Frequently Asked Questions

Shipping & Delivery

Do you deliver across Pakistan?

Yes, we deliver nationwide across Pakistan — from Karachi to Lahore, Islamabad, Peshawar, Quetta, and everywhere in between.

How long does delivery take?

Standard delivery takes 2–5 business days depending on your location. Major cities typically receive orders within 2–3 days, while remote areas may take up to 5 days.

What are the delivery charges?

Delivery charges vary by location and order value. Free shipping is available on orders above a certain amount — please check our Shipping Policy page for current rates and thresholds.

Is Cash on Delivery (COD) available?

Yes! We offer Cash on Delivery across Pakistan. You can pay in cash when your order arrives at your doorstep — no card or online payment required.

Can I track my order?

Yes. Once your order is dispatched, you will receive a tracking number via SMS or email so you can monitor your delivery in real time.

Returns & Refunds

What is your return policy?

We accept returns within 7 days of delivery if the product is unused, unopened, and in its original packaging. If you received a damaged or incorrect item, please contact us immediately and we will resolve it promptly.

How do I initiate a return?

To start a return, contact our support team via email at support@gensessentials.com or reach us on WhatsApp. Please include your order number and reason for return.

When will I receive my refund?

Once your return is received and inspected, refunds are processed within 5–7 business days. Refunds are issued via the original payment method or as store credit.

Product Safety

Are your products dermatologically tested?

Yes. All Gens Essentials products are formulated with clinically validated ingredients and are dermatologically tested for safety and efficacy.

Are your products suitable for sensitive skin?

Our formulas are designed to be gentle and effective. However, if you have highly sensitive skin or a known skin condition, we recommend doing a patch test before full application and consulting a dermatologist if needed.

Are your products free from harmful chemicals?

Yes. We are committed to clean formulation. Our products are free from parabens, sulfates, artificial dyes, and other harmful additives. Full ingredient lists are available on each product page.

Can I use your products during pregnancy?

While our products use clean, safe ingredients, we always recommend consulting your doctor or dermatologist before introducing new skincare products during pregnancy.

Orders & Payments

What payment methods do you accept?

We accept Cash on Delivery (COD), debit/credit cards, and bank transfers. More payment options may be available at checkout.

Can I change or cancel my order after placing it?

Orders can be modified or cancelled within 12 hours of placement. After that, the order may already be processed for dispatch. Please contact us as soon as possible if you need to make changes.