Frequently Asked Questions (FAQs)
Do I need to have an account to shop with you?
Yes. Setting up an account will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account at checkout page
How do I sign up/create an account at www.generation.com.pk?
Please click on ‘Sign in’ followed by ‘Create an account’ and fill in your personal particulars. If you experience any difficulty, kindly call our customer service hotline and we will be pleased to assist you.
I forgot my password, how can I retrieve it?
Please click on ‘Forget password’ which is available at the ‘Sign In’ page. Enter your email address and click on “Submit”. A set of instructions to reset your password will be sent to your registered email. After your credentials have been verified, you will be able to create a new password.
How can I edit/update my account details?
Please sign in and click on ‘My Account’. You will be able to edit/update your particulars.
How can I edit/update my shipping and billing address details?
Please sign in and click on ‘My Account’. You will be able to edit/update your particulars in your account and save it for future orders. If you wish to change the delivery address for a placed order, please contact our customer service immediately. We will make the requested changes if the order has not been processed.
What are the benefits of signing up an account with you?
By signing up an account with www.generation.com.pk, you will be able to access and manage your account information easily. This includes:
- Changing your password
- Updating your billing or shipping address
- Checking your order status
- Viewing your complete order history
- Managing your e-mail preference settings (e.g. choose whether to receive mails from www.generation.com.pk)
- Update Address book
How can I place an order?
In order to place an order with www.generation.com.pk, you will be required to:
- Sign in to your online account
- Shop for the items you want
- Add the items to your Shopping Bag
- Proceed to checkout
- Enter billing and shipping information
- Provide payment information
- Review and submit your order
- Check your order status
How will I know if www.generation.com.pk has received my order?
After you place your order, you will receive an acknowledgement e-mail from www.generation.com.pk to confirm that your orders have been well-received. However, do note that orders will only be shipped when your credit card payment has been approved, and in case of COD orders, your billing and delivery address verified. Alternatively, you may check the status of your order through “My Account”.
I did not receive any sales order summary, what does that mean?
A sales order summary is an auto-generated e-mail where www.generation.com.pk acknowledges the order you placed. You should receive this order summary within 15 minutes upon placing your order (please make sure that the e-mail is not sent to your junk folder). If you did not receive an order summary within 15 minutes after placing your order, this means that we have not received your order and no payment has been received by www.generation.com.pk. You are then required to make a new order. Alternatively, you may sign in to your account to access My Orders page to view whether your order is received by us.
There’s a missing item in my order, what should I do?
If there is any missing item(s), please contact at firstname.lastname@example.org.
How will I view my order details and history?
Please sign in to “My Account’ to view your order history. Click on the order you wish to view to see the details.
How do I track my order status?
The order tracking status will be emailed to you. If you wish to know more about the order status, you may please follow the tracking link.
Am I able to track my order?
Yes. When we dispatch your order for delivery you will receive a tracking link via email. Once you receive this tracking link, you can check the delivery status of your shipment.
Can I cancel my order?
Unfortunately we are unable to cancel an order once it has been placed. We do our best to ensure fast delivery and it would be advisable to check your order before placing it.
Can I amend my order?
Unfortunately we are unable to amend an order once it has been placed. This includes changing the size/color of an item, removing an item, changing the payment methods or delivery mode.
Can I add items to an existing order?
Unfortunately, it is not possible to combine orders or add items to an existing order after your order has been processed.
My order was cancelled due to Online Security, how can I get my money back?
We regret to know that your order was cancelled due to Online Security measures. This is a security measure to prevent fraudulent transactions from going through and to protect our customers from being victims of fraudulent activities. However, please note that we have not captured any payment from you when we cancel your order, hence, the amount will not be charged to you. If charged, amount will be reversed back to card that was used.
I tried to check out and the item in my shopping bag disappeared?
Placing an item in your shopping cart does not guarantee your purchase of the item. Until you have completed the checkout process, another customer may have purchased the item. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.
When I place an item to my shopping bag, is the item placed under my reservation?
Placing an item in your shopping cart does not guarantee your purchase of the item and does not mean that the item is reserved for you. Until you have completed the checkout process, another customer may have purchased the item.
What is Online Security Fraud Screening?
Online Security Fraud screening is www.generation.com.pk initiative as preventive measure against credit card fraud transactions. It aims to protect our customers from unauthorized and fraudulent dealings
Why should I send you my personal information?
Due to high risk or credit card fraud, www.generation.com.pk may request additional information for payment verification. We will not be able to process your orders if we do not receive the required documents. In order to avoid delays with your order, we suggest that you scan the documents and send them via email so that they are clearly legible. Alternatively, you may take a clear photo of the documents requested if scanning is not available.
Is my personal information kept secured?
All relevant pieces of information submitted by our customers will be kept secured and confidential. Only limited and authorized personnel have the rights to access this information. At no point will we share, rent or sell your personal information without your consent.
Will I receive Online Security email every time I place my order at www.generation.com.pk?
Online Security is meant for every order; however verification process is ideally for one-time verification purpose. In your next or future purchase(s), if you are using another credit card or using other account information such as billing address or shipping address, your order will be subject to Online Security verification again
I receive an Online Security email from you; will I still receive my order within the standard delivery timeline?
Depending on how fast you have responded to the Online Security email and the validity of the submitted documents are, your order may or may not be experiencing delivery delays. However please note that once we received your documents, we will try to process the order at the soonest.
What if I fail to respond to your email within the period given, will my order still be processed?
Failure to respond to the Online Security verification process within the timeline given will result to automatic order cancellation. We regret to inform you that if we do not receive any response to the online security verification within the given timeline, your order will be cancelled automatically.
Are there any restricted areas?
Currently, we are unable to ship to any PO Box, military, protected area/location. Shipping charges for failure of attempted delivery to the restricted areas will be borne by the buyer.
Please note that we are unable to publish all the restrictive measures imposed by your country of delivery as this is dependent on your country’s customs and restrictions.
Before making any purchase, we encourage you to check with your local customs on their regulations. You might want to ask about the restriction on:
- Any limit on the quantity to import the items
- Any limit on the value to import the items
- Restrictions to the material that you are interested to purchase
- Tax and duties you need to incur for importing the items
If for some reason, there are any items that cannot be exported and/or imported into your choice of delivery destination, you might still be able to checkout and pay for the items to be delivered. In such cases, the shipper bears the responsibilities to ship the items due to non-delivery e.g. shipping charges incurred to and fro for sending to the intended delivery destination, and for the intended delivery destination to return the goods to www.generation.com.pk will be borne by the buyer.
www.generation.com.pk believes all our online shoppers are responsible shoppers and have a strong support and interest in our fashion products. However, due to negligence and irresponsible acts from a minority of shoppers, our delivery agents may deem a package undeliverable for one of the following reasons. Under such circumstances, customer is responsible to pay for ALL incurred taxes and the shipping charges for attempted delivery and the returned shipping charges. Refunds after deduction for the chargeable shipping charges and taxes shall then be returned to the credit card used for the purchase. This check is to stress the importance of accurate delivery information.
What happens if an incorrect address is provided for the delivery?
If the address is incorrect or outdated, the package will be returned to us by the delivery agent or the unintended recipient. Please check your address carefully when placing a new order. Please also take note of the country in the provided shipping address field. To remove an outdated or incorrect address from your account, please log on to your online account.
If no one is available at the delivery address to receive the products, the delivery agent will leave an “unable to deliver” note at the address and the recipient should follow the instructions on that note to arrange redelivery of the products.
How is the delivery processed?
Most of our delivery agents make two attempts to deliver a parcel and they might require a signature upon delivery of parcel. It is generally up to the delivery agent’s discretion to determine whether a signature is required. The delivery agents will attempt to contact the recipient at the given contact number to rearrange a delivery. However, this may be unsuccessful if the contact number is unreachable. Please indicate country code and area code clearly when placing an order. If the recipient failed to receive the package after the delivery agent’s delivery attempts, the package will be returned to us.
What should I take note of when the order is intended as a gift?
If a recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. You may wish to let the recipient know that a surprise is on the way. Undeliverable package charges will be borne by the buyer.
Is there a guaranteed date which I can receive my order on time?
Currently, we are unable to guarantee a delivery date. The delivery period is subjected to payment authorization, fraud screening and availability of stocks. On some occasions, we may request for some forms of payment verification or source for the best available piece within our storage locations in order to fulfill your shipment. If you need to receive the items urgently, we suggest you to contact email@example.com. We will try our utmost to place your order on priority.
RETURNS AND EXCHANGE
I received a defective item, what should I do?
Defective items can only be returned to Generation subject to item being returned must be in its original condition with the original tags and tickets.
There are strictly no refunds via cash/credit card. Please note that value amount and shipping charges are strictly non-refundable and non-returnable in any form. Sale items cannot be exchanged in retail stores or via online.
I received an incorrect item, what should I do?
Incorrect item received can only be returned to Generation, subjected to item being returned in its original condition.
I receive an error when placing my order, what went wrong?
Kindly do a screenshot of the page where you experience the error, or copy the error message and send it firstname.lastname@example.org for further assistance.
PRICING ON GENERATION.COM.PK
Is the pricing policy the same as retail stores?
Please note that pricing policy differs for each delivery destination and country. The prices on the website cannot be used as a benchmark to compare the prices at Generation retail and online store. In very rare cases, there might be price errors and Generation shall not be liable for any errors in the pricing of items purchased on www.generation.com.pk. If there are any changes, www.generation.com.pk will contact buyer before proceeding with the order.
All prices displayed are not inclusive of any shipping charges, duties, and taxes. Shipping charges will be computed and shown at the checkout page after shipping mode is selected. However, we are offering free shipping within Pakistan on all orders.
Certain countries attract custom duties & taxes which depend from country to country. The final price in the invoice is exclusive of govt taxes and duties that may be applied and as such are payable by the buyer.
Any form of price adjustment to orders is not applicable.
What kind of promotions will www.generation.com.pk have?
On some occasions, www.generation.com.pk may introduce special promotions and discounted items on the website, at a limited time offer or while stock last basis. We might also issue special coupons and vouchers which you can use for your future orders. However, we would like to inform you that no price adjustment in any form will be provided for previous orders.
What are the Terms and conditions for promotions?
All promotions on the website are subjected to terms and conditions. Every promotion may comprise of different terms and conditions and we suggest you read, understand and agree to all the terms before utilizing the promotion tools. Promotions include but are not limited to discount coupons, discount voucher, bundle buys, complimentary gift with your purchase or free shipping. Promotions are always set with a time frame and with an expiry date.
What happens if the promotion that I would like to have has expired?
All promotions on the website are subjected to terms and conditions. We are unable to allow you to use any promotion that has expired.
What is the difference between promotions at www.generation.com.pk and in retail stores?
www.generation.com.pk may run exclusive online promotions that are not available in the retail stores.
ONLINE SAFETY AND SECURITY TIPS
What should I take note as an internet user and online shopper?
www.generation.com.pk is concerned about the safety and security of our customers. We have placed a number of technological protections in place to ensure that our transaction process is extremely safe and that our customers' information is secure. Additionally, www.generation.com.pk takes a number of steps to help ensure that our third-party seller platforms are safe and that our sellers are of the highest quality.
www.generation.com.pk has developed the following guidelines to help ensure that your online shopping experience is safe and secure
Protect your passwords
- If using a public computer or terminal, always log out when you complete an online session.
- Keep your passwords private. Remember, anybody who knows your password may access your account.
- When creating a password, use at least 6 characters, preferably alphanumerical. If possible, please include characters of both upper and lower case.
- Do not use dictionary words, your name, e-mail address, or other personal information that can be easily obtained. It is also recommended that you frequently change your password.
- Avoid using the same password for multiple online accounts.
Be wary of unsolicited e-mail and telephone contacts
www.generation.com.pk will never e-mail or call a customer and ask that they disclose or verify their www.generation.com.pk password, credit card, or banking account number completing a www.generation.com.pk order. Such information should only be submitted when completing an order on www.generation.com.pk, contactingwww.generation.com.pk directly, or when making updates to My Account. If you receive a suspicious e-mail with a link to update your account information, do not click on the link, instead, go directly to www.generation.com.pk and then to your account.
If you are contacted by, or receive an unsolicited e-mail from an unknown entity, and are asked to confirm or provide your password or personal or banking information, disregard the request and contact us at email@example.com.
Disclosure of information
www.generation.com.pk does not sell, rent or trade to third parties any personal information you provide to us online or at our stores, nor do we give such information to third parties except to our other companies, or to third parties with whom we contract to assist us in maintaining and organizing our customer information in order that we may fulfill promotional offers and communicate with you. We do not authorize those third parties to make any other use of your information. From time to time, when we offer sweepstakes, contests or promotions, or when another company joins in a promotion or contest with us, participants may be asked to provide certain personal information in order to participate. Information provided by customers who choose to participate may be used by us and by any company offering the contest or promotion to notify winners or to fulfill the promotional offers. When you choose to participate in any sweepstakes, contests or promotions, or request to receive e-mail, promotional offers or product updates, you give us permission to use your personal information for marketing and promotional purposes. We may also use and share with other companies aggregated information about your demographics and your use of our web site in a manner that does not reveal your personal identity. At times, your personal demographic and user information may be combined with data from third parties and disclosed in an aggregated form.
No delay or failure in performance by Generation shall constitute default hereunder or give rise to any claim for damages if, and to the extent, such delay or failure is caused by Force Majeure. Force Majeure is an occurrence
- beyond the control and without the fault or negligence;
- which Generation are unable to prevent or protect against by the exercise of reasonable diligence, including acts of God or public enemy, expropriation or confiscation of facilities, changes in applicable law, war, acts of terrorism, rebellion, civil disturbances, sabotage, riots, floods, or unusually severe weather; fire explosions or other catastrophes; strikes or any other concentrated acts of workers or other similar occurrences; and
- of such an intensity or gravity as to prevent the performance of its obligation for the time being. The user agrees that if Generation is delayed in performance of the work by Force Majeure, the user will promptly notify Generation. The user shall use all reasonable efforts to mitigate the effects of a Force Majeure event forthwith and without any delay.
Liability for Verification, Identity
Generation shall not be responsible for investigating, identifying, screening, verifying the credentials and/or the identity of, or any information whatsoever provided by, a person purchasing any product(s) or making payment(s).
Limitation of Liability
- You agree and acknowledge that Generation shall not be liable and shall in no way be held responsible for any loss or damage due to negligence, willful misconduct, act or omission that may arise / carried out.
- UNDER NO CIRCUMSTANCES SHALL Generation BE LIABLE TO THE USER OR ANY THIRD PARTY FOR INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL OR EXEMPLARY DAMAGES, ARISING FROM THE PRODUCTS OR ANY OTHER PROVISION OF THIS TERMS AND CONDITIONS, SUCH AS, BUT NOT LIMITED TO, LOSS OF REVENUE OR ANTICIPATED PROFITS OR LOST BUSINESS, COSTS OF DELAY, SERVICES DELAY OR LIABILITIES TO THIRD PARTIES ARISING FROM ANY SOURCE.
- Generation has no obligation to attempt to monitor or regulate the quality, suitability or content of the Products and you agree to hold Generation harmless in the event of any claims with respect to problems with the Products.
The user agrees, at his/her own expense, to indemnify, defend and hold harmless Generation, its subsidiaries and affiliates, and any of their directors and employees, representatives and / or agents against any claim, suit, action or other proceeding brought against them by you or a third party, to the extent that such claim, suit, action or other proceeding brought against such person is based on or arises in connection with any action of Generation including but not limited to:
- A violation of the terms and conditions hereof by Generation;
- Any use of the services provided by Generation; and
- Any misrepresentation or breach of representation or warranty made by Generation.