INTERNATIONAL PRODUCT POLICY - FREQUENTLY ASKED QUESTIONS



What are products shipped from overseas and how do I identify them on the website?

Overseas products are sent by Sellers located outside Kenya.
They are flagged on product pages on the top right corner as “Shipped from overseas.”


What payment method can I use to buy products shipped from overseas?

You can pay for your "Shipped from Overseas" items using; Jumia Pay via Mpesa, credit & Debit Cards
We do not accept Cash on Delivery for overseas items.


What if I want to cancel my Overseas Product?

Orders cannot be cancelled once the order has been shipped.



When will I receive my item exactly?
Click here for get more information about our delivery timelines.

Once your order is dispatched by the seller, you will receive an email to confirm that your package is on its way. On My orders page you can access your order status and tracking number.

What happen if I did not receive my product within the estimated delivery time?

In case your item has not yet reached you within the estimated delivery time displayed on the product page, please click HERE and fill the form or call us at 0711 011 011 between 8am and 8pm on weekdays and 9am to 3pm on weekends and public holidays for clarification.


Do I have to pay extra duties or taxes for Overseas Product?

All “Shipped from overseas” products are delivered at an additional cost; The international customs fee covers for international air freight charges, import & custom duties, taxes and clearance fees paid to various third parties to ensure your item is delivered to Kenya damage free and within the shortest time possible. These charges are visible on the checkout page.
For more information on the International custom fees, click HERE and fill the form or call us at 0711 011 011 between 8am and 8pm on weekdays and 9am to 3pm on weekends and public holidays.



“Shipped from Overseas” return policy

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 manufacturer’s specification
Wrong Item If you received an item different from what you ordered.
Change of Mind Please ensure the seal is not broken nor tampered with especially Electronic items.

For example, we do not accept returns for change of mind if seal is broken. We also encourage you to carefully check full description of the items and confirm it will meet all your expectations before placing your order to ensure you are satisfied with the product.

How to return?

You can find how to return your products here



What shoud I be aware of when buying Internationally Shipped Items?

For “Shipped from overseas” items, kindly note the following:

  • Orders cannot be cancelled once in shipped status.
  • Jumia will take care of any returns due to malfunctioning products that happen within 15 days of item delivery
  • After returning your item; the amount charged for International customs fees will not be refunded
  • Warranty may not be valid; manufacturer service options may not be available (Jumia will not take care of any return after 15 days)
  • Product manuals, instructions and safety warnings may not be in destination country languages.
  • Suppliers are not responsible for delays caused by the customs department in your country.