out reasonable troubleshooting so that we can establish whether the equipment is faulty and whether the issue can be resolved remotely.
Where a replacement is approved, we will normally provide:
the same product; or
where the same product is unavailable, an equivalent or better product with broadly comparable functionality and specifications.
Replacement equipment does not necessarily have to be the same brand, model, colour, age or cosmetic condition as the original equipment.
Any replacement will remain subject to the relevant Rental Agreement.
Our replacement service relates to qualifying faults covered under the rental service. It does not automatically cover loss, theft, accidental damage, misuse, deliberate damage or damage caused by failure to use the equipment appropriately. These circumstances will be handled in accordance with the Rental Agreement.
09Returning Faulty Equipment
Where replacement equipment is supplied, we may require the faulty equipment to be returned to us.
We will provide reasonable instructions for returning the equipment and, where appropriate, arrange or provide a return method.
Customers must take reasonable care of equipment awaiting collection or return.
Failure to return rental equipment when requested may result in charges being applied under the applicable Rental Agreement.
10Delivery Address
Customers are responsible for providing a complete and accurate delivery address.
For rental orders, we may require equipment to be delivered to:
the customer's registered business address;
a verified trading address;
an approved workplace; or
another address that we have agreed to accept.
Where a customer requests delivery to an address that differs from information supplied during the application or verification process, we may carry out additional checks before dispatch.
We may delay or decline dispatch where we reasonably believe further verification is required.
11Changing a Delivery Address
If you need to change the delivery address, please contact us as soon as possible.
Once an order has been dispatched, it may not be possible to redirect it.
We are not responsible for delays or additional charges caused by a customer providing incorrect or incomplete address information.
Where additional courier charges arise because of an incorrect address or a requested redirection, we may pass the reasonable cost of those charges on to the customer.
12Tracking Information
Where tracking is available, we may provide tracking information by email, through your DeskStack account or directly through the relevant courier.
Tracking information is provided by the courier and may occasionally take time to update after dispatch.
13Receiving Your Delivery
You should inspect the parcel and equipment as soon as reasonably possible after delivery.
Please contact DeskStack promptly if:
an item appears to have been damaged during transit;
the packaging is significantly damaged;
an item is missing;
you receive the wrong item; or
the contents of the delivery do not match your order.
We may ask you to provide photographs of:
the external packaging;
the shipping label;
the damaged area;
the equipment received; and
any other relevant packaging or contents.
This helps us investigate the issue with the courier and resolve the matter as quickly as possible.
14Damaged Deliveries
Where equipment is damaged during delivery, please do not dispose of the packaging unless we confirm that it is no longer required.
We may need the original packaging or photographs of it to make a claim against the courier.
For rental equipment, we will work with you to arrange a replacement or another appropriate resolution where the equipment has arrived damaged.
15Missing Items
Where an order contains several products, they may sometimes be dispatched in more than one parcel.
If an item appears to be missing, please check any tracking information provided before contacting us.
If the tracking information indicates that all parcels have been delivered but an item is still missing, please contact DeskStack so that we can investigate.
16Failed Delivery Attempts
If nobody is available to accept a delivery, the courier may:
attempt delivery again;
leave the parcel at an authorised safe location;
deliver it to an authorised collection point;
contact the recipient for further instructions; or
return the parcel to us.
The precise process depends on the courier used.
Customers should follow the courier's instructions where a delivery attempt has been missed.
17Orders Returned to DeskStack
If an order is returned to us because:
the delivery address supplied was incorrect;
the recipient repeatedly failed to accept delivery;
the parcel was not collected from a designated collection point; or
the customer refused delivery without an agreed reason,
we may charge the reasonable cost of arranging redelivery.
For rental orders, monthly rental obligations will be dealt with in accordance with the applicable Rental Agreement.
18Delivery to Employees or Other Locations
Where a business rents equipment for employees, contractors or other authorised users, we may agree to deliver equipment directly to individual work locations.
Additional verification or delivery charges may apply depending on the circumstances.
The customer remains responsible for equipment supplied under its Rental Agreement regardless of the approved delivery location or individual who receives it.
19Multiple Workstations and Larger Orders
Larger orders or orders containing several workstations may be dispatched in multiple parcels or separate consignments.
Where practical, we will aim to coordinate delivery, but we cannot guarantee that every parcel will arrive at exactly the same time.
For particularly large or specialist orders, we may contact you to agree delivery arrangements before dispatch.
20Product Availability
Although we aim to keep stock information accurate, stock availability can change.
If a product becomes unavailable after an order is placed, we may:
offer a suitable alternative;
provide an estimated revised dispatch date;
remove the unavailable item from the order where appropriate; or
cancel and refund the affected purchased item.
For rental orders, any substitution will be dealt with in accordance with the Rental Agreement and will normally be for equipment of broadly equivalent or better functionality.
21Refurbished and Rental Equipment
DeskStack rental equipment may be supplied in Refurbished – Excellent or New condition depending on the product and available stock.
Refurbished equipment may show minor signs of previous use but will be checked before dispatch.
Cosmetic differences that do not materially affect the use or functionality of the equipment are not generally considered delivery damage or a fault.
22PAT Testing
Where applicable, electrical rental equipment will be safety checked and PAT tested as appropriate before dispatch.
Not every type of product requires PAT testing.
23Ownership of Rental Equipment
Rental equipment remains the property of the equipment owner identified in the applicable Rental Agreement.
Delivery, possession or continued use of rental equipment does not transfer ownership to the customer.
Customers must not sell, dispose of, pledge, permanently modify or otherwise deal with rental equipment as though they own it.
24Risk and Care of Rental Equipment
Once rental equipment has been delivered, the customer is responsible for taking reasonable care of it in accordance with the Rental Agreement.
The treatment of loss, theft, accidental damage and other damage is governed by the Rental Agreement.
Nothing in this Shipping & Delivery Policy replaces or overrides those provisions.
25Purchases and Ownership
For equipment purchased outright, ownership and other rights relating to the goods are governed by our applicable Terms & Conditions.
This section does not apply to equipment supplied under a rental agreement.
26Events Outside Our Control
DeskStack will not be responsible for delays caused by events outside our reasonable control.
Examples include severe weather, natural disasters, courier network disruption, strikes, road closures, acts of government, national emergencies, cyber incidents affecting third-party providers and similar circumstances.
We will take reasonable steps to minimise disruption where possible.
27Business Customers
DeskStack's rental services are intended for business customers.
Where equipment is rented by a business, the person placing the order confirms that they are authorised to act on behalf of that business.
Our business rental arrangements are also subject to the applicable DeskStack Rental Agreement.
28Contacting Us About a Delivery
If you have a question about an order, delivery, delayed parcel, damaged item or replacement, please contact DeskStack using the contact details published on our website.
When contacting us, please provide your order or rental reference where available so that we can locate the relevant information quickly.
29Changes to This Policy
We may update this Shipping & Delivery Policy from time to time to reflect changes to our services, delivery arrangements, courier services or business practices.
The latest version will be published on the DeskStack website together with the date on which it was last updated.
For an existing rental, the applicable Rental Agreement will take priority where there is any conflict between this policy and the terms expressly agreed in that Rental Agreement.