Dear GEN Fam!
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?
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! 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. We’re still managing a huge backlog of queries, complaints, returns and other concerns on priority.
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. Your request will be in queue and it will take us about 24-48 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 24 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: share your name, address, email and the code or product link of your desired style on 0302-8447158 and we’ll 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?
Although our stores are open, we’ve relaxed 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. While we strongly encourage you to stay home, you can get your orders exchanged at a GENERATION store near you (please take all safety precautions when you step out*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. What are your store timings?
- Gulberg, Lahore : 9 00 AM to 7 00 PM (Mon to Fri)
- Emporium Mall, Lahore : 9 00 AM to 7 00 PM (Mon to Sun)
- Packages Mall, Lahore : 9 00 AM to 7 00 PM (Mon to Sun)
- Mediacom Centre, Faisalabad : 9 00 AM to 7 00 PM (Mon to Fri)
- Jinnah Super, Islamabad : 9 00 AM to 7 00 PM (Mon to Fri)
- University Road, Peshawar : 9 00 AM to 7 00 PM (Mon to Thurs)
- Dolmen City Mall, Karachi : 9 00 AM to 7 00 PM (Mon to Fri)
- Zamzama, Karachi: 9 00 AM to 7 00 PM (Mon to Fri)
- Saddar, Rawalpindi: 9 00 AM to 7 00 PM (Mon to Fri)
- Dolmen Mall(Tariq Road), Karachi: 9 00 AM to 7 00 PM (Mon to Fri)
- Mall of Multan, Multan: 9 00 AM to 7 00 PM (Mon to Sun
- Factory Outlet, Lahore: 9 00 AM to 7 00 PM (Mon to Sun)
But these timings are subject to change, as per government policies. Find out about our store locations here. Regardless, we urge you to shop with us 24/7 online www.generation.com.pk and let us deliver your GENERATION favorites to your doorstep worldwide!
Keep safe, keep healthy and play your part in flattening the curve!