Dear GEN Fam!
A few weeks ago, we let you know that we were temporarily closing our factory given the current pandemic. However, we’ve taken all necessary precautions for our online business to resume and select members of our e-commerce team are back with a bang, confidently and safely, to resume deliveries of your favorite styles nationwide!
Since we do not want any confusion at you end, we’re here to address some of your frequently asked queries:
1. When will I receive my order?
We’re currently prioritizing the dispatch of orders placed from 18th to 25th March, most of which have either been dispatched or will be delivered within April. Orders placed after 25th March are also in process of dispatch. If you’re waiting for an order, make sure you check your email (and, if it’s not there, your junk folder just in case!) where you’ll find your dispatch note as soon as your order leaves the warehouse.
We aren’t back to ‘business as usual’ just yet and expect some delays while we continue working things out and running vital process checks.
2. Why can’t I get through to your Customer Services?
The answer honestly is, we’re all going through the pandemic together! Operations have only recently resumed and there is a huge backlog of queries, complaints, returns and other concerns that we are dealing with on priority. We’re confident you will find answers to most frequently asked questions on this page and for now, we would urge you to continue to utilize this information.
Here’s how you can hear from us quickly though:
A.For order delivery/return and exchange queries
For all issues, please email email@example.com. Since we’re clearing our backlog of emails, your request will be in queue and it will take us about xx hours to respond to it. We’ve also extended our time to attend your calls and will now be available during the week from 10:00 AM till 8:00 PM (an additional two hours). In case we miss it, we will call you back in xx hours.
B. For product queries
Want to know about the availability, design details or any other aspect of a product you are looking for, drop us a DM on Facebook and Instagram with an image or product link.
C. For order placement
To help you place an order on our website, we have launched our Whatsapp services: simply go to a product and tap on the “order by Whatsapp” button where our representative will request for your name, address, email and the code or product link of your desired style and place an order for you. Queries on Whatsapp will be answered from 10:00 AM till 6:00 PM during the week and while we will try our best to resolve the weekend queries as they come along, most of them will be surely addressed on the next working day (Monday).
3. Do you have a new returns policy during COVID-19?
With our stores temporarily closed, we’ve made some updates to our returns policy to try and make shopping with us a whole lot convenient for you. After you have received your order, you have 7 days to inform us about the return/exchange. The cost of shipping the item for return/exchange will be borne by GENERATION* To request your 7-day returns extension please send an email to firstname.lastname@example.org with your order confirmation number.*Please read our returns and exchange policy to understand the conditions applicable
4. How long would my refund/exchange take during COVID-19?
If you have returned an order to the warehouse, please allow up to 7 working days for your refund, from the date you send your parcel back to us. You'll receive an email when it has been processed.
5. What if my order is fully or partially out of stock?
Sometimes, owing to the huge volumes of orders, there can arise slight discrepancies in what you see online vs. what we have physically available in our warehouse. If this is the case with one or more styles from your order, we will dispatch the ones available. In case you have paid via credit card, we will refund you for the out of stock item(s)
6.When will your stores reopen?
As much as we hope to see you in-store again soon, will only reopen when we know that the health and wellbeing of our customers, colleagues and local communities can be protected. This is an evolving situation and we will abide by the government’s policies. Our doors are closed but our store is not: shop with us 24/7 at www.generation.com.pk and we’ll deliver your favorite pieces nationwide!
7. Will Eid Collections be launched given the current lockdown?
Great news: Some sections of our factory have been opened and considering social distancing, select workers are buzzing to send our anticipated Eid Collections your way real soon- but with great caution!