Skip to content
12 Months Warranty / Fast and Free Delivery / Hassle Free Returns / Look the Best, Play with the Best!
12 Months Warranty / Fast and Free Delivery / Hassle Free Returns / Look the Best, Play with the Best!

FAQ

Ordering and Payments

How do I place an order?

To place an order, simply add an item(s) to your basket and click 'Checkout'.

To view your basket, simply click the Shopping Basket at the top of the page. From here you can adjust your order or proceed to checkout.

What payment methods are available?

We accept all major Credit/Debit cards, Apple Pay, Google Pay and Klarna.

I've purchase a pre-order item, where is it?

All Pre-Order items will be clearly stated in the product descriptions. Once the item is manufactured the delivery option you select will become active. 

I've purchased a gift card and it's yet to arrive?

Custom Controllers UK gives you the option to purchase an online gift card. This will be a randomly generated code that is sent to you via email immediately after purchase. This is not a physical item.

How do I use my Custom Controllers UK gift card?

During checkout you'll be given the option to include the code given to you via email when you purchase any of our gift cards.

Delivery

How long will delivery take?

Delivery times are dependant on your location. For more information please see our Shipping Policy page. Please note all Controllers are handmade meaning the delivery option you select becomes active once the controller has been manufactured.

Do you deliver to my country?

We deliver worldwide. Shipping prices may differ depending on location.

How much do your charge for shipping?

Our delivery options are as follows;

Standard Delivery (5-7 Working Days) - FREE

Economy Delivery (3-5 Working Days) - £3.99

Priority Delivery (1-2 days delivery) - £9.95

I've been waiting over the estimated delivery time?

All of our controllers are hand made by our team of professionals based in the UK. During busy periods our delivery time might be slightly extended due to the high volume of orders. The reason we extend these is to ensure each product achieves the highest standard. If there are any issues with your order our Customer Service team will get in touch with you. 

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Returns, Changes, Backorders & Cancellations

Can I return or exchange an item?

Orders can be returned within 14 days providing they are unopened and undamaged. 

I'd like to change my order. How can I do that?

If you wish to change an order, please get in touch immediately after placing it. We will do our best to help but can not amend orders more than a day old or orders that have already shipped.

Can I cancel my order?

  • We accept all cancellations for orders after payment has been processed and within 14 days of receiving your controller.
  • If you wish to cancel your order once payment has been authorised, please email customerservice@customcontrollersuk.co.uk within 2 hours to ensure your order is not processed.
  • If your order has already been processed and dispatched to your address then you still have an extra 14 days from the day of receiving the item to cancel and send back to our return address for a full refund.

What happens after I return an item?

Once an item is returned to ourselves our designated returns team will then contact yourselves stating we've received the item. Depending on the circumstances the refund will then be issued or the controller will be handed to our testing/production team to be repaired. If any issues occur during this process you will be contacted. 

I've sent my controller back for a refund but i'm yet to receive it?

All refunds are issued after the controller has been returned and tested to confirm the reason in which you returned it. Refunds can take 3-5 working days to appear back in your account. 

Can I create a return online?

Yes, we have a very simple, hassle free returns process.

To return an item, please click the following link Create a Return

Controllers & Warranty

Is there a warranty included?

There is a 1 year warranty included on all controller purchases. This does not cover accidental damage, loss or theft. All controllers come with a 3 month design warranty. This covers discolouring, chroming and scratching.

How do you make your controllers?

Using specialised tools and equipment within our UK warehouse, our expert Production team are able to design, disassemble and build custom controllers to the highest standard. We only use genuine Microsoft and Sony controllers.

We also have a dedicated testing team to ensure all of our modified controllers are functioning as expected.

Do you use official controllers?

Yes, our controllers are 100% genuine, certified controllers. We simply modify them.

Can I create my own controller design?

You can use our 'Create Your Own' service to design your own Xbox, PlayStation or Xbox Elite controller.

If you require a completely unique design for your brand, then please get in touch to discuss.

Can you customise a controller I already own?

We can. Please contact CustomerService@customcontrollersuk.co.uk with the condition of your existing controller and the design you would like to choose and our customer service team will be able to quote you accordingly.

General Enquiries

I'm a Social Influencer! Do you have an affiliate program?

Yes! We love to work with the latest generation of influencers and creators! Simply click this link and fill out the details. 

Look forward to hearing from you.

https://www.customcontrollersuk.co.uk/pages/work-with-us

What do I get for being an affiliate?

If you're application is successful you'll be contacted by a member of our team! We'll then let you know what perks you will receive for being an affiliate 

Controller Support - Xbox customised controller

The controller i've received won't turn on?

Controller Will Not Turn On No matter how many times I try to connect or sync my controller, it will not turn on.

Low Batteries Your batteries may be low. If the batteries are low, the controller's wireless signal strength may be weak and therefore will not connect to the console. You are going to want to charge you batteries. If the batteries will not charge, or drain too quickly, replace your batteries. 

Low Battery Pack All our Xbox Controllers are compatible with third party and official rechargeable battery packs. If your controller is losing connection your battery pack may be completely drained. Plug the controller into the console using a USB cord. To check on how charged the battery is, press the Xbox button to go to the home screen where the charge will be displayed in the bottom right corner.If the pack will not charge, or drains too quickly, you can get replacement battery packs.

Defective Charge Cable Your charging cable may be defective and will not charge your controller at all. If this is the case, you will need to buy a new cord. 

If you are still experiencing these issues, please contact customerservice@customcontrollersuk.co.uk

My controller won't connect to my Xbox Console?

Low Batteries Your batteries may be low. If the batteries are low, the controller's wireless signal strength may be weak and therefore will not connect to the console. You are going to want to replace your batteries or charge the controller. 

Another Wireless Device Is Interfering A conflicting signal may be responsible for connectivity issues. Consider turning off nearby wireless devices and reconnecting the controller.

Too Many Controllers Are Connected Make sure you do not have more than eight controllers connected. That is the limit for the Xbox One console. 

Controller Inactivity If you set down your controller for longer than fifteen minutes and then come back to an unresponsive controller, you may need to turn the controller back on. 

Controller Is Out of Range Your Xbox One Controller signal has a range of 40 feet (9.1 meters). Make sure you are within this range. 

Controller Is Not Synced If you sync your controller to another device, you will need to re-sync it back to your console. To do this, turn on the Xbox One and hold down the sync button on your controller. Simultaneously, hold down the sync button on your console until the light on your controller begins to flash at a rapid pace. Once this happens, release both sync buttons. Your controller should now be connected after about five to ten seconds. 

Mic Preventing Connection Some people have reported that the controller will not connect with the headset mic plugged in. Unplug the mic, and reconnect. Sync if necessary. Plug the mic back in after establishing a connection.   

If you are still experiencing this issue, please contact customerservice@customcontrollersuk.co.uk

The buttons on my controller are sticking!

There could be minor dirt build up or sugary drink residue within your controller. To solve this issue, click the button rapidly between 30 – 50 times at varying speeds. 

 If this doesn’t resolve the issue, please contact customerservice@customcontrollersuk.co.uk Do not dissemble your controller as this will void your warranty.

My Controller has stopped vibrating?

Vibration Setting Not Enabled Make sure your vibrations setting is enabled. This can be done in the settings of the game you are playing. 

Low Batteries If your batteries are low, the controller may not vibrate to save battery life. Replace the batteries or charge your controller. 

Vibration May Not Be Supported By The Game Try using another controller on the game that you are playing. If the controller is still not vibrating, the game most likely does not support this option.

My headset won't connect to my controller?

All Custom Controllers are compatible with all official headsets. 

If you are experiencing issues with your product, please ensure all drivers are up to date before contacting our support team. ·       

Step 1: Install the Xbox Accessories application. ·       

Step 2: Once Xbox Accessories is installed, plug the controller in. It should turn on and say Update Required if your controller is visible to the PC and Xbox Accessories. ·       

Step 3: Click Update Required and allow the firmware to reinstall. If you are still experiencing issues, please check your headset settings on the console. To do this press the home button on your Xbox Controller and scroll all the way to the right. Some headsets [Astro, Turtle Beach ETC] require external drivers to support their headsets. 

Please read all attached documentation supplied with your headset if you are experiencing issues. 

Part of my controller has snapped off?

A part of my custom controller has snapped/broken off.

 Unfortunately, our warranty only covers electrical damage to items however this doesn’t mean we’re unable to help you. 

If a part of your controller does become loose, please follow these steps; ·      

Step 1: Do not use the controller. For us to repair the controller in the most efficient way please do not use the damaged product as this could lead to further issues. ·       

Step 2: If a part has detached please keep it with the controller. ·      

Step 3: Contact customerservice@customcontrollersuk.co.uk

My controller is starting to peal or discolour?

My controller is starting to peel and discolour.

All our controllers are covered by a 3-month design warranty. This is to cover any visual defects that may occur within the first few months of purchase. 

To ensure the longevity of your product please ensure you keep your hands clean when using the product and do not clean the product with any cleaning products such as anti-bacterial spray or bleach.  

My controller will not connect via USB?

First step would be to check the cable you are using and ensure there is no exposed wires or damage to the cable. 

Secondly, if you have another USB cable to try, please use this as 85% of the time it is the cable that caused the issue.

If connecting to PC also please try the below.

The Controller Drivers Are Not Installed In Windows 7 and 8.x, the Xbox One controller is known to fail automatic driver installation. This issue is well documented and is caused by the lack of drivers bundled with these operating systems. It is also not helped by Windows Update driver detection problems. The standard controller offers two driver options: Note: Correcting the issue by manually installing the driver requires administrator permissions. Users with Standard and Limited accounts will need the admin password to fix the issue this way. Manual fix 

Step 1: Plug in the controller. If the automatic driver installation fails, go on to the next step. 

Step 2: Open Device Manager and find the controller. This is typically located under Xbox Peripherals (Legacy) in Windows 7 and 8.x systems. ·

Step 3: Select the Driver tab. 

Step 4: Click Update Driver.

Step 5: Try using Search automatically for updated driver software. If this doesn't work, go to Step 6. 

Step 6: If this did not work, download the driver from Microsoft. Put this in a place you can easily find it on your computer. Once it is downloaded, select Browse my computer for driver software and manually select the driver. If you did this correctly, your controller should now work. 

How do I turn the lights off on my Stealth Controller?

To turn the lights off on the Stealth controller press and hold the Start button for 10 seconds. 

To turn them back on again just hold the Start button down for 10 seconds.

How do I change the colours on my Stealth Controller?

To change the colours on your Stealth controller, just simply press the Select and Start button together. 

Keep pressing these buttons until you are happy with your selection. 

Controller Support - PlayStation customised controller

My PS4 controller isn't turning on?

When you first receive your new Custom Playstation 4 Controller you'll need to sync it to your console. To do this you'll need to follow the steps below.

  • Remove the controller from all packaging.
  • Connect the Controller to the console using a Micro-usb cable.
  • Press the home button on the controller.

If this doesn't connect the controller please contact customerservice@customcontrollersuk.co.uk

My PS4 Controller won't sync to my console?

1: First, try plugging your DualShock 4 into the PS4 using your USB cable. This should attempt a resync and in most cases will get you going again.

2: Try restarting your console.

3: If neither of those worked, look on the rear of the controller for a tiny hole located next to the L2 button. You'll need a pin, paperclip, or some other type of thin poking device to jam in there. Push the button on the inside for a couple of seconds and then release, then attempt to resync the controller to your PS4 by plugging it in with your USB cable.

It's worth noting that the PS4 uses a standard Bluetooth connection, so if you use your controller with multiple devices -- such as your PC, smartphone, or tablet -- you'll want to make sure it's not connected to anything else while you're trying to connect it to your PS4.

My PS4 Controller won't charge?

If your controller won't charge by plugging it into the PS4, it may be due to a number of different factors. We're going to employ the process of elimination to see what, exactly, is broken.

Here are some things you should try:

1: Your USB cable could be damaged. Try a different one.

2: Try plugging the controller up to a different USB port on the PS4.

3: If possible, try charging another controller with the same cable on the same port.

4: Try plugging it in while you're in safe mode. To enter safe mode on the PS4, first turn the console off, and then when you turn it back on be sure to press and hold the power button for 7 seconds. You'll hear a second beep and you should arrive at the safe mode screen.

5: See if Windows will recognise your controller by plugging it into your PC's USB port.By the end of the trial you will have figured out what has failed on you. If it seems the USB cable is to blame then it's time to buy a new one. If the controller charges normally in a different port then your PS4 may be malfunctioning. 

If a different controller works on the same port or USB cable then please contact customerservice@customcontrollersuk.co.uk

The Trackpad on my controller isn't working?

Try these steps if you find that your trackpad is being unresponsive:1: 

Turn it off and back on again.

2: Clean the trackpad with a microfibre cloth.If this does not resolve your issue please contact customerservice@customcontrollersuk.co.uk

I believe the battery on my controller is broken?

If your controller is losing charge or is not holding a stable charge please contact customerservice@customcontrollersuk.co.uk

Do not dissassemble your controller as this will void your warranty.  

Controller Support - Xbox One Elite customised controller

My Elite Controller isn't turning on

Controller Will Not Turn On - No matter how many times I try to connect or sync my controller, it will not turn on.

Low Batteries Your batteries may be low. If the batteries are low, the controller's wireless signal strength may be weak and therefore will not connect to the console. You are going to want to charge you batteries. If the batteries will not charge, or drain too quickly, replace your batteries.   

Low Battery Pack All our Xbox Controllers are compatible with third party and official rechargeable battery packs. If your controller is losing connection your battery pack may be completely drained. Plug the controller into the console using a USB cord. To check on how charged the battery is, press the Xbox button to go to the home screen where the charge will be displayed in the bottom right corner. If the pack will not charge, or drains too quickly, you can get replacement battery packs. 

Defective Charge Cable/Dock Your charging cable may be defective and will not charge your controller at all. If this is the case, you will need to buy a new cord.

If you are still experiencing these issues, please contact customerservice@customcontrollersuk.co.uk

No buttons are working?

Check to make sure that the profile button has been pressed on your Elite Controller. 

To create a controller profile:
Using your Xbox Elite Wireless Controller Series 2, open the Xbox Accessories app.

Scroll to the Xbox Elite Wireless Controller Series 2, then select Configure.

Select New profile, give your profile a name, then configure your changes. For example, if you reassign D-pad down on the face of the controller to the Y button, then the D-pad down will act as the Y button going forward.

When you’re done, press the B button for the changes to take effect.

Create multiple profiles in the app and switch between them using the built-in Profile button.

Open the Xbox Accessories app, scroll to the Xbox Elite Wireless Controller Series 2, then select Configure.

In Profiles, select a controller profile you’ve created or create a new one.

Choose a slot.

You can assign a slot for up to three profiles. Press the Profile button on the Xbox Elite Wireless Controller 2 to switch between them. When no bars appear lit below the Profile button, the controller is using the default button mapping.

My Elite Controller won't sync to my console?

The Controller Was Disconnected During a Firmware Update If your controller was disconnected during a firmware upgrade, it will not function until the firmware is recovered. To do this, the controller will need to be updated from scratch. Note: In this condition, the wireless on the controller is non-functional. This must be done over USB. Tip: If you have problems getting the controller to turn on, removing the batteries for 15 minutes before recovery is known to help in situations where this occurs. Plug your controller into an Xbox One console or a PC. 

At this point, your method will vary. It should also be noted one functional controller is required to use a console for controller firmware recovery. To recover the controller on a console, follow these steps:

Step 1: On the console, navigate to Devices and Accessories. 

Step 2: Find the controller. It should say Update Required if it is the correct controller.

Step 3: Re-run the firmware update. PC recovery requires Windows 10 as a prerequisite. Newer versions of Windows 10 no longer require a Microsoft Account to download the required programs, but older versions usually do. Users on older versions of Windows 10 will need to convert an account or make a new account just for this task. After you have confirmed you have a Windows 10 system, you can begin the process of recovering the controller. 

Step 1: Install the Xbox Accessories application.

Step 2: Once Xbox Accessories is installed, plug the controller in. It should turn on and say Update Required if your controller is visible to the PC and Xbox Accessories. 

Step 3: Click Update Required and allow the firmware to reinstall. If you followed these steps correctly, your controller should be functional again. 

The Controller Does Not Function on a Computer When the controller is plugged into the computer using a USB cable, the controller does not function. 

The Controller Drivers Are Not Installed In Windows 7 and 8.x, the Xbox One controller is known to fail automatic driver installation. This issue is well documented and is caused by the lack of drivers bundled with these operating systems. It is also not helped by Windows Update driver detection problems. The standard controller offers two driver options: Note: Correcting the issue by manually installing the driver requires administrator permissions. Users with Standard and Limited accounts will need the admin password to fix the issue this way. Manual fix 

Step 1: Plug in the controller. If the automatic driver installation fails, go on to the next step. 

Step 2: Open Device Manager and find the controller. This is typically located under Xbox Peripherals (Legacy) in Windows 7 and 8.x systems. ·

Step 3: Select the Driver tab. 

Step 4: Click Update Driver.

Step 5: Try using Search automatically for updated driver software. If this doesn't work, go to Step 6. 

Step 6: If this did not work, download the driver from Microsoft. Put this in a place you can easily find it on your computer. Once it is downloaded, select Browse my computer for driver software and manually select the driver. If you did this correctly, your controller should now work. 

Controller Won't Connect to Console I want to navigate my Xbox One, but my controller refuses to connect or will not stay connected for long. 

Low Batteries Your batteries may be low. If the batteries are low, the controller's wireless signal strength may be weak and therefore will not connect to the console. You are going to want to replace your batteries or charge the controller. 

Another Wireless Device Is Interfering A conflicting signal may be responsible for connectivity issues. Consider turning off nearby wireless devices and reconnecting the controller.

Too Many Controllers Are Connected Make sure you do not have more than eight controllers connected. That is the limit for the Xbox One console. 

Controller Inactivity If you set down your controller for longer than fifteen minutes and then come back to an unresponsive controller, you may need to turn the controller back on. 

Controller Is Out of Range Your Xbox One Controller signal has a range of 40 feet (9.1 meters). Make sure you are within this range. 

Controller Is Not Synced If you sync your controller to another device, you will need to re-sync it back to your console. To do this, turn on the Xbox One and hold down the sync button on your controller. Simultaneously, hold down the sync button on your console until the light on your controller begins to flash at a rapid pace. Once this happens, release both sync buttons. Your controller should now be connected after about five to ten seconds. 

Mic Preventing Connection Some people have reported that the controller will not connect with the headset mic plugged in. Unplug the mic, and reconnect. Sync if necessary. Plug the mic back in after establishing a connection.

The Buttons on my Elite Controller are sticking down?

There could be minor dirt build up or sugary drink residue within your controller. To solve this issue, click the button rapidly between 30 – 50 times at varying speeds.

If this doesn’t resolve the issue, please contact customerservice@customcontrollersuk.co.uk

Do not dissemble your controller as this will void your warranty.

I'm experiencing issues with my thumbsticks?

All Xbox One controllers allow you to remap and reset buttons and thumbstick sensitivity.

If you are experiencing issues with your thumbsticks please follow these steps;

  • Reset your button layout to factory settings on the controller you’re playing on
  • Reset your controller to factory settings. To do this head to settings on the Xbox dashboard. Select accessories and update the controller to the latest driver.
  • Remove the batteries for 15 minutes and replace.

 If neither of these fixes resolve the issue, please contact customerservice@customcontrollersuk.co.uk

My controller has stopped vibrating?

Vibration Setting Not Enabled

Make sure your vibrations setting is enabled. This can be done in the settings of the game you are playing.

Low Batteries

If your batteries are low, the controller may not vibrate to save battery life. Replace the batteries or charge your controller.

Vibration May Not Be Supported By The Game

Try using another controller on the game that you are playing. If the controller is still not vibrating, the game most likely does not support this option.

My headset won't connect to my Elite Controller?

All Custom Controllers are compatible with all official headsets. If you are experiencing issues with your product, please ensure all drivers are up to date before contacting our support team.

·       Step 1: Install the Xbox Accessories application.

·       Step 2: Once Xbox Accessories is installed, plug the controller in. It should turn on and say Update Required if your controller is visible to the PC and Xbox Accessories.

·       Step 3: Click Update Required and allow the firmware to reinstall.

If you are still experiencing issues, please check your headset settings on the console. To do this press the home button on your Xbox Controller and scroll all the way to the right.

Some headsets [Astro, Turtle Beach ETC] require external drivers to support their headsets. Please read all attached documentation supplied with your headset if you are experiencing issues. 

Part of my Controller has snapped off?

Unfortunately, our warranty only covers electrical damage to items however this doesn’t mean we’re unable to help you. If a part of your controller does become loose, please follow these steps;

·      Step 1: Do not use the controller. For us to repair the controller in the most efficient way please do not use the damaged product as this could lead to further issues.

·       Step 2: If a part has detached please keep it with the controller.

·      Step 3: Contact CCUKcustomerservices@xrockeruk.com

My rear paddles aren't working?

If you're experiencing issues with your rear paddles please follow these steps;

  • Step 1: Double click the green button on the top of the controller
  • Reset your controller on your Xbox Settings
  • Remove the batteries for 25 minutes and re-install them.

If this does not resolve your issue please contact customerservice@customcontrollersuk.co.uk

Controller Support - Nintendo custom controller

How to pair my Nintendo controllers?

Joint Pairing.

Simply attach the Joy-Con controllers to the console.

Button Pairing.

From the HOME Menu, select “Controllers,” then “Change Grip/Order.” While the following screen is displayed, press and hold down the SYNC Button for at least one second on the Joy-Con you wish to pair.

 

hac-screenshot-controllers-changegriporder.jpg

My Analogue sticks are not responding / drifting?

With the Joy-Con controllers attached to the console, verify that they register correctly as attached within the Controllers screen, accessible from the HOME Menu.

hac-ss-controllers-registering-as-attached.jpg

If the Joy-Con controllers are not registering correctly on the console, please read Joy-Con Not Recognised or Not Registering While Attached to the Console.

Ensure your console has the latest system update.

Ensure the Joy-Con controllers have the latest controller firmware installed.

Remove any skins or covers, if any, from the problematic controllers, and calibrate the control sticks.

If the issue is occurring with a specific game or application, try the following:

Check for any available software updates for that game.

Check the electronic manual for that game. Some games, such as Mario Kart 8 Deluxe, support in-game tilt controls. If these are activated, it may seem as if the control sticks are not responding correctly. If this is the case, the in-game tilt controls may need to be deactivated.

If the control sticks cannot be calibrated, the non-working Joy-Con controller(s) will need to be repaired.

Please contact us on 01543 227 000 or email customerservice@customcontrollersuk.co.uk

My controllers are not syncing with my console?

  1. After attaching the Joy-Con controllers to the Nintendo Switch console, the console does not detect that they have been attached.
  2. While on the HOME Menu or on the Controllers menu, the Joy-Con controllers are not registered as being attached to the console.
  3. The Joy-Con controllers may work wirelessly while in TV mode or tabletop mode, but are not recognised while attached to the console.

Ensure that your console has the latest system version.

If your console is already up to date, be sure to restart it by holding down the POWER Button for at least three seconds, then selecting Power Options followed by Restart.

If you are unable to perform a system update due to the Joy-Con controllers not being recognised, you can use the touch screen to connect to the internet and enter the required fields.

Detach the Joy-Con controllers from the console, and continue with the next steps by troubleshooting one controller at a time.

Reset each Joy-Con by pressing the SYNC Button once. Then press any other button on the controller to power it on again.

Attach the Joy-Con to the console, ensuring that it is correctly oriented and inserted all the way.

If the Joy-Con is still not recognised by the console, try to detach and reattach it to the console a couple times.

If at all possible, test another Joy-Con with the console.

If the issue has still not been resolved please contact us on 01543 227 000 or email customerservice@customcontrollersuk.co.uk