Frequently Asked Questions(FAQs)
International Shipping
  1. What is International Shipping?
    International shipping allows for documents and parcels to be dropped off at participating Jumia vendor drop off hubs and pickup stations for fast and economical shipping to over 220 countries anywhere in the world.
  2. Is there a weight or size limitation?
    Yes to support efficient air freight shipping there is a 70kg weight limit and the maximum length per package to be less than 274cm.
  3. What is the timeline for delivery once I drop off the package?
    Typically 3 business days however in light of Coronavirus uncertainties on international freight timelines have been extended to 5 days from drop off.
  4. What types of goods cannot be shipped?
    Prohibited items, dangerous goods, hazardous materials and food items cannot be shipped, important to view the prohibited and dangerous goods list at the Jumia drop off location prior to shipping.
How to Access
  1. How do I access the international shipping service?
    Visit the nearest participating Jumia vendor drop off hub or pickup station to drop off your parcel or documents, the service has been launched in 8 locations with more locations going live soon.
  2. How do I know which Jumia locations are providing the service?
    See below addresses on the 8 launch locations, more locations going live soon:
    Hub Name Address
    Kisumu Lake Basinmall, Mezzanine floor, Shop No. 28B
    Naivasha Cedar Complex, Opposite Naivasha sub-county Refferal Hospital, Kenyatta Avenue
    Eldoret ZonMall Office, 1st Floor, next to Boresha Sacco, Opposite Bang'etuny Plaza, Uganda Road
    Nakuru Lydia Arcade, Kenyatta Avenue Opposite Equity Bank, Ground Floor Room GF12
    Mombasa Kenyatta Avenue at Guishan, Next to National Oil, Opposite Badar Pharmacy
    Kantaria Kantaria House, Ground Floor, Along Muindi Mbingu Street, Opposite Jevanjee Gardens
    Karen The Hub Karen, Dagoretti Rd, Nairobi City
    Westlands Kaka House, Maua Close, Ground Floor
Pricing
  1. What is the cost of shipping and how is the rate determined?
    • Pricing is calculated based on the destination country and the billable weight.
    • Discounted rates are available for documents that fit within standard envelopes.
    • For documents larger than envelopes and non-documents the actual weight is captured in addition to the dimensional weight. The greater of the actual weight and dimensional weight is the used (billable weight) to determine the rate for the specific destination country.
    • Insurance is recommended where the declared value is greater than 100 USD, insurance is calculated at a standard rate of 1% of the declared value.
  2. Will it be prepaid or COD?
    Payment to be completed at the point of drop off. Note with our international shipping service, taxes (incl. duties) where applicable at the destination country will be at the cost of the receiver.
Delivery
  1. How do I track my item sent via the logistic service? Will I get a tracking number? Is there a link to use?
    • Following drop-off of the package an air waybill tracking number is created and the package is visible for tracking.
    • The package can be tracked using the tracking number by accessing the UPS tracking portal on UPS.com or alternatively visiting the Jumia hub where the drop-off was completed.
    • Jumia Kenya will reach out to the airfreight provider UPS
Returns or Damages
  1. Will my packages be insured?
    No, insurance is optional. We recommend insurance where the declared value is more than 100 USD. Without insurance only the freight costs will be compensated in the event of damages.
  2. If I have a complaint on a product delivered - say it was delivered broken. Who can I call?
    Escalations regarding damages or losses can be raised with us (011 383 1178 or john.mmwangi@jumia.com), airwaybill tracking number and copy of the receipt to be provided to john.mmwangi@jumia.com
  3. What happens to packages not delivered?
    1. Prohibited and dangerous goods shipped are likely to be confiscated/ destroyed by customs authorities, important to view the prohibited and dangerous goods list at the Jumia drop off location.
    2. UPS Kenya will also inform the shipper in the event of a failed delivery, return of an unsuccessful delivery will attract return shipping charges.