Frequently Asked Questions

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

Are your Custom Controllers genuine?

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.

Where are you based?

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

How do I use my controller?

As we use only genuine controllers as the basis of our custom controllers, please refer to the official guides on your manufacturers website for information on how to use your controller.

Your Order

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Can I change or amend my 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.

Do you offer discounts?

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.

How long will it be until I receive my order?

Your timescale from the point of order to delivery depends on two different factors. One is “build time” or dispatch. As our items are made to order, there is a lead time from the point the order is placed to the time the order is dispatched due to it needing to be made. The second is delivery timescales, this depends on your chosen delivery option. More information is available on our Dispatch and Delivery page. 

Delivery

How long does delivery take?

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.

How much does delivery cost?

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

Unfortunately we cannot guarantee any delivery dates.

Do I need to sign for my order?

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

I haven't received my order, what do I do?

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 and Cancellations 

Can I return my item?

More information is available on our Returns page.

Can I cancel my order?

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.

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