FREQUENTLY ASKED QUESTIONS

How do I search for products?

Click on the category name on the left of the homepage to view the products we have within those categories. You can also use the search bar located at the top of our homepage to find your preferred products.
Click here for more information about how to find a product


How do I place an order on your website?

Once you have found your preferred product, just follow the steps below:

• Select a preferred colour/size and then click on ‘buy this now’, to add this product into your cart.
• Click on the ‘proceed to checkout’ tab to complete your order process
• At checkout, you will need to fill in your personal details and shipping address if you are a new customer.
• Click on your preferred payment option before clicking the ‘Place order’ button

If you encounter any problems while placing your order, do not hesitate to contact us on 01 460 4400 / 0700 6000 000 or email us at service@jumia.com.ng or contact us on Facebook, Twitter or Google+


How do I register?

Kindly click on the account tab located at the top right end of our homepage.
A pop-up screen provides you with the option to, login if you are an existing customer or register as a new customer either by filling the form with some personal information or using your FaceBook account.
After updating the required fields, click on the submit tab to create your account.


Do you sell UK used or fairly used products?

All the products on our website are brand new. We assure you authenticity and originality.


How can I sell my products on your website?

Jumia.com is the largest business-to-consumer (B2C) retail platform in Nigeria enabling businesses to sell directly to millions of consumers throughout Nigeria.
A Jumia storefront is essential to the Nigeria retail strategy of leading global businesses and the most effective avenue for Nigeria market penetration.
There are two ways to join Jumia's platform:

1. Companies with Nigeria in-country business operations can apply to www.jumia.com.ng.
2. Companies with overseas licenses are eligible for Jumia Global.

As an open platform marketplace, Jumia provides the infrastructure to host your storefront and unfiltered access to millions of shoppers.
Operating a Jumia storefront is much like operating your own B2C website, offering autonomy from design to operations to fulfillment and logistics.


What if I cannot find my particular product on Jumia.com.ng?

If we do not currently have your particular item, please inform us (contact our customer service team at service@jumia.com.ng or call us on 01 460 4400 / 0700 6000 000) as we are always looking to broaden our product selection and keep our customers satisfied. However, we have a variety of other products that are similar to what you want.


Can you deliver to me outside Lagos?

Yes, Jumia.com.ng delivers products to customers anywhere in Nigeria. We have a partnership with DHL for deliveries outside our cash on delivery (COD) locations


Can you deliver outside Nigeria?

Currently, Jumia Nigeria does not deliver outside Nigeria. However, if you are in Morocco, Egypt, Kenya and Ivory Coast, we encourage you to visit the Jumia online stores in those countries.


When will I get my product after I place an order (delivery period)?

Our standard delivery timeline of 1-6 days in Lagos and 3-8 days for regions outside Lagos. As soon as your order is dispatched from our warehouse, you will receive an email to confirm that your package is on its way. You will also be contacted by our dispatch personnel on the day of delivery.


Do you have an office address?

Yes we do. Our corporate office is located in Ikeja. However, since we are an online store, we do not have physical showrooms. Once we receive your order, we will deliver it to your doorstep.


Can I pick up my item instead of having it delivered?

Jumia.com.ng offers delivery services because of the goal of convenience. We do not encourage our customers to come to our office since products can be brought to their door steps. However, we have several pickup stations in regions like Ikeja, Lekki, Port Harcourt, Abuja, etc. Please visit the checkout page to choose a pickup of your choice from the available options.


How do you charge for shipping?

A charge is applied based on your order weight and your shipping address.


What if I am not home at the time of delivery?

Our dispatch personnel would call you before making the delivery. If you are unavailable to receive your item, a re-delivery will be scheduled within 3 days. Please note that your order will be cancelled after 2 re-delivery attempts.


Can my parcel be delivered to an office address?

Yes. Your parcel can be delivered to any address convenient for you. To make this possible, you must enter your preferred address as your ‘shipping address’ before you checkout.


My items haven't arrived yet. What can I do?

If you haven’t received your items after the 5th day, kindly contact us on 01 460 4400 / 0700 6000 000 or send an email to service@jumia.com.ng (quoting your order number). If you are located outside our COD regions (central areas of Lagos, Benin, Warri, Kaduna, Abuja, Ibadan, Port Harcourt and Abeokuta), we urge you to track the progress of your order using your tracking number on: www.tracking.jumia.com.ng/package/tracking


Which locations do you accept Cash on Delivery?

We accept cash on delivery in central areas of Lagos, Abuja, Kaduna, Kano, Calabar, Aba, Rivers, Delta, Edo, Oyo, Ogun, Uyo, Enugu, Kogi, Akure, Owerri, Osun, Bayelsa, Ekiti, LLorin, Onitcha and any other town that can be selected as cash on delivery from our website. Cash payments cannot exceed ₦200,000, but payments between ₦200,000 - ₦1,000,000 can be made via POS. You are encouraged to pay with your card on our POS machine carried by our delivery men. However, if you prefer to pay in cash, please make sure you have the exact amount as our delivery men do not carry petty cash.
Click here for more information about the Pay on Delivery option


How do I track my order?

We will send you an email when your order is shipped. You can also send an email to service@jumia.com.ng to enable us provide you with adequate updates on the status of your order. If you are located outside our COD regions, we will send a tracking code to enable you confirm the status of your order from our logistics partners: www.tracking.jumia.com.ng/package/tracking


Will I receive all my orders in a single package?

We endeavour to send products readily available as most of our customers appreciate prompt deliveries. If your orders do not come in a single package, be rest assured that the remaining item(s) will also be delivered to you within the delivery timeline


How do I make payment?

Jumia.com.ng has two payment options to choose from: Pay on Delivery or prepay via local and international Mastercard, VISA and Interswitch Verve cards. When you place your order on our website, these options are displayed and you can choose an option that is suitable for you. Click here to find out more about paying with your credit/debit card.
Click here for more information on paying with debit/credit card on Jumia


Do you offer payments in installment?

Jumia allows user to pay in installments in partnership with First Bank. You will need to use the FIrst Bank Naira Card. If you don't have one, you will be able to order one directly through Jumia when processing to checkout. Find out more here.


Are your prices negotiable?

Our prices have already been discounted to make them as competitive as possible. The prices are not negotiable.


What is 3D Secure?

It is the latest fraud prevention initiative launched by the card schemes as a more secure method for authenticating the cardholder at the time of the transaction. The instructions that you see on the pages within our site are coming directly from your card issuing banks (e.g. GTB, Zenith, Access, etc.) and any information you submit on these authentication screens are securely passed to your bank. No information will be captured, stored or viewed on any JUMIA NIGERIA system.


Will my card details be safe?

Yes, we use 'Secure Socket Layer' (SSL) technology to encrypt your payment card to ensure your details are safe.


Why has my card been declined?

There can been several reasons why your card has been refused such as the use of a wrong PIN. For further details, please contact your card issuer.


Can I use two methods of payment when ordering online?

Unfortunately we currently only accept one payment method per order. However, this is something we are looking to introduce in the future.


    I am having trouble placing items in the cart. Why is this?
     In order to put items in the basket, you should adjust the security settings of your browser. Please follow the steps below:

For Internet Explorer 6 or 7:
  1. Click Tools.
  2. In the drop down selection menu, select Internet Options.
  3. Click the Security tab.
  4. Click the "Security level for this zone" and adjust it to custom level.
  5. Scroll down the settings to the scripting box.
  6. Select "Enable" in the Active Scripting and Scripting of Java Applets box
  7. Click OK.
  8. Click Internet Options and then OK again to accept the settings.

Mozilla Firefox:
  1. Click Tools.
  2. In the drop down selection menu, select Settings.
  3. Click the Content tab.
  4. Check Enable JavaScript and enable Java.
  5. Click OK.

Google Chrome:
  1. On the web browser menu click on the "Customize and control Google Chrome" and select "Settings".
  2. In the "Settings" section click on the "Show advanced settings..."
  3. Under the the "Privacy" click on the "Content settings...".
  4. When the dialog window opens, look for the "JavaScript" section and select "Allow all sites to run JavaScript (recommended)".
  5. Click on the "OK" button to close it.
  6. Close the "Settings" tab.
  7. Click on the "Reload this page" button of the web browser to refresh the page and continue shopping.
What is your returns policy?

We currently have a returns policy of 7 days from the date of delivery to return the product(s) and this applies to all fashion and general merchandise products. If you are dissatisfied with any product you receive, you can request for a refund as long as it meets our conditions.
Click here for more information about how to return a product


I have received a faulty item

We want all our customers to receive top quality goods. If you think there is a fault with an item you have received, you can return it back to us to assess. If any product is unsatisfactory- due to defective workmanship or materials, we will refund you the purchase price if it meets our timeline requirements. Products that pass quality check, and are deemed satisfactory will be returned to you for your use.


I have received my goods but I do not like them

You can return this product to us; as long as it is in the same state it was delivered. If it is within our 7 days return policy timeline, (and it does not fall under the category of products not eligible for return) we will accept this return.


I have received my order but the wrong item was delivered to me

Please call or send us an email to schedule a retrieval of the item. For the item to be returned, it must be in an ‘as new’ state with all the seals and tags intact.

We will work on retrieving this product and processing a refund or new order once this claim is validated, as long as it is within our 7 days returns policy.


Is there anything that I can't send back for a refund?

For reasons of health and hygiene, we cannot offer refunds on the products below:
• Personal hygiene items (combs, barrettes, hair curlers, hair wigs, hairpieces, and other similar products)

• Cosmetic products
• Any form of underwear
• Jewellery
• Fragrances
• Beauty products
• Books
• Toys


How long have I got to send an item back and get a refund?

We hope you’ll love every Jumia.com.ng purchase you make. But if you ever need to return an item, you can do so within 7 days from the delivery date.


I was charged a shipping charge. Will it be refunded when I return my product?

Yes. We offer full refunds for returned defective products only.


How will I receive my refund?

After an item is retrieved, we refund the full cost of eligible purchases by:
1. Pre-paid orders are refunded via card reversal.
2. Cash on Delivery orders are refunded via bank transfer.
3. There is also the possibility of a voucher if the customer desires.


How long will the refund process take?

After your item is retrieved and assessed, your claim is validated, your refund will be processed within 1-2 days.


I have not received my refund yet. What do I do?

You will receive an email once your refund has been processed. Refunds to bank accounts are posted the same day. However, for some banks, there may be delay depending on the bank's processing business days. If you have not received an email regarding your returns after 8 days from retrievals in Lagos and 14 days from retrievals outside Lagos, please email us at service@jumia.com.ng