Jumia Customer Care

Look up your question by issue type

Popular Questions

Yes. Please show your ID to the delivery associate / pick up station. It can be your Voters Card, Driver's License, Work ID or your Passport.

Yes. Please ensure your representative has the tracking number and a signed copy of your ID.

Yes. Please ensure your representative has your tracking number.

Yes. We will refund you 100% of the cost of the item plus your shipping fee. Our customer service agent will contact you within 2 business days to initiate a refund. To find out more about our return and refund policy, go to https://www.jumia.com.ng/returns-refunds/

  • You can cancel your order by ​contacting our Customer Service here. If your order has already been shipped, we will try to stop its delivery.
  • Please note that it is a bit difficult to hand pick one package out of tens of thousands of packages we process daily. You can simply reject the item on delivery and ignore any email or SMS regarding the delivery / pick-up of package.

Yes. We are committed to offering our customers only 100% genuine and original products. We also take all necessary actions to ensure that any seller found to be selling non-genuine products is immediately delisted from Jumia.

Please contact us here if you think a product listed on our website does not meet these standards.

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.

You may receive items in your order separately because they are sold by different sellers and we ship as quickly as items become available.

No, you don't need an existing account to shop with us.

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 an account or Login into your existing account by entering your email and password
  • Enter your shipping/billing information
  • Choose your preferred payment option
  • Click on 'Confirm order' to 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. If you are unsure of whether your order has been confirmed or not, please contact our Customer Service Call Center on 0700 6000 000 or contact us here a few hours after your order placement.

Step 1: Log your return request
  1. Option 1: Go to my account - create your return and you are done!
  2. Option 2: Call our customer care at 0700 6000 000 or contact us here 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 station, please drop your package at your selected drop off station 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. Once your order has left our warehouse, you can track its status by entering your tracking number on https://www.jumia.com.ng/track/.

Products & Prices

Yes. We are committed to offering our customers only 100% genuine and original products. We also take all necessary actions to ensure that any seller found to be selling non-genuine products is immediately delisted from Jumia.

Please contact us here if you think a product listed on our website does not meet these standards.

It is advised that you check what other customers have said about a product before you buy. Click here for a guide to product quality and reviews

Yes, Jumia only offers 100% new products.

Please contact us here if you think a product listed on our website that does not meet this condition.

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. 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.

Prices on Jumia are not negotiable. Jumia has thousands of sellers who 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 specified in the product description. 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 6000 000 or contact us here.

Jumia provides you with chance to return your product within 7 days after delivery. If you have warranty on your product, potential issues may be covered under the warranty after 7 days.

If a warranty is offered on a product, the warranty period will be displayed on the right side of the 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. If you have further questions, please contact our Customer Service Call Center at 0700 6000 000 or contact us here.

You can claim 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 6000 000 or contact us here for the contact information of the service center. Please note that warranties are covered by Sellers. As a result, different sellers may offer different warranties for each product.

Please refer to the manufacturer (or service center) details on the warranty card included with your product. You can also check the product page on Jumia.com.ng 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. Do not hesitate to contact our Customer Service Call Center at 0700 6000 000 or contact us here so we can help you 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 get in touch with our Customer Service Team at 0700 6000 000 or contact us here so we can help you to resolve the issue.

Please get in touch with our Customer Service Team at 0700 6000 000 or contact us here so we can help you to resolve the issue.

The warranty for your product should start from the date of order. Please contact our Customer Service Team at 0700 6000 000 or contact us here if this is not the case.

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 an account or Login into your existing account by entering your email and password
  • Enter your shipping/billing information
  • Choose your preferred payment option
  • Click on 'Confirm order' to 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. If you are unsure of whether your order has been confirmed or not, please contact our Customer Service Call Center on 0700 6000 000 or contact us here a few hours after your order placement.

We'll send you an email once your order has been confirmed.

Please contact our Customer Service Team on ​ 0700 6000 000 or contact us here so we can help you to resolve the issue.

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://www.jumia.com.ng/track/.

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 Express.

  • You can cancel your order by ​contacting our Customer Service here. If your order has already been shipped, we will try to stop its delivery.
  • Please note that it is a bit difficult to hand pick one package out of tens of thousands of packages we process daily. You can simply reject the item on delivery and ignore any email or SMS regarding the delivery / pick-up of package.

We do our best to deliver on time. If in some exceptional case we are late, we will then inform you proactively. In case of doubt any question do not hesitate to ​contact our Customer Support Team ​on​ 0700 6000 000 or contact us here. You can also follow your order's progress by entering the order tracking number on https://tracking.Jumia.com.ng/package/tracking.

If you are having trouble placing products in your cart, please make sure that you have made all relevant size and color selections. If you still have problems, this may mean that the item you are trying to buy is sold out. Contact our Customer Service Support Team on 0700 6000 000 or contact us here.

A hard copy of the invoice will always be sent along with your order. If you have not received an invoice, Contact our Customer Service Support Team on 0700 6000 000 or contact us here and we will send it to you.

Payment

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

You can find details of these payment methods at the final step of checkout.

PoD stands for Pay on Delivery. With PoD, you can pay in cash or with a valid naira bank card to the delivery agent upon receipt of your order.

Note:

At the end of the checkout choose Credit / Debit Card as your preferred payment option 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.Click here to find out more

It's simple! When you get to the payment stage at checkout, simply enter the gift card code in the voucher box and click apply.

JumiaPay is a new and free online payment service that enables you to send payments online securely, instantly, and cost-effectively. Click here to find more about paying with JumiaPay.

The Jumia mobile app and mobile website offer all the payment options that the Jumia full website version offers. You can pay with confidence, using your preferred payment option.

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 for 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 Nigeria. 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 it is not authorized by the owner of the card.

If 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 Nigeria are also not supported on Jumia and may be declined. Remember that you can complete your order through Pay 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 don't offer payment in installments at this moment.

We only accept Naira.

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 SecurePoDe" 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 PoDe. 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.

Pay on Delivery Unavailable

It could be that:

  • You have in your cart a "shipped by overseas (see the "Jumia Global" logo)" item or a digital product (ex: ticket, coupons).
  • Your total cart value is under ₦1,000.
  • Your delivery option (Location or Pickup Station) is not eligible for Pay On Delivery.
  • Pay on Delivery is currently disabled on your account.

Our system has flagged your account as being associated with an unusual number of cancelled / rejected orders and for this reason, the Pay on Delivery option is currently disabled on your account

Pay on delivery will be activated on your account when we are able to successfully deliver your next two orders

Please contact us on 0706000000 from 8am - 8pm on Mondays to Fridays and 9am - 5pm on Weekends and Public holidays and we will look into individual cases thoroughly.

Returns & Refunds

Click here to see the categories of products that can be returned.

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 do not 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 you are done!
  2. Option 2: Call our customer care at 0700 6000 000 or contact us here 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 station, please drop your package at your selected drop off station 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 Jumia's 7-day return policy

To process your refund, you have the option to request a refund via Jumia Refund Voucher or bank transfer.

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.

If you requested a pick up, we will send you a tracking number by SMS after the pickup has been arranged. You can then follow your return by entering the tracking number at https://tracking.Jumia.com.ng/package/tracking. Please don't hestitate to get in touch with our Customer Service Team at 0700 6000 000 or contact us here, if any issues.

We apologise for this error. When possible, please verify the item delivered by our delivery agent and reject if it doesn't match what you ordered. If you were unable to check the item on delivery, not you worry, you can return it 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.

Sorry, returns are not possible after the 7 days return period. You can reach our team for further questions at contact us here.

If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.

Please, rest assured that your card will be credited within 10 to 12 working days after the acceptance of your return. If this is not the case, do not hesitate to contact our Customer Service Call Center at 0700 6000 000 or contact us here.

Please, rest assured that your bank account will be credited within 6 to 8 working days after the acceptance of your return. If this is not the case, do not hesitate to contact our Customer Service Call Center at 0700 6000 000 or contact us here.

You will have to return your product, within the 7 days after the delivery, and place a new order when it becomes available again. Please do not hesitate to contact our Customer Service Call Center at 0700 6000 000 or contact us here, who will offer the closest available substitute of the product to you.

We will arrange a pick-up at your convenience within 48 hours after you submit your return request.
Alternatively, you can drop-off the item at one of our drop off hubs. We will immediately initiate your refund once your package has passed our Quality Evaluation Check.

Yes, any free gift must be also be returned.

It will take between 5 and 13 days to send you the replacement depending on your product and location. Please refer to the product page on www.Jumia.com.ng 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 oversea are significantly longer than for other products: expect one month between your order confirmation and its delivery. Click here to find out more.

Yes, it can. Deliveries to outskirts or outer parts of a state have longer timelines. The following locations are categorized as "Other Cities" and as such, have longer delivery timelines:

Lagos
BADAGRY, EPE, IGANDO, IJANIKIN, IYANA IBA, IYANA ISHASHI, OJOKORO, OKOKOMAIKO, SEME, TOPO

Abuja
SHEDA, KUJE, KWALI, GIDAN MANGORO, IDU, KARMO, KARSHI, GWAGWA, ABAJI, ABUJA-KUJE, ABUJA-KWALI

Ogun
SANGO OTTA, OTTA TOWN, AGBARA INDUSTRIAL ESTATE, ITELE, ALAGBADO, ITELE (Ota), ITELE (Ijebu)

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.com.ng/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. Please contact our Customer Service Call Center at 0700 6000 000 or contact us here for more information.
If you want to change the shipping address to a different region or city, we will have to cancel and repurchase your original order.

You should always refuse to accept any open package, as we will not accept returns of electronics products unsealed (unless for defective reason). If you do accept such a package by mistake or find out it has been tampered with, please get in touch with our Customer Service Center immediately at 0700 6000 000 or contact us here.

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 Abuja would have a different estimated delivery time for customers in Lagos than a mobile phone shipping from Lagos.

Items sourced from different sellers are shipped separately to make sure that there is no delay in fulfilment of your order. Be rest assured that you will get all your items within the delivery period stated 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 Nigeria through its own logistics & external logistics partners.

We accept Pay on Delivery in all cities across Nigeria, except for the locations mentioned here.

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.

Yes. Please show your ID to the delivery associate / pick up station. It can be your Voters Card, Driver's License, Work ID or your Passport.

Yes. Please ensure your representative has the tracking number and a signed copy of your ID.

Yes. Please ensure your representative has your tracking number.

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

Apologies for the inconvenience caused, please get in touch our Customer Service Call Center at 0700 6000 000 or contact us here so we can make things right.

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"

Why not just let it be and come back to us whenever you want. However, if you still want to deactivate your account please contact our Customer Service Center at 0700 6000 000 or contact us here.

We miss you when you don't 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 Express

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

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

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

Jumia Global

In order to provide you with the wides assortment of genuine products at low prices, we extend the supply of our products not only to Nigerian 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 Nigeria 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 Naira using the authorized online payment methods on Jumia. Jumia Pay is also available to purchase goods from overseas. Pay on Delivery is not accepted.

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 Nigeria, the customs clearance in Nigeria 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 6000 000 or contact us here 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 6000 000 or contact us here 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 manufacturer's 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.com.ng 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 Nigeriaís largest e-commerce mall. With more than 200,000,000 visits every month, it gives you access to sell and deliver goods to cities and towns all over Nigeria. Click here to find out more.

If you sell new and genuine products, you can register yourself immediately by visiting www.jumia.com.ng/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.

Listing products on Jumia is absolutely free! Jumia does not charge you anything for listing your products online. You only pay a small commission for what you sell. You can get to know the commission charged for your product category by contacting us on [email protected]

Privacy & Security

If you think that your Intellectual Property Right has been infringed by any of our sellers, you can send us an email to contact us here.

We take security very seriously at Jumia. If you're a tech guru & you have found an issue which has a real world impact, you can report it to contact us here with these details:

  1. Steps to reproduce the bug/issue.
  2. Your web browser/mobile browser's name or app and version.
  3. Screenshot/screencast (if any).