Jumia Customer Care

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Popular Questions

No, you dont need to have already an account created.

Shopping on Jumia is easy! Once you have found the product you want to buy, just follow the steps below:

  • Click on 'buy now', to add this product to your cart,
  • Click on'cart' in the top right corner,
  • Register/Login into your account by entering your email and password,
  • Enter your shipping/billing information,
  • Choose your preferred payment option,
  • Click on 'Confirm order' to proceed to the payement portal and complete your order.

Once your order is placed, we will either automatically confirm it by notifying you via email, or we will call you for confirmation in case we need more details. Please note that this confirmation is a mandatory step before we ship your order. In case you have a doubt about whether the confirmation was done or not, do not hesitate to contact our Customer Service Call Center at 0700 000 990, 0711 011 011 or [email protected] a few hours after your order placement.

Click here to find out more

You can choose from the different payment methods available on Jumia. Please find below the list of available payment methods:

You can find the payment methods during the final step of checkout in detail. Do not hesitate to contact our Customer Service for more information.

Step 1: Log your return request
  1. Option 1: Go to your account - create your return and you are done!
  2. Option 2: Call our customer care at 0700 000 990, 0711 011 011 or [email protected] to create your return.
Step 2: Pack your product
  • Pack your product according to the return conditions.
  • Include all tags, accessories or free gifts you received
Step 3: Return your product
  1. If you requested a pickup, we will contact you to arrange a pickup time.
  2. If you selected a drop-off: Please drop your package at the chosen place following the given instructions (no shipping charges will apply).

Click here to find out more

There are no hidden costs or charges when you order from Jumia. All costs are 100% visible at the end of the checkout process.

We will send you regular updates about the status of your order via emails and SMS. After your order has left our warehouse and is on its way to you, you can also track its status by entering your tracking number on https://tracking.jumia.co.ke/package/tracking.

Products & Prices

You can start by clicking on a category name from the category menu on the left side of the website. This shows all the products we have within that category. If you know what you are looking for, just type the name of the product or brand in our search bar at the top of the page and click Search.

There are no hidden costs or charges when you order from Jumia. All costs are 100% visible at the end of the checkout process.

Prices on Jumia are not negotiable. Jumia has thousands of sellers which offer you the best prices and deals.

Some of our products are offered by different sellers. This allows you to choose your preferred offer. If a product is sold by different sellers, you will find the alternative prices of other sellers in the product page.

Free installation is not offered unless in very specific exceptions.. Be sure to check the product description of products to get more details about installation. In case of doubt, do not hesitate to contact our Customer Service Call Center at 0700 000 990, 0711 011 011 or [email protected] or [email protected].

Jumia provides you with chance to return your product within 7 days after delivery. Past those 7 days, potential issues will be covered directly by the Seller if the product was provided with a warranty.

If a warranty is offered on a product, the warranty period will be displayed on the right product page. If a product is sold by multiple vendors, the warranty period offered by each vendor will be displayed to the right of Seller name, in the 'more information' box. In case of doubt, do not hesitate to contact our Customer Service Call Center at 0700 000 990, 0711 011 011 or [email protected].

Warranties are covered by Sellers, not by Jumia. You can claim any warranty by presenting your product and the warranty card at an authorized service center of the Seller. Do not hesitate to contact our Customer Service Call Center at 0700 000 990, 0711 011 011 or [email protected] to be provided with the contact information of the service center of the Seller of your product.

Please refer to the manufacturer (or service center) details on the warranty card included with your product or go to your product page on jumia.co.ke and look for warranty/service center information in the "description" tab. If there is no warranty card, please check the user manual or product packaging for more details or get in touch with our Customer Service Call Center at 0700 000 990, 0711 011 011 or [email protected] so we can help you to resolve the issue.

Warranty terms for products may change over time. Rest assured, you will be entitled to the terms listed on the warranty card at the time of purchase.

Please always follow the instructions written on the warranty card provided by the brand.

Warranty terms for a product may change over time. Rest assured, you will be entitled to the terms listed on the warranty card at the time of purchase.

Even if you've lost your warranty card, you can still claim warranty by presenting your Jumia invoice at any authorized service center.

Order

Shopping on Jumia is easy! Once you have found the product you want to buy, just follow the steps below:

  • Click on 'buy now', to add this product to your cart,
  • Click on'cart' in the top right corner,
  • Register/Login into your account by entering your email and password,
  • Enter your shipping/billing information,
  • Choose your preferred payment option,
  • Click on 'Confirm order' to proceed to the payment portal and complete your order.

Once your order is placed, we will either automatically confirm it by notifying you via email, or we will call you for confirmation in case we need more details. Please note that this confirmation is a mandatory step before we ship your order. In case you have a doubt about whether the confirmation was done or not, do not hesitate to contact our Customer Service Call Center at 0700 000 990, 0711 011 011 or [email protected] a few hours after your order placement.

We'll send you an email once your order has been confirmed! We'll also send you an email as soon as your order left our warehouse (shipped).

We will send you regular updates about the status of your order via emails and SMS. After your order has left our warehouse and is on its way to you, you can also track its status by entering your tracking number on https://tracking.jumia.co.ke/package/tracking.

We do our best to get your orders delivered by the date listed on the product page. You can find more information about our delivery timelines here. We also offer a premium delivery service for selected brands called Jumia First.

  • If you have not already received the email information that your order was shipped, you can simply cancel your order by getting in touch with our Customer Service Center.
  • If your order has already been shipped you will not be able to cancel it, but still potentially be able to return it (Check out our Return policy for detailed information).

Payment

You can choose from the different payment methods available on Jumia. Please find below the list of available payment methods:

You can find the payment methods during the final step of checkout in detail. Do not hesitate to contact our Customer Service for more information.

CoD stands for Cash On Delivery. With CoD, you can pay in cash to the delivery agent upon receipt of your order.

Note:

  • Some products, regions or pickup stations may not be available for CoD.
  • Gift cards or vouchers cannot be used to make CoD payments.

At the end of the checkout chose Credit / Debit Card as payment options and follow the steps after confirming your purchase. Make sure that your bank activated your Credit Card for online payments. Please note that Jumia provides the utmost security on your payments. Jumia has been operating in e-commerce in Africa since 2012, with a proven record for top security around the payments processed. Click here to find out more

If no payment option is shown after you have entered your shipping information, you need to go back to your cart and make sure that you have only selected non Jumia Global Products. If it is the case and you still cannot access Cash on Delivery, it may relate to your Region or some other very specific reasons: please contact our Customer Service Contact Center at 0700 000 990, 0711 011 011 or [email protected].

Its simple! When you get to the payment stage while in checkout, simply enter the gift card code in the voucher box.

The Jumia mobile app and mobile website offers all the payment options that the Jumia website version offers. You can pay without any worries with the preferred option of your choice.

There are no hidden charges when you make a purchase on Jumia. The order amount is inclusive of all taxes and shipping fees. In case your order is delivered partially you will be required to pay only for the item that has been delivered to you. The order amount will be mentioned on the parcel and the invoice. Please note that we will never ask you to pay extra cash to the delivery.

Note: For International Payment via Credit / Debit card you may be charged a cross border fee by your issuing bank as our payment processor is based outside Kenya. For information on the exact charges please contact your issuing bank.

Fraud detection and prevention are very important to us. We take all steps to ensure that transactions are genuine and that our customer's details are completely secure. Online payments are monitored continuously for suspicious activity and some transactions are verified manually if we feel that its not authorized by the owner of the card.

IIf you experience trouble completing payment through debit/credit card, first thing to do is to make sure that your card is activated for online payments and that you have enough funds/limit to complete the transaction. Your bank can help you verify these details.

Some cards issued outside Kenya are also not supported on Jumia and may be declined. Remember that you can complete your order through Cash on Delivery and pay at your doorstep or through other available mode(s) of payment (except for some very specific regions and pickup stations, as well as for products shipped from oversea).

Sorry, we only accept one payment method per order.

Sorry, we dont offer payment in installments at this moment.

We only accept Shilling.

If your Gift Card value is less than the order amount, you will be asked to select an additional payment method to complete the payment.

The 3D Secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the Verified by VISA" and Mastercard SecureCode" services.

3D secure password is an additional one-time password, that you will be asked to enter on the payments page. This password is known only to you, and is sent to you via email or text. This ensures that only you can use your card for online purchases.

When paying with Debit / Credit card on Jumia, we will ask you for your 16 digit Card number and expiry date and CVV (Card Verification Value)/Security Code. Please note that Jumia doesn't save your card information(unless you specify) or CVV information and you will be asked to enter it each time you purchase on Jumia.

Returns & Refunds

All products sold on jumia.co.ke can be returned for free! Only custom made products and international deliveries cannot be returned. Click here to find out more

Products can be returned only during the 7 days following the delivery, with the below conditions:

Condition A:
  • If the product is not as you expected/not as advertised; or
  • If you dont want the product anymore. Then the product must be returned unused, in its original packaging and with all seals & tags intact
Condition B:
  • If the product is damaged at arrival, defective at arrival or counterfeit; or
  • If your fashion product is the wrong size. Then the product must be returned in its original packaging. All accessories, tags and free gifts must also be returned.
Step 1: Log your return request
  1. Option 1: Go to my account - create your return and youre done!
  2. Option 2: Call our customer care at 0700 000 990, 0711 011 011 or [email protected] to create your return.
Step 2: Pack your product
  • Pack your product according to the return conditions.
  • Include all tags, accessories or free gifts you received
Step 3: Return your product
  1. If you requested a pickup, we will contact you to arrange a pickup time.
  2. If you selected a drop-off: Please drop your package at the chosen place following the given instructions (no shipping charges will apply).

Click here to find out more

You can initiate your return within 7 days of delivery. For example: If you received your order on the 5th, then have until the 12th to request a return.

You can request a refund if:

  • You cancelled a prepaid order
  • You rejected a prepaid order
  • You returned an order within Jumias 7-day return policy

Refunds are done using the same method of payment as the one done during the payment.

Once your item has been retrieved, expect an overall duration of 10 days to receive your refund, provided the return is matching the returns conditions.

Sorry, Please always if possible on your side, verify the item delivered when given by the delivery agent. And reject if not matching your order. In case you accepted it from the delivery agent, you can still return within 7 days (see information about the return policy).

Yes, the refunded amount would also include the shipping amount you were charged.

There are no charges for shipping a product back to Jumia.

No, you do not have to return your whole order. You can return certain product(s).

If your return is not cleared for refund, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.

Please note that we will make 3 attempts to return the product to you. However, after this, we will cancel the return procedure and will keep the product with us for a maximum of 60 days.

For returns within Nairobi once your return or replacement is accepted, well schedule for it to be picked up from your address.

Requests received before 10 am will be picked up on the same day or the next business day.
Requests received after 10 am will be picked up on the following two next business days.

For returns outside these areas, you will have to drop-off the item at a one of the service center of our logistics partner. We will send you a tracking number via SMS after the pickup has been arranged. We will immediately initiate your replacement or refund when we have received your package and it has passed our Quality Evaluation. Once your item has been retrieved, expect an overall duration of 10 days to receive your refund, if the return is matching the returns conditions

Yes, any free gift must be also be returned.

It will take between 5 and 24 days to send you the replacement depending on your product and location. Please refer to the product page on www.jumia.co.ke for further information about delivery time.

Once your product is received we carry out the checks necessary to ensure that the returned item fulfills the required conditions. Once your item has been retrieved, expect an overall duration of 10 days to receive your refund, if the return is matching the returns conditions

Delivery

Delivery timelines vary depending on your city and your selected product. Please be informed that delivery timelines for products shipped from overseas are significantly longer than for other products: expect one month between your order confirmation and its delivery. Click here to find out more.

We will send you regular updates about the status of your order via emails and SMS. After your order has left our warehouse and is on its way to you, you can also track its status by entering your tracking number on https://tracking.jumia.co.ke/package/tracking.

You can request for your order to be delivered to a different address within the same region or city before your order is shipped: for that please contact our Customer Service Call Center at 01 460 4400/0700 6000 000 or [email protected].
If you want to change the shipping address to a different region or city, we will have to cancel and repurchase your original order.

We will attempt to deliver your order again the next working day. We will try to deliver a total of 3 times before cancelling your order.

Yes, our delivery person will contact you to confirm your availability and exact location.

Delivery charges are the costs undertaken by Jumia and our logistics partners to bring your ordered item(s) to your doorstep.

Estimated delivery times depend on the location of the seller. For example, a mobile phone shipping from Nairobi would have a different estimated delivery time for customers in Nairobi than a mobile phone shipping from Nairobi.

Items sourced from different sellers are shipped separately to make sure that there is no delay in fulfilment of your order. Rest assured that you will get all your items within the delivery period mentioned on the product pages of those items.

Yes! Your parcel can be delivered to any address convenient for you. Just enter your preferred address as your 'shipping address' during checkout.

Jumia delivers all across Kenya through its own logistics & external logistics partners.

We accept Cash on Delivery in all cities across Kenya, except for certain pre-payment only locations.

Yes, this option can be chosen at the checkout step. You will be notified when your items arrive at the pickup station you chose, so you can come for pick up.
Please be informed that once available at this pickup station you will have 7 days maximum to pickup your item. After 7 days the item would be sent back to the Seller and your order, cancelled.

No, we do not provide international delivery.

No need to worry. We will help you replace your order at no extra cost.

Jumia Services are Jumia logistics services

Login my account

  • Start by clicking "Your Account" and then sign up in the top right corner of your screen.
  • You will then be asked to provide some basic information.
  • When you have provided the required information, click submit to finish the sign-up process.
  • We will send you an email to welcome you to Jumia.
  • Click Your Account and then Login in the top right side of your screen.
  • Enter your registered email address and click Proceed.
  • Now click the Forgot your Password button to get an email on your registered account with instructions on how to set a new password.

To add an additional delivery address to your account:

  • Click Your Account in the top right corner of your screen (if you are logged in you would see your name there).
  • Now click Address Book in the left side of the screen.
  • Click on Add a New Address, enter the details of the new address and click on Save this Address.

To make sure that your account is always secure, multiple email addresses cannot be added. However, you can replace your current email address with a new one anytime from "Your Account".

Your email address helps us provide timely information to you about your order. It also acts as your username and helps you log in.

  • Click "Your Account" in the top right corner of your screen (if you are logged in you would see your name there).
  • In the contact details box click "Change Password"
  • Enter the required information and click "Submit"

We miss you when you dont visit us enough but we never deactivate your account unless you requested it, or for exceptional cases of customers with very high repeated order rejection rate.

Jumia First

Jumia First items are stored in Jumia's warehouse, which ensures very fast delivery, no out of stock cancellations, and highest standards of quality storage. Jumia First items are delivered with the same shipping charges than the other products, and do no request any subscription: choosing Jumia First items ensures you a premium without extra charges!

Jumia First is only available for selected products. To find out if a product is available with Jumia First or not simply look for the Jumia First logo on the product page. You can also use the Jumia First filter to only see items available with Jumia First.

Yes, our timelines for picking up your returned items (whatever Jumia First or not) are the same as the ones to deliver Jumia First items.

Jumia Global

In order to provide you with the widest assortment of genuine products at low prices, we extend the supply of our products not only to Kenyan Sellers but also to Sellers from all around the world. Those products, shipped from oversea, are marked Jumia Global. Those products are delivered a month after order confirmation. Prepayment is required to buy those products, and their return is accepted only for defective reason.

Jumia now enables you to shop for products from sellers located overseas. Those products will be brought by Jumia to Kenya and delivered to you door step.

When shopping on Jumia, you will notice that some products are flagged as "Shipped from overseas". They also have the "Jumia Global Logo" under the product name. On the product pages, they are flagged on product pages on the top right corner as Shipped from overseas.

Warranty conditions vary by product, please check individual product pages for details. Product manuals, instructions and safety warnings may not be in destination country languages.

Prices include international shipping and customs. Jumia protects you against potential reevaluations at customs clearance. Local delivery fees can be charged at checkout depending on your address.

You can pay for your orders in Shillings using the authorized online payment methods on Jumia.

Once your order is shipped, Jumia cannot halt delivery as the import process has started. Cancellations are therefore not authorized after order confirmation.

The delivery timeline is indicated on the product page under the name of the seller. This delivery timeline is in business days, meaning it doesn't take into account weekend days and public holidays. It includes the time for the seller to fulfill the order, the international shipping to Kenya, the customs clearance in Kenya and the first attempt to deliver your order.

In case your item has not yet reached you within the estimated delivery time displayed on the product page, please contact our Customer Service at 0700 000 990, 0711 011 011 or [email protected] between 8am and 8pm on weekdays and 9am to 5pm on weekends for clarification.
You will be able to enquire on the estimated delivery date and you will be given the choice to cancel your order if the delivery timeline was not respected.

On the website, using your order number and email, like a local order

No, all Shipped from overseas products are delivered at no additional cost to you, as the price includes customs fees and import duties. You are not expected to pay any additional duties or taxes. If you are asked by Customs or our logistic partner to pay duties, please contact our Customer Service at 0700 000 990, 0711 011 011 or [email protected] between 8am and 8pm on weekdays and 9am to 5pm on weekends for clarification.

For items flagged as Shipped from Overseas, returns are only accepted for the below reasons:

Reason Description
Defective Item Item is damaged upon delivery or not according to manufacturers specification
Wrong Item If you received an item different from what you ordered.

For example, we do not accept returns if size does not fit, or if client dislike the product (color, material, style). We encourage you to carefully check full description of the items and confirm it will meet all your expectations before placing your order

You can find how to return your products here.

Jumia Sales Campaigns

Special event prices become active at the time mentioned with the campaigns details. Stay tuned to jumia.co.ke for more details.

Usually there's no restriction on the quantity of an item you can buy but during special events like Black Friday, Jumia Anniversary or Mobile Week, we might put a restriction on some in demand items so that everybody gets a chance to enjoy our amazing deals.

Jumia ensures that all items ordered during special events like Black Friday and Mobile Week are delivered within the delivery timeline as communicated on the product page. Those may vary from usual delivery timeline, so do check the product page delivery timeline information at the moment of the order.

If your order was placed while the special promotional prices were active that's all you have to pay.

Selling on Jumia

Jumia is Kenays largest e-commerce mall. With more than 6,000,000 visits every month, it gives you access to sell and deliver goods to cities and towns all over Kenya. Click here to find out more.

If you sell new and genuine products, you can register yourself immediately by visiting www.jumia.co.ke/market-place and filling out a brief form. Within 3 business days, someone from our team will get in touch with you to guide you through the rest of the process.

If you sell new and genuine products, you can sell on Jumia. Click here to find out more.

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