# Office Furniture Aftercare: Our Promise

> Office furniture aftercare at Deskwell: questions answered, spares listed, warranties handled by us, and the five days after delivery that matter most. Buying is the start, not the end. A buying…

- URL: https://deskwell.co.uk/from-first-click-to-long-after-delivery-our-aftercare-promise
- Type: Blog post
- Last updated: 2026-09-15

## About this post

- Written by Chris
- Published 2026-09-15
- Part of the series “Behind the Desk”
- Tagged Company News

## Article

In the trade I came from, the sale ended when the van pulled away. The invoice was paid, the salesperson was already on the next call, and if a castor went a year later you were on your own. We built Deskwell to work the other way round, and office furniture aftercare is where that shows most. Buying is the start. What happens after is the part we think about.

## What we mean by aftercare

It is a plain promise. If you have a question about something you bought from us, next week or next year, we answer it. If you need a spare part, we find it. If you want a second desk to match the first one, the finish is still on the page and we will tell you if it has changed. If you are not sure what fits alongside what you already have, ask, and you will get a straight answer from the same small group who sold it to you. There is no call centre and no ticket number.

Buying the furniture is the easy part. What matters is what happens after.

## Spares, and why they are on the site

Chairs wear at the same few points: castors, the gas lift, the arm pads. We list the parts rather than hiding them behind a phone call. Our [office chair parts and accessories](https://deskwell.co.uk/shop/categories/office-chair-parts-accessories) category carries castors, bases, arms, headrests and [replacement gas lifts in black or chrome](https://deskwell.co.uk/replacement-office-chair-gas-lifts-in-black-or-chrome), each with its own price and its own guarantee on the page. When a gas lift fails, the fix usually costs less than a lunch. Plenty of offices still throw the whole chair away.

## Warranties, honestly

Every product carries its manufacturer's warranty, and the period is printed on the listing. Some of our desks carry ten years, and you can see exactly which on the [office desks with a 10 year guarantee](https://deskwell.co.uk/10-year-guarantee-office-desks) page. Chairs are usually split, so many years on the mechanism and fewer on fabric and foam, and we print both lines rather than the bigger number. If something fails, you contact us, not the factory. We act as your point of contact and arrange the repair, replacement or refund the warranty allows. Fair wear and tear and damage after delivery are not covered, and we say so in our [terms and conditions](https://deskwell.co.uk/terms-and-conditions) rather than in small print you find later.

## The first five days matter

The one thing I ask of every customer is to look at the delivery when it arrives, while the driver is still there if you can. Carriers give us a short window to claim for damage, so we ask for the same: tell us in writing within five days, with photographs, and note anything visible on the delivery paperwork before you sign. That is what lets us put things right quickly and at no cost to you.

- Your order number and the delivery note. Both make any conversation shorter.
- Photographs of any damage to the box or the item, taken before it is assembled.
- The product page. It holds the specification, the warranty and the finish name you will want when you order more.

An Impulse desk carries a ten year guarantee. We expect to hear from you well within it.

## Why it is simply how it should work

None of this is generous. It is what a business should be able to expect from anyone it spends money with, and it is cheaper for us than the alternative. A customer who gets a castor sorted in a day orders the next [office chair](https://deskwell.co.uk/shop/categories/office-chairs) from us without pricing it elsewhere. That is the whole commercial case, and I am happy to put it in writing. The buck stops with me. If you ever feel we have gone quiet after a delivery, say so, and I will want to know.