Frequently Asked Questions
What should I do to shop at JUMIA?
How do I register?
Congratulations! You now have an account and are ready to start shopping!
Can I place an order without registering my account?
Before you place an order with us, you must register with us. It is very important for you to have an account and login in order to have full access to JUMIA.We understand how valuable your time is and our registration has been designed to take up not more than a few minutes of your time. This will save you the trouble of entering this information on every purchase you make from us.
Do you have a showroom? Where is your store/branch?
JUMIA is an online retail store and hence does not have any physical location. However, by being exclusively online, we can offer much more products than any other physical store in the country! To purchase items with us, please visit our website and you will then have access to a great selection of items across different categories.
Can I come and check the items out before I buy them?
JUMIA is an online shopping website. All of our items are stored in a warehouse that is not open to customers. We offer a much simpler solution: Everything you see on our website can be bought and delivered to your doorstep free of charge. In case you don't like your item or you have changed your mind, you have 7 days to exchange it or order a new item, or get your credit back within 15 days.
What kind of products do you have at JUMIA?
We have a wide variety of categories at JUMIA, like electronics, mobile phones, accessories, kitchen appliances, fashion, health and beauty products, books & more! JUMIA offers you genuine products only; as we never source from the grey market.
How do I search for a particular product?
Just enter what you are looking for in our powerful search bar on the top right of the page, and it will give you all the relevant products corresponding to your query. We offer you the possibility to further refine your search according to the category tab available on the search bar.
Does JUMIA guarantee authenticity of its products?
We only sell 100% authentic products at JUMIA and we guarantee that they are all original. We stand behind the authenticity of every product we sell. All of our products are sourced from authorized distributors and are of premier quality.
What if I don’t like my order? What if I change my mind?
At JUMIA, we have a very flexible 7 days return policy. As long as the products are still in saleable condition, and it is within 7 days of delivery, you can exchange your order or return it for JUMIA Store Credit. To request an exchange or refund, please contact the customer support team via e-mail at [email protected] or call us on 020 523 0600 or 0700 000 990 to schedule the pick-up. Once we receive the returned item, we can send you the store credit that can be used in purchasing replacements.
What if something happens to my product? What if my product needs repair?
For a limited time only, JUMIA offers a 12 months warranty on all electronic products for free! If anything happens to the item, all you have to do is let us know through email or phone, so that we can send you a courier to pick the item up and pass it to our supplier for repair. Repair is fully free of charge unless it is a misuse situation. In this case, our customer support team will contact you to inform you of the repair charge in case you would like to proceed with repair and pay for it.
How can I provide some feedback about a product?
We always welcome all kinds of feedback and comments from our customers on all our products. Meeting our customers’ expectations is our number one priority here at JUMIA, as we strive to continuously improve our services and the products that we offer. Just fill in the “Write a Review Now” tab under the corresponding product. Also please feel free to call our Customer Service lines 020 523 0600 or 0700 000 990 or write us an email at [email protected] to voice your concerns. We strive to satisfy all our customers' wishes. Even if we don’t currently offer your desired model in our range, we are happy to listen to your tips for improving our future product selection.
How can I always be updated about your new products and offers?
To be able to keep track of our new products, offers and deals, you are advised to subscribe to our newsletter, which will be sent to you via email. You can also like our Facebook page that is always updated with everything new.
How can I pay for my order?
Cash on Delivery: Cash on Delivery (COD) payment method is our most convenient payment method. Using this service, you can select to pay in cash to the delivery agent upon receiving your order. Mobile money: We also accept Mobile money payments through M-pesa, Airtel money, Yucash and Orange money. Once your mobile money payment is received by JUMIA, you will receive an order confirmation after which your order will be dispatched to your doorstep. Remember to always include the money transfer charges. Please refer to our payment policy on how to make payments using your mobile service provider.
My address is wrong. What do I do?
No worries! You can either write us an email at [email protected] to notify us of your correct address, or you can contact customer service on the numbers 020 523 0600 or 0700 000 990 and provide them with it.
How much does shipping / delivery cost?
Please note that we charge only 200 Ksh as shipping for orders that cost less than Ksh 5000 but NO shipping costs for any that cost more. Return shipping is also FREE OF CHARGE. This means that you only pay the price indicated against the product that you order.
How long does it take for my order to be delivered?
Delivery at JUMIA takes from three to six business days depending on your location.
My package still hasn’t arrived – what now?
If your order has taken longer than the expected timeframe to arrive, please contact the customer support team by email at [email protected] or call us on the numbers 020 523 0600 or 0700 000 990 and we will be happy to assist you.
What is the return notice period?
We provide our customers with a 7-day notice period for returns. This return period starts from the day the order was delivered to your doorstep. Please note that the items must be in their original condition, unused and sealed.
What happens to the voucher I used to buy an item if I ask for a return/exchange?
We still provide you with a new voucher instead of the one you used up so that you won’t lose the benefit of having a discount!
What items are non-returnable?
The non-returnable items on JUMIA are books, CDs, DVDs, any type of electronic memory devices (i.e. USB, Memory Card, etc.), underwear, swimsuits, lingerie & perfumes.
How do I contact customer service?
You can easily contact the customer service team via two options: Through the telephone numbers 020 523 0600 or 0700 000 990, our working hours are 8.30 am-8 pm Monday-Friday, 10am-2pm on Saturday or, Send an email directly to [email protected]
How do I redeem my coupon voucher?
Your coupon voucher is usually a code of letters and numbers. When placing an order, please input the coupon code into the ‘Coupon’ box, at the bottom of the checkout page, and select “Use Coupon”. We will automatically show you how much your order costs before using the coupon and how much you’re expected to pay after this discount. Once that’s done you can proceed to checkout.
Can I use more than one voucher at a time?
You can only use one coupon voucher per order.
Can I use a voucher more than once?
Usually, our issued vouchers can only be used once, unless it states otherwise on its terms and conditions.
Can I use a voucher on an order that has already been placed?
Unfortunately coupons can only be used during the ordering process, before you check out, and you can only use one coupon per order. Once you've placed an order you cannot change the price afterwards and the grand total of your order will be stated in the order confirmation email that you receive after placing an order. If you have an unused coupon, you can always use it in your next order!
What if I missed the voucher redemption date?
We advise our customers to check when the redemption date is due and make sure to use their e-voucher within the specified time period. It is the responsibility of the e-voucher holder to make sure that they meet the deadline of the redemption date or else they wouldn’t benefit from their e-voucher. If the redemption time period passes and you did not use your coupon voucher, it will become useless and no refunds or compensations will be available.
How can I get a voucher?
We are continuously making new offers and discounts at JUMIA. To stay updated with our latest deals and get any coupon vouchers offered, you are advised to subscribe to our newsletter, which will be sent to you via email. You can also like our Facebook page that is always updated with everything new.
How can I cancel an order?
At JUMIA, the most important for us is that you feel comfortable buying the items you really want. If you want to cancel an order, the rule is that the sooner you inform us the better! Please send us a request on our email [email protected] or call us on 020 523 0600 or 0700 000 990 and we will take care of everything!
If I used a coupon on an order and then I cancelled it, can I still benefit from the discount?
If you used a coupon on a cancelled order, kindly please inform us with the coupon code that you have used and we will immediately replace it for you. We will issue you a new coupon with the same value of the old one so that you can use it while placing your new order on the website.
What if I forgot my password?
Don’t worry if you forget your password, as it is very easy to reset it. Please login to your account on JUMIA, click “Account” and go to the “Registered Customers” box and click “Forgot Password.” Type your email address then click “Submit.” An automatic password reset will be sent to your email address.
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