Frequently Asked Questions

Below are some of the most common questions our customers ask about orders, shipping, payments, and returns at Dualshock.

1. How long does it take to receive my order?

Orders are typically delivered within 4 to 9 business days (Monday to Friday). This includes 1–2 days of handling time and 3–7 days of transit time, depending on your location within the UK.

2. What is the order cut-off time for same-day processing?

Orders placed before 04:00 PM (GMT+00:00) London time are processed the same business day. Orders placed after this time will be handled the next business day.

3. Do you offer free shipping?

Yes. Orders over £50 qualify for free standard shipping. Orders under £50 are subject to a flat rate of £4.90 across the UK.

4. Which carriers do you use for delivery?

We ship using trusted UK-based carriers such as Royal Mail, DPD, and Hermes (Evri) to ensure fast and reliable delivery service.

5. What payment methods do you accept?

We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are processed securely in GBP (£).

6. Are my payment details secure?

Yes. All payments are encrypted using SSL security and processed through trusted third-party gateways. Dualshock does not store your full payment card information.

7. Can I return or exchange a product?

Yes. We accept returns and exchanges for both defective and non-defective items within 14 days of delivery, as long as products are new, unused, and in their original packaging.

8. How long does it take to receive a refund?

Once your return is received and approved, your refund will be processed to the original payment method within 7 business days.

9. What should I do if my order is damaged or lost?

If your order arrives damaged, contact us within 48 hours of delivery with photos of the product and packaging.
If your package is lost, check with the carrier using your tracking number. If unresolved, contact us at contact@dualshock.co for assistance.

10. How can I contact customer support?

You can reach our support team at contact@dualshock.co or by phone at +44 7426 470505.
Our customer service hours are 9:00 AM – 5:00 PM, Monday to Friday (GMT+00:00) London time.