Return your item(s)

Jumia.co.za's easy returns promise

1. Log a return

Log a return within 14 days of the order being delivered free of charge (conditions may apply).
Click here to see Frequently asked Questions.

2. Prepare the Item

Please ensure that the item(s) are packed in the packaging they were received in, or that they are easily identifiable with the inclusion of the order number associated to the item(s).

3. Schedule a collection

Return to our warehouse can take up to 2 working days for main center's and 5 working days for Outlying/Regional areas from date of collection from your address.

4. Refund Process

Once the returns have reached our warehouse, the items in your return will be inspected before the return is processed – this should happen within 72 hours of arrival at our warehouse, after which the refund or store credit initiated.

How to log a return

1. Login and go to My orders then select the order containing the item(s) you wish to return .

2. Select the order you want to return.

Select the item/items you want to return. Motivate your reason for returning the item/items

3. Add a collection address

4. Select a refund method – store credit or the method you initially paid with.

5. Confirm the return details and click the Create Return button

6. You will receive an email confirming that your return has been logged

What items can be returned?

Criteria to return an item:

tick Return must be logged within 14 days of the item being delivered.

tick The item is in a re-sellable condition.

tick The item being returned qualifies for return.

tick The item is in its original packaging, with labels attached.

category	I changed my mind	wrong	defective	damage / broken	fake / unauthentic	size
beach & swimwear	✘	✓	✓	✓	✓	✓
books & stationery	✘	✓	✓	✓	✓	✓
bra	✘	✓	✓	✓	✓	✓
drugs	✘	✓	✓	✓	✓	✓
events & tickets	✘	✓	✓	✓	✓	✓
facial skincare	✘	✓	✓	✓	✓	✓
feet & nail care manicure & pedicure	✘	✓	✓	✓	✓	✓
feet & nail care others	✘	✓	✓	✓	✓	✓
grocer's shop	✘	✓	✓	✓	✓	✓
hair care	✘	✓	✓	✓	✓	✓
hair extensions	✘	✓	✓	✓	✓	✓
hygiene	✘	✓	✓	✓	✓	✓
intimate	✘	✓	✓	✓	✓	✓
lotions & creams	✘	✓	✓	✓	✓	✓
makeup	✘	✓	✓	✓	✓	✓
manicure & pedicure	✘	✓	✓	✓	✓	✓
men perfumes	✘	✓	✓	✓	✓	✓
nightwear	✘	✓	✓	✓	✓	✓
office & business software	✘	✓	✓	✓	✓	✓
SIM cards	✘	✓	✓	✓	✓	✓
software	✘	✓	✓	✓	✓	✓
spa	✘	✓	✓	✓	✓	✓
nightwear	✘	✓	✓	✓	✓	✓
weddings	✘	✓	✓	✓	✓	✓
women perfumes	✘	✓	✓	✓	✓	✓

Return Timescales

Monday - Fridays

Return Step

Collection

First Attempt

Return to

our warehouse

Returns

Processing

Refund

Processing

Expected

Return + Refund

Timescale

Cape Town Main

2 Days*

1 Day*

3 Days*

2 Days**

8 Days*

Other Main Centres

2 Days*

3 Days*

2 Days**

10 Days*

Regional Areas

4 Days*

3 Days*

2 Days**

13 Days*

Outlying Areas

4 Days*

5 Days*

3 Days*

2 Days**

14 Days*

Note:

*Days refer to working weekdays - Monday to Friday, excludes weekends and public holidays **Refund processing is the time taken to process your refund on our system. The timescale for your refund to reflect is dependent on the refund option chosen and banking institutions.

Returns & Refunds Timeline
Return Pickup Timeline:	Collection from your address can take up to 2 working days for main centres and 5 working days for outlying/regional areas (depending on how often your area is serviced) from date of logging return. Return to our warehouse can take up to 2 working days for main centres and 5 working days for outlying/regional areas from date of collection from your address. Once the returns have reached our warehouse, each of the items in your return will be inspected before the return is processed – this should happen within 72 hours of arrival at our warehouse, after which the refund or store credit initiated.
Refund Pickup Timeline:	Our refund process begins after we have completed the evaluation of your returned product. We will send you an email notification once return examination is completed and the refund has been approved. Refunds via voucher will be issued immediately and will be received as soon as the return has been processed by our Returns Team at our warehouse Refunds via EFT will reflect within 48 hours Refunds back to the card used for payment will reflect within 10 working days of being processed by our team. Please note that this lead time is the maximum timescale as advised by the banks.

Returns & Refunds Timeline

Return Pickup

Timeline:

Collection from your address can take up to 2 working days for main centres and 5 working days for outlying/regional areas (depending on how often your area is serviced) from date of logging return.
Return to our warehouse can take up to 2 working days for main centres and 5 working days for outlying/regional areas from date of collection from your address.
Once the returns have reached our warehouse, each of the items in your return will be inspected before the return is processed – this should happen within 72 hours of arrival at our warehouse, after which the refund or store credit initiated.

Refund Pickup

Timeline:

Our refund process begins after we have completed the evaluation of your returned product.
We will send you an email notification once return examination is completed and the refund has been approved.
Refunds via voucher will be issued immediately and will be received as soon as the return has been processed by our Returns Team at our warehouse
Refunds via EFT will reflect within 48 hours
Refunds back to the card used for payment will reflect within 10 working days of being processed by our team. Please note that this lead time is the maximum timescale as advised by the banks.