- Home
- Help
Help
Welcome to the Generation D website. We hope that you enjoy your visit.
We would like shopping with us to be as easy and fun as possible. With this in mind we have compiled detailed information on all of our Frequently Asked Questions.
Whatever you need to know, we hope we have the answers here. Just click on the relevant question below.
- How do I find the product I am looking for?
- How much is postage and packing?
- My credit/debit card has been declined, what should I do?
- I cannot access my Generation D account, why has this happened?
- How do you manage personal information which I provide to you?
- What information will I receive if I sign up to the Generation D Mailing List?
- How do I contact Generation D?
- Can I get replacement product instructions?
- Can I order from outside the UK?
- How do I place an order?
- How long will I have to wait for my order?
- I have not received my order, where is it?
- Can I return an item, if so how do I proceed?
- My product was missing/had defective parts.
1. How do I find the product I am looking for?
The easiest way to find what you are looking for is to use the search features of the site. If you type into the search box and click ‘Search’ you will either get a positive result or ‘no matches’. Often it is best to only type in one or two key words from the title of the product or brand that you are looking for. Searching is not the only way to find what you are looking for you can also browse the site and click into the product categories to discover all our great toys and gifts. You may find it useful to search using our category and brand search or alternatively using the helpful ‘Shop by Age’ function, which provides an age related recommended list to help with your purchase selection.
There may be multiple pages of items to view when search by age, category or brand and these can be navigated by using the next page indicator found at the bottom of each product page.
2. How much is postage and packing?
Each order will be subject to a standard charge of £2.95 to cover postage and packing. If you want further information on this please check our Delivery and Returns Policy.
3. My credit/debit card has been declined, what should I do?
You need to contact your bank or card provider. We accept most major cards with the exception of American Express, Diners Club and Splash.
4. I cannot access my Generation D account, why has this happened?
If you are unable to access your account, in the first place we suggest you try again, being careful to check you are using your correct email address and password as you type them. If you have forgotten your password, click on the forgotten password box from the Log In area. An email will be sent to you confirming your new password. If you believe you have done everything correctly please email info@generationd.co.uk and we will investigate the problem for you.
5. How do you manage personal information which I provide to you?
This site has been carefully designed to be enjoyable and safe for users of all ages. We adhere to the UK Information Commissioner’s Guidelines on privacy of children and we comply with the Data Protection Act.
Information provided by card holders making purchases and visitors who provide information in the Contact Us or Mailing List areas is retained and used strictly in line with our Privacy Policy. We do not record any personal information on other users.
6. What information will I receive if I sign up to the Generation D Mailing List?
We often run competitions and promotional offers in which you may be interested. We will advise you of these via email. Also we may send details of new products as they become available. We will not pass your details to any other websites or companies.
7. How do I contact Generation D?
We pride ourselves on providing optimal customer service. Should you wish to contact us for any matter, whether relating to your order or just for information, please contact us by email at info@generationd.co.uk or alternatively by telephoning our Customer Services team on 0118 973 6222
8. Can I get replacement product instructions?
Yes, we can provide replacement instructions via email. If you make your request via email at info@generationd.co.uk we will provide them to you by return email.
9. Can I order from outside the UK?
We currently cannot take international orders, however it is something we are considering introducing. If you are interested in this please email us at info@generationd.co.uk and we will advise you if this option becomes available.
10. How do I place an order?
Ordering from Generation D is both easy and secure. Firstly you need to choose an item using the search facilities on the site. Once you have selected the item you would like to purchase, you can either click on the description, image or ‘Buy Now’ tag. This will take you to the detailed page for the item. From there you can view close up images and more detail on the item.
If you wish to proceed you just need to click ‘Add to Basket’ to begin the purchase. You can continue adding to your basket in the same way until you wish to complete the purchase and pay for your selections. At that point you need to click on the ‘Checkout’ button. You do not need to have an account with us in order to add items to your basket as you will be prompted to create an account or sign in, during the ‘Checkout’ process. The account will store your name, address and credit/debit card details on the secure server. During the checkout process we will ask you to confirm the delivery address and will show you the total cost of your purchase.
If you have logged in using your existing account the secure site will remember and add your personal details.
Once the purchase transaction is completed you will receive an email confirmation to the email account that you have specified on the information page of the Generation D website.
11. How long will I have to wait for my order?
Products that are in stock are normally dispatched from our fulfilment facilities within 5 working days. The parcel carrier will either be by mail or a specialist parcel carrier. If you are not in when the delivery arrives a card will be left so that an alternative time for delivery can be arranged.
12. I have not received my order, where is it?
Your order will be dispatched by our fulfilment facility within 5 days of the order confirmation. If you have not received your order or a card from the Royal Mail or our specialist parcel carrier, please contact us at info@generationd.co.uk or the Customer Services department by telephone on 0118 973 6222.
13. Can I return an item, if so how do I proceed?
If you are not satisfied with the product as received, you may return any Products if you notify us within 7 working days of delivery (including if you simply change your mind). To do so you should notify us by email info@generationd.co.uk or in writing to the address below within 7 working days, or by telephone on 0118 973 6222, when you should request a returns number. You should then complete the Returns Form, which you should enclose with the Products. You will then be entitled to a refund from us, which will be paid as soon as possible but in any event within 30 days of the return of the Products. You must keep any products you intend to return to us in good condition whilst in your possession and must arrange for and pay the costs of returning the Products to Generation D at the address below.
Generation D Customer Services
Alberto House
Marino Way
Hogwood Lane
Finchampstead
Berkshire
RG40 4 RF
Alternatively if you so request, we will collect the products from you but this cost will be charged to you and we may deduct this from your refund.
However if the product is a) not the Product that you ordered or does not match its description ; or b) the product is faulty or not of a satisfactory quality Generation D will, at its option, deliver a replacement Product or refund you the price of the Product plus your reasonable costs of returning the Product.
If you have any complaints about our products or service you should direct them to us via email at info@generationd.co.uk or by post to the Customer Service Manager at the address above and in the Contacts section.
14. My product was missing/had defective parts.
If you have checked your instructions and believe that your product is either missing or contains defective parts your need, you should send an email to request the missing or defective parts at info@generationd.co.uk . We will dispatch them to you free of charge.