FAQ

We’ve put together a collection of our most asked questions and answers. If you can’t find what you’re looking for, let us know by contacting us and our expert team will reply asap.

Our Products

All controllers we use to build our custom controllers are 100% genuine and brand new, directly out of the retail box from PlayStation, Nintendo or Xbox.
Our custom shells, buttons, bumpers, thumb sticks and triggers etc are not licensed by PlayStation, Nintendo or Xbox but this is what makes them unique and custom. They are still of the highest quality and tested to ensure gaming performance.

Our experienced and talented tech team handcraft our custom controllers in the UK. 

As our controllers are crafted using only brand new genuine Sony, Nintendo or Microsoft controllers, follow the instructions from their official website. 

PS4 Controller Guide

Xbox Controller Guide

Nintendo Joy-Con Guide

Our custom controllers all start their life as genuine Xbox One, Nintendo and PlayStation 4 controllers before being customised by our expert tech team. The function of the controllers remains exactly the same as their standard counterparts.
The custom shells of the controllers we sell differ in texture from being soft touch velvet to being smooth (like the chrome versions). Whilst most of the custom buttons will feel very similar to a standard controller, the bullet buttons do feel slightly different as they’re made from aluminium as opposed to plastic. This also applies to the aluminium thumbsticks which will feel harder than the standard thumbsticks you’re used too.

Your Order

We will try to help if we can, so if you’ve recently placed an order and want to enquire about changing your order, please contact us ASAP on hello@defygaminguk.com.
In order for us to be able such quick turnaround times, we unfortunately may not be able to facilitate changes to your order once the order has been placed but do try our best whenever we can.
Changes to address cannot be made once the order is processed and lost items due to failed delivery in the event of a wrong address given will not be refunded.

Every now and again we offer vouchers and discount codes both on our website and through our social media and mailing lists.
Follow us on Facebook and Instagram to hear first.
If you’re a trade customer looking for wholesale pricing or to stock our products in your store, please get in touch with us for more information.

We try and offer as quick as turn-around as possible, though during busier periods such as Christmas there may be short delays which will be announced on our home page.

 

Working days until dispatch

Working days delivery timescale

Total working days from order to delivery

Standard

5 days

1-2 days

6-7 days

Express

1 day

1 day

2 days

Working Days are Monday-Friday 9am – 5pm.  Express Orders processed after 10.30am will be sent next day.

In general we aim for all items to be dispatched within 5 working days (Monday – Friday) and then post using your chosen dispatch option. Again during busy periods Royal Mail may experience delays which is out of our control.

If you’re short on time, we recommend paying for our Express service which speeds up your controller to be dispatched the next working day (Monday-Friday). You can also upgrade to guaranteed next-day delivery after dispatch using Royal Mail’s Special Delivery Guaranteed.

Worldwide delivery is usually within 5-7 days after dispatch. 

Where possible, we offer an express service to move your controller ahead from a 5 day dispatch to same day/next day.
This service is chargeable and when available is available to select on checkout.
During busier periods, such as at Christmas, the Express service dispatch may be longer but will always be at least 4 working days quicker than general dispatch.
Guaranteed next day delivery is also available for an additional cost through Royal Mail Special Delivery Guaranteed.
Express delivery for deliveries outside of the UK is currently not available.

Delivery

We have various delivery options at checkout, all with delivery timescale estimates. Around Christmas or busy periods these can be slightly delayed, the only guaranteed delivery that Royal Mail offer is Special Delivery Guaranteed. Worldwide delivery is within 5-7 working days.
Unfortunately we cannot guarantee any delivery dates.

Our up-to-date delivery costs are outlined on our checkout page.

All orders are dispatched via either Royal Mail’s signed-for service or a secure courier so will require signature upon delivery.

If you haven’t received your order and believe it to be overdue, please contact us as soon as possible on hello@defygaminguk.com with your order number and email address. Our advisers will be in touch within 1 working day.

Returns & Cancellations

More info on returns available here: https://defygaminguk.com/shipping-returns/ 

We may be able to cancel your order, but we cannot guarantee this as we try to work to tight deadlines and so your order may already be processed and on its way through our process.
To discuss a cancellation, please email us ASAP on hello@defygaminguk.com where will do our best to help.

Laser Engraving (Text Personalisation on Custom Controllers)

We may be able to change your order, but we cannot guarantee this as we try to work to tight deadlines and so your order may already be processed and on its way through our process.
To discuss a cancellation or change, please email us ASAP on hello@defygaminguk.com where will do our best to help.

We will engrave your text EXACTLY as you have entered and this will include any spelling mistakes, typos or capitalisation you enter.

Please ensure you enter the correct text you would like engraved as we may not be able to change this after ordering.

Please note: some font choices only offer all capital letters, no lower case. This can be seen on the font choice list.

Controllers with laser engraving personalisation are excluded from refunds due to their bespoke nature, more information on our return policy can be found here .