Jumia Customer Care

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Popular Questions

You have 7 days to return products. There is a return fee of R59 per order. If your items are faulty or damaged, your return will be collected free of charge. Please contact Customer Service here

As all orders are fulfilled through our Global partners we do not allow for order cancellations. For special circumstances or late orders, please contact Customer Service here

Payment via credit card

Jumia accepts credit card and chipped debit/cheque card payment via Visa, MasterCard and America Express only. We make use of the 3D-Secure authentication system to verify cardholder details with your bank; this links you directly to your bank via a secure link. The transaction then takes place within your bank’s secure environment and we won’t have access to any of your card details. You can rest assured that your card details will by no means be available to, or accessible by, us or any third parties. When you return a purchase, the specified amount will be credited back to your bank account after it has been approved.

You may receive items in your order separately because they are sold by different sellers and are shipped at different times.

Simply register within 1 minute or login with your Facebook account if you do not have an existing account.

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 'VIEW CART and CHECKOUT' in the pop up
  • 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, ensuring your address is complete and accurate
  • 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 us here a few hours after your order placement.

Log your return request
  1. Option 1: Go to Contact us and complete the form.
  2. Option 2: Call our customer care at 0861007701 or contact us here to create your return.

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.co.za/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.

Jumia offers 100% new and unused products.

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. This includes customs charges.

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.

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 'VIEW CART and CHECKOUT' in the pop up
  • Click on 'PROCEED TO CHECKOUT'
  • Register an account or Login into your existing account by entering your Email and password
  • Enter your shipping/billing information, ensuring your address is complete and accurate
  • 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 us here a few hours after your order placement.

Need help placing an order?
Call our Customer Order Line - 0861007701
Operating Hours: Monday, 8:30am - 5:00pm
Tues-Thurs, 8am - 5:00pm
Friday, 8am - 4:00pm
Saturdays, Sundays & Public Holidays, CLOSED.

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

Please contact our Customer Service Team on 0861007701 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.co.za/track/.

We do our best to get your orders delivered within 15 - 20 working days. If your order is late, or you would like any assistance at all, please contact our Customer Service department.

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​ 0861007701 or contact us here.

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 0861007701 or contact us here.

Payment

Payment via credit card

Jumia accepts credit card and chipped debit/cheque card payment via Visa, MasterCard and America Express only. We make use of the 3D-Secure authentication system to verify cardholder details with your bank; this links you directly to your bank via a secure link. The transaction then takes place within your bank’s secure environment and we won’t have access to any of your card details. You can rest assured that your card details will by no means be available to, or accessible by, us or any third parties. When you return a purchase, the specified amount will be credited back to your bank account after it has been approved.

PoD stands for Pay on Delivery. With PoD, you can pay in cash to the delivery agent. This is only available to a select number of customers.

Note:

  • Some products, regions or pickup stations may not be available for PoD.

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.

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.

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.

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 South Africa are also not supported on Jumia and may be declined.

Sorry, we don't offer payment in instalments at this moment.

We only accept Rand (ZAR).

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

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). Please note that Jumia does not save your card information unless you specify that we should.

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
Step 1: Log your return request
  1. Option 1: Go to Contact us and complete the form.
  2. Option 2: Call our customer care at 0861007701. click here to find out more.
Step 2: Pack your product
  • All items must be returned in their original packaging
  • Include all tags, accessories or gifts you received
Step 3: Return your product
  1. If you requested a pickup, we will make 2 attempts to pick up.

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 will be reimbursed by 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://www.jumia.co.za/track/. Please don't hesitate to get in touch with our Customer Service Team at 0861007701 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).

No, the refunded amount would not 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.

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 0861007701 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 0861007701 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.

Yes, any free gift must be also be returned.

Once your product is received we carry out the checks necessary to ensure that the returned item fulfils 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 costs R59 per order, to be delivered anywhere in South Africa.

As all items are shipped from abroad, delivery takes place within 15 - 20 working days.

We will send you regular updates about the status of your order via emails and SMS. .

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 0861007701 or contact us here for more information.

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 0861007701 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.

No, delivery agents are not always able to contact customers before delivery. Please ensure someone is available to accept your order at your chosen address within working hours.

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

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.

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

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

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"

Jumia Global

In order to provide you with the widest assortment of genuine products at low prices, we extend the supply of our products to Sellers from all around the world. Products shipped from overseas, are marked 'Jumia Global'. Prepayment is required to buy those products, and their return is accepted only for defective reason.

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

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

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 0861007701 or contact us here between 8am and 5:30pm on weekdays.
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.

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 0861007701 or contact us here between 8am and 5:30pm on weekdays.

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