FAQ and Information

Frequently Asked Questions

Do you supply everything needed to assemble the desk?

Each desk can be assembled by an average person, with no experience, in 30-40mins.  Your HiDesk includes all components and screws necessary. You will need a screwdriver to attach the Top which we do not supply.

We recommend using a power drill with a) a screw bit and b) allen key bit, for quickest assembly.   We also suggest a 3mm drill bit for any pilot holes.

Is the Top pre-drilled?

Yes our Tops are pre-drilled for quick assembly.  However HiDesk frames are extendable to be set to your personal preference and Top size.  As a result you may want to drill your own pilot holes.

We recommend pre-drilling any holes in the Top when the frame is in place. This ensures an accurate position, protects the Top, and makes adding the wood screws easier, cleaner and faster.

Can I purchase accessories at a later date?

Yes, you can purchase any accessory or top separately and at a later date.  Some discounts only apply to accessories when purchased in the same order as a HiDesk.

Do you offer discounts for bulk purchases?

See our Office Packages page and section.

What desk size is right for me?

Our Tops come in several styles, and sizes common for most offices and homes.  See below.

The frames are extendable from 1100mm – 1400mm and can support Tops up to 1600mm in length.  For large orders we offer custom size tops; see our Office packages.

What accessories do I need?

None, but we recommend a cable tray and power extension.  By placing a power extension in the cable tray, all power cables can go to the tray.  Office users today have as many as 4-5 plugs:  2-3 monitors, computer and printer/lamp.

Only one cable then connects your HiDesk to a power source.  This is not only neater, but safer too.

Our cable tray is affordable and matches with pre-drilled holes in the Top.

You can buy a power extension lead from an electrical retailer.  We recommend paying a little more and buying one with ‘surge protection’.  This prevents damage to all your electricals.

How can I track or see the status of my order?

Simply go My Account and select Orders to see details and status.

Once despatched a notification email will be sent to you with the courier tracking number.  Use our courier tracking tool to see the delivery progress.  This can also be found in the Tracking section.

Delivery

Due to size and quality of the HiDesk standing desks and tops they are heavy items but we charge reduced rates across Europe, the UK Mainland, Highlands, Northern Island, and Channel Islands.  Please see our Shipping rates section for details.

When in stock items ship in 2-3 working days.  Delivery to the UK Mainland take 2-3 days and for other locations 5-10 days. Make sure to buy your HiDesk frame and top together to ensure delivery on the same day.

You can track your Order status from My Account.  Courier tracking is also available once a dispatch notification email is sent to you.  Both are also found in the Tracking section.

Returns

If you’re unhappy with your purchase, please inform us as soon as possible. Contact us via the Help pop-up at the bottom of the page, or by emailing support@hi-desk.com.

You have 30 days from receiving your goods to return them. If this period expires on a non-working day, your deadline is extended till the next working day.

Once we have received the returned items we will give you a full refund, or exchange the items if you prefer.  Refunds will be given within 14 days from your returning the item(s) to receiving your refund.

You must send back the item in its original packaging.

Returns costs are at the customers expense*.  If the return slip is used these amounts can be deducted from any refund, the costs are shown in the Shipping rates section.

Faulty items are covered under our 2 year Guarantee.

*We don’t charge for the return cost on faulty items.

Refund Policy

If you’re unhappy with your purchase, please inform us as soon as possible. Contact us using the form below, via the Help pop-up at the bottom of the page, or by emailing support@hi-desk.com.

Return the item within 30 days with proof of purchase and we’ll exchange or refund it.  Please see the Returns section for details.

You have 30 days from receiving your goods to return them for a full money back refund. If this period expires on a non-working day, your deadline is extended till the next working day.

If you post a product to make a return, it can take up to 14 days of your returning the item(s) to receive your refund.

Refund requests after 30 days are subject to our HiDesk Guarantee.

Are there any products that can’t be returned?

We can’t offer refunds or exchanges, unless faulty or not as described, on any customized products for clients.

Refund Request

Refund Request
* note that after 30 days refunds will only be given for defective items. Please read our Guarantee.
This is on the invoice or order confirmation you received at purchase. You can also find this in My Account.
By default we will use the contact email address associated with the Order number (found in My Account). If you do not know the Order number please enter the email address used for the purchase.
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HiDesk Guarantee

You get a 2 year replacement guarantee on faulty items, and the guarantee period starts as soon as you receive your goods.  This is separate from your 30-Day Money Back guarantee regardless of the issue.

Unlike other companies that offer repair guarantees, our replace guarantee goes further.  We recognise that a desk is a considered purchase because of the financial outlay and time incurred, so we want to offer you some extra reassurance that you won’t incur too much disruption, or expensive repair bills in the unlikely event of something going wrong;  we will replace your item and if the same model is no longer available we will send the latest equivalent or better.

Simply contact us as soon as the problem arises via the Help or at support@hi-desk.com so that we can help.

What’s the small print?

We’re covering the product to remain in working order for the life of that guarantee – in other words against manufacturing defect causing breakdown. If the product’s used in the prescribed way and it breaks down we’ll replace rather than repair to get you up and running with minimal disruption.

What happens when you replace? Does the guarantee start again?

Yes, you get a full 2-year guarantee again.

What doesn’t the free guarantee cover?

The main things not covered are damage caused by accidents or misuse. I’m afraid if you damage the HiDesk motors, you’d need to be looking to your contents insurance to cover that.  As long as you’ve used your appliance for the purpose it’s intended for, then we’ll repair or replace.

So what do I need to do to claim under my guarantee?

Just keep the paperwork we give you – including the receipt – somewhere safe, and if you have a problem with your product email support@hi-desk.com.

Shipping rates

all prices in £

ItemCategoryUKH, CI, NI*EUReturns (all regions)
HiDeskHeavy10.9511.9514.9514.95
TopHeavy8.959.9510.9510.95
HiDesk + topHeavy19.9021.9025.9025.90
Accessories SmallLight2.953.954.954.95
Accessories LargeNormal4.955.956.956.95

*Highlands, Channel Islands, Northern Island

Office Packages

We have three packages to help customers save time, and ease the transition to a standing desk.  See Office Packages. Each feature is described below.

Flexible delivery date

Pick your preferred delivery date for minimum disruption to your business. Whether its to coincide with a refurbishment, start of a new office, or installation assistance, we’ll work together to deliver on a day that suits you.

Single/batched order delivery

Getting someone to install your desks?  Planning to refurbish in sections? Receive your desks in one batch or several, specified to your office needs.

Free delivery

Free delivery to anywhere in Mainland UK, excluding the Scottish Highlands. For Highlands, Channel Islands, Isle of Man and Northern Island please contact us and we will offer a reduced rate for bulk purchases.

Free installation

We will arrange for handymen to install your HiDeks for free.

Custom size and colour tops

Tell us what size and material or style you would like and we can work together to have our factory in the UK manufacture Tops to your specification. Whether its Size, material, shape, design features and colour, we can custom make tops to suit your needs and taste.

Process

Email us via the Help or at support@hi-desk.com with your requirements before you order so we can confirm the details and ensure there is sufficient stock.

We can the raise and send you the order.  All terms must be agreed before despatch.

Our Location

We are a UK firm with distribution in the Midlands and head office in London. If you have any questions email support@hi-desk.com and one of our staff will respond within 48 hours.

HiDesk is a trademark and is a trading name of SmartDsk Limited.

Kemp House, 160 City Road, London EC1V 2NX
Company number: 10480821
VAT number: 255180119
Registered in England & Wales

Order Tracking

You can see your HiDesk order status in ‘My Account’.  If you don’t have an account, you can use the option below.

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

Courier tracking

Your courier tracking number is provided in the HiDesk notification email, following dispatch.

Got a Question?

Contact us through the Help form at the bottom of every page, or email support@hi-desk.com

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