Question 1

What are Shipped from Overseas Products?

Accepted Answer

Shipped from Overseas allows you to source and shop products internationally and have them delivered to you here in Nigeria.

Question 2

How can I find those products on the website?

Accepted Answer

Products in this category are clearly marked "SHIPPED FROM OVERSEAS" in color blue on our product display catalogs and pages.

Question 3

What should I be aware of when buying products from Overseas?

Accepted Answer

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.

Question 4

What is included in the price?

Accepted Answer

You will only pay what is quoted as total cost at checkout.

Question 5

What payment method can I use to buy products Shipped from Overseas?

Accepted Answer

You can pay with your Naira bank card via the authorized online payment methods on Jumia.
Note that Payment on Delivery is restricted to selected items.

Question 6

What if I want to cancel my Overseas product?

Accepted Answer

Once your order is shipped, Jumia cannot stop its delivery as the import process has started. Cancellations are therefore not authorized after order has been confirmed.

Question 7

When will I receive my item exactly?

Accepted Answer

The delivery timeline is indicated on the product page under the name of the seller. It is in business days, thus, it doesn't take into account weekends 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.
Click here to see our delivery timelines.

Question 8

What happens if I don't receive my product within the estimated delivery time?

Accepted Answer

In case your item has not yet reached you within the estimated delivery time displayed on the product page, please contact our Customer Service here

You will be able to inquire about the estimated delivery date and other related information.

Question 9

How can I track my order?

Accepted Answer

Simply click Your order and enter your order number then the Track button. If you are already logged in, click My orders and Check Status.

Question 10

How do I pay?

Accepted Answer

Items on Jumia Global are prepaid only .
You can pay using Jumia pay or web pay with your naira debit / credit card .

Question 11

Are there items on Abutiu Ka Overseas eligible for Cash on Delivery?

Accepted Answer

Yes, Selected Abutiu Ka Overseas items in the warehouse under Jumia express are eligible for Cash on Delivery.

Please click here

Question 12

Do I have to pay extra duties or taxes when my product is delivered?

Accepted Answer

No, you will only pay what is quoted as total cost at checkout, no more. 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 here

Question 13

“Shipped from Overseas” return policy

Accepted Answer

For items flagged as “Shipped from Overseas”, returns are only accepted for the reasons below :

Reason		DescriptionDefective ItemItem is damaged upon delivery or not according to manufacturer’s specificationWrong ItemIf you received an item different from what you ordered.Changed mindIf item is still in its original packaging with seal intact

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.

Question 14

How do I track my order?

Accepted Answer

Track the status of your order:

Log into your Jumia account
Select ‘Account’ in the upper right-hand menu
Select ‘Orders’
Find the item you would like to track and click ‘see details’
Select the “track item” to display delivery details
You also receive delivery updates via email Account mailbox and App notifications to make it easy to know when your order will be delivered.
For additional support please contact us here

Question 15

How do I place an order on Jumia?

Accepted Answer

Placing an order on Abutiu Ka:

Enter the name of the item you’d like to buy in the search bar. You can also browse for products by selecting the category on the left side of your screen
Click on a product to learn more about it or add to your cart
Click add to cart and proceed to the checkout page
Register or login into your existing account by entering your email and password
Enter your shipping/billing information ensuring your address is complete and accurate
Select a Delivery Method
Choose your preferred Payment Method
Click on Confirm Order to complete your order.
For additional support contact us at 07006000000. Our hours of operations are 8am - 8pm on Mondays to Sundays.

Question 16

I am having trouble adding products to my cart. What do I do?

Accepted Answer

If you are having trouble adding products to 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. For additional support contact us at 07006000000. Our hours of operations are 8am - 8pm on Mondays to Sundays.

Question 17

Can I collect my order at a pick up station?

Accepted Answer

In addition to home delivery you can also choose to pick up your order at one of many Jumia Pick up Stations.
To locate the most convenient location for you please click here

Question 18

How much are delivery fees?

Accepted Answer

Delivery fees are the costs incurred by Jumia and our logistics partners to deliver to your selected address. Delivery fees vary based on your geographic location delivery method shipment method and the size or category of the product you ordered. You can review delivery fees before placing your order on the product page as well as during checkout

Question 19

My order is delayed what should I do?

Accepted Answer

We aim to avoid delays however due to unforeseen circumstances such as severe weather or custom restrictions (for Jumia Global items) etc. packages can face delays. If your delivery is more than 24 hours late, please contact us here. We will also send you an update via email as soon as it’s available for delivery

Question 20

I prefer to pay for my order on delivery; do I need to provide exact change?

Accepted Answer

Our delivery associates are required to have enough change should you require it. However to avoid any inconvenience we would recommend you have the exact amount as stated in the order confirmation email

Question 21

Is the delivery associate supposed to ask me for my location?

Accepted Answer

Our delivery associate has clear visibility on your delivery address as inputted at time of order placement. Therefore, they should not request any additional information including your location. However, should the address be incomplete or incorrect they may get in touch with you to confirm the address and avoid delivery failure

Question 22

I am unhappy with the service from the delivery associate. How can I share my feedback?

Accepted Answer

We take customer satisfaction seriously. If you’re unhappy with the service provided by our delivery agent please contact us here to report the incident so we can take the necessary corrective actions

Question 23

I missed my delivery. What happens now?

Accepted Answer

Not to worry we will reschedule your order the next business day. We will make a total of 2 attempts to deliver the package before canceling your order. You will be notified before we make the second attempt, so we request that you remain available to avoid order cancellation

Question 24

I ordered multiple products and only received one/a few. Why didn’t I receive my entire order at once?

Accepted Answer

Items from different vendors are shipped separately to ensure that there is no delay in fulfilling your order. You wil receive all your items within the delivery period mentioned on the product pages of each of these items. You can check the status of your order here anytime or by following these simple steps:
Log into your Jumia account
Select ‘Account’ in the upper right/left hand menu
Select ‘Orders’
Find the item you would like to track and click ‘See details’
Select the “track item” to display delivery details
You also receive delivery updates via email Account mailbox and App notifications to make it easy to know when your order will be delivered.
We will also send regular updates via email My Account Inbox or App push notifications

Question 25

Can I change my delivery information (address/phone) after placing my order?

Accepted Answer

Once an order has been placed you can no longer change the delivery details. We recommend you verify your delivery information on the checkout page prior to submitting your order

Question 26

I found the package open and the seal broken on delivery. What should I do?

Accepted Answer

You must refuse to accept the delivery of an open package as we can’t guarantee the conformity of the product received and we will not accept returns of unsealed products should you change your mind

Question 27

Can I ask to change the delivery of my package from ‘door delivery' to collection at a Jumia Pick up Station?

Accepted Answer

Once an order has been placed the delivery method cannot be changed. We recommend you verify the delivery details including timelines and shipping fees on the checkout page prior to placing your order

Question 28

How long does delivery usually take?

Accepted Answer

Delivery timelines vary by area. Full details can be found here

Question 29

Are all products on Jumia original and genuine?

Accepted Answer

We are committed to offering our customers only 100% genuine and original products. Any seller found to be selling non-genuine products is penalized and/or delisted from Jumia

Question 30

Are all products on Jumia new and unused?

Accepted Answer

Jumia normally offers new products from our sellers. However some of our sellers do offer refurbished items at a competitive price. It will be stated clearly on the product page if an items is a refurbished product.

Question 31

Are prices on Jumia negotiable?

Accepted Answer

Prices on Jumia are not negotiable. Our teams are working constantly to get the best quality products at competitive prices. Also you may opt to use a promotional voucher for an added discount if available and usage conditions are met. Please keep an eye on our social media updates to be informed about our campaigns and flash sales for best prices.

Question 32

Why do I see different prices for the same product?

Accepted Answer

Jumia has thousands of sellers and it is normal that same item is sold by multiple sellers. This allows you to choose your preferred seller considering their ratings and offer. When a product is sold by different sellers you will find the alternatives available on the product page.

Question 33

What currencies does Jumia accept?

Accepted Answer

We only accept Naira For additional support with order placement contact us at 07006000000. Our hours of operations are 8am - 8pm on Mondays to Sundays.

Question 34

How do I close my account?

Accepted Answer

We hate to see you leave. You can leave your account on hold and come back whenever you want. However if you still wish to close your account please follow the steps below:
Log into your Jumia account
Select ‘Account’ in the upper right hand menu
Select ‘Close Account’
Choose the reason why you wish to delete your account and click 'Close my account
Please note your account cannot be reinstated once you submit your request

Question 35

How can I change the phone number on my account ?

Accepted Answer

Click on this link
Type in your email or phone number; and password
You will first automatically receive the OTP by SMS first. If you don't have access to your phone number request the OTP via email at the next attempts (after the 20 seconds timeout)
Put the OTP in the 4 boxes.
Click on Profile Details and from there choose Edit phone number and change your phone number
Receive an OTP through SMS on the new phone number
Enter the OTP in the box
The phone number is now changed!

Question 36

My phone number is already associated with an account. What should I do?

Accepted Answer

This means this phone number is already checked by our security system and associated with another account.

If this is your phone number you may claim it back using our Claim phone feature:
After choosing Edit phone number on Profile Details and change your phone number
Click on Claim this number
Receive an OTP through SMS on the new phone number
Enter the OTP in the box
The phone number is now changed!
If you can’t claim the phone number you can try using a different one to create your account.

Question 37

I haven't received my one time password (OTP) via SMS. What should I do?

Accepted Answer

This may have been due to a network or service provider issue we invite you to request a new OTP on the My Jumia platform.
Kindly note that the OTP will be sent via SMS the first time you can request it by email on the next attempts.

Question 38

I want to receive my one-time password (OTP) via email. What should I do?

Accepted Answer

Kindly note that the verification code (OTP) will be sent via SMS the first time. You can then request the verification code via email on the next attempts.

Question 39

I have an issue to log in

Accepted Answer

You can log in on Jumia by following the next steps :
Click on Account at the right of your screen.
Type in your email address or phone number. (Please make sure to compute an email address/ phone number with correct format).
Type in your password. (Please make sure to compute a password with correct format).
You can now log in!

Question 40

I have an issue to register

Accepted Answer

You can create an account by following the next steps:
Click on Account at the right of your screen.
Add the required information: email address or phone number your desired password name birth date & gender. (Please make sure to respect correct format).
As an option you have the possibility to set up a 6-digit PIN to secure your account and submit.
Your Jumia account is now created!

Question 41

I want to reset my password

Accepted Answer

You can reset your password by following these steps:
After typing your email or phone number please click on Forgot your password
We will send a 4-digit verification code to your email.
Once you get the code by email please insert the code on Jumia platform.
You will then be able to submit your password reset and use your new password

Question 42

I have an issue with biometrics / fingerprint setting

Accepted Answer

Thank you for bringing this to our attention. Please make sure to clean your finger and to press well to configure your fingerprint
If you still do not succeed kindly contact Customer Service.

Question 43

How do I return an item I ordered?

Accepted Answer

Log into your Jumia account
Select Account in the upper right hand menu
Select Orders
Find the item you would like to return and click Request a return
Select the number of items you wish to return the reason of the return and give us more details to help us identify the issue with the product
Select your preferred refund method
Select your preferred return method (pick up from your address or drop off at a pick up station)
Check your information and submit your return request

Question 44

I submitted my return request. What happens next?

Accepted Answer

Once your return request has been submitted it will generally be processed as follows:

The item you wish to return will be collected by Jumia according to the return method you have chosen: Either picked up by our delivery associate or to be dropped off in the chosen Jumia station. Check pick up stations around you here
Once collected the item is verified by our Quality Check Team to validate your return claim and ensure the return conditions (including the state of packaging conformity with the product description etc.) have been met. If your return request is declined you will receive a communication to that effect and your item will be returned to your initial delivery address.
Once collected the item is verified by our Quality Check Team to validate your return claim and ensure the return conditions (including the state of packaging conformity with the product description etc.) have been met. If your return request is declined you will receive a communication to that effect and your item will be returned to your initial delivery address

If your return request is validated our refund timelines will be as follows:
If you paid using Credit Card/Debit Card/Bank transfer: Your refund will be initiated within 2-5 days after your item has been collected/dropped off and you will receive a communication from Jumia to that effect. Once initiated your refund will be visible in your source account within 3-7 days
If you paid using Cash on Delivery: Your refund will be initiated within 2-5 days after your item has been collected/dropped off and you will receive a communication from Jumia to that effect. Once initiated your refund will be visible in the bank account you provided during return creation within 3-7 days
If you paid using Cash on Delivery: Your refund will be initiated within 2-5 days after your item has been collected/dropped off and you will receive a communication from Jumia to that effect. Once initiated your refund will be visible in the bank account you provided during return creation within 3-7 days.

You will receive regular updates via email/SMS advising you of the status of your request

Question 45

I tried to submit my return request but received an error message “Sorry as per policy this item cannot be returned”. What does this mean?

Accepted Answer

Please note that for our customer safety and protection the following items cannot be returned except if you have received a wrong defective counterfeit damaged incomplete or expired item:
swimwearunderwear lingerie earrings cosmetics fragrances groceries drugs food supplements software tickets and adult products.

Question 46

Is there a possibility that my return may not be accepted?

Accepted Answer

If your return request meets the eligibility conditions it will be approved. Otherwise our Quality Check Team will have to decline your claim following a thorough inspection.For example you may have returned the item without its original packaging or an unsealed product (such as phones and laptops) has been returned but does not present any functionality issues following a check by our specialized team.

Question 47

I received a communication advising me that my return request was not validated and that the item I wish to return will be sent back to me. Why?

Accepted Answer

Your return request was not validated by our Quality Check Team as return conditions have been met or your return claim could not be confirmed following extensive testing.For example you may have returned the item without its original packaging or an unsealed product (such as phones and laptops) has been returned but does not present any functionality issues. If you refuse to accept the item we will keep it in our warehousing facility for a period of 30 days during which will send you a reminder to pick it up. Beyond this timeline the item will be forfeited and will become a property of Jumia with no refund to be issued to you.

Question 48

I see you are selling some packaging material such as boxes wrapping plastic etc. How can I go about purchasing these items?

Accepted Answer

Please note such products carrying the tag For Jumia Vendors Only are reserved to eligible Jumia sellers only to ensure we deliver your orders in a packaging that meets our standard and your expectations. Therefore you are not entitled to purchase such products unless you have an active Jumia seller account

Question 49

I received the refund confirmation but the amount I’ve received is not correct. What happened?

Accepted Answer

Sorry to hear about this. We ensure all refunds are issued in accordance with the amount paid at the time of order placement. Kindly contact us here to investigate the case and provide adequate resolution

Question 50

Is my product under warranty?

Accepted Answer

Warranty information is displayed on each product’s listing page. For more information on claiming under warranty please click here

Question 51

Do I have to pay for shipping charges when I return a product?

Accepted Answer

There are no charges for shipping a product back to Jumia

Question 52

Do I get refunded the delivery fees when returning a product?

Accepted Answer

If you are returning a Jumia Global item and the return is not the result of Jumia error or seller error (i.e., you have changed your mind, or the size does not fit as expected) you will not receive any refund on delivery fees.

Question 53

Can I replace or exchange an item rather than a refund?

Accepted Answer

At the moment Jumia does not offer replacement or exchange of an item; however you can still return an item and receive a full refund.

Question 54

I have bought an item on sale/discount. What amount will you refund me?

Accepted Answer

For items purchased on sale the amount refunded will be the exact amount paid and not its original value.example: If you purchased an item on sale for [N2000] and its original value was [N4000] we will refund you [N2000].

Question 55

I bought an item and used a refund voucher from a prior order to pay a part of the purchase price. What amount will you refund me?

Accepted Answer

If you purchased an item with a refund voucher we will refund you the sum of the amount you paid and the amount of the Jumia refund voucher.For example: If you purchased an item for [N4000] and made partial payment using a [N2000] refund voucher and paid [N2000] directly we will refund you [N4000].

Question 56

I would like to change the refund method I’ve selected. What should I do?

Accepted Answer

Please note that refund methods cannot be changed once your item has been returned to us. However if you still have the item in your possession and are still within the return window you may cancel the return request by speaking to our customer service team. You can then create a new request choosing the refund method that best suits your needs.

Question 57

My item was collected by Jumia (or dropped at a Jumia station) yet I haven't received my refund. What should I do?

Accepted Answer

If your return request is validated our refund timelines will be as follows

If you paid using Credit Card/Debit Card/Bank transfer: Your refund will be initiated within 2-5 days after your item has been collected/dropped off and you will receive a communication from Jumia to that effect. Once initiated your refund will be visible in your source account within 3-7 days.
If you paid using Cash on Delivery: Your refund will be initiated within 2-5 days after your item has been collected/dropped off and you will receive a communication from Jumia to that effect. Once initiated your refund will be visible in the bank account you provided during return creation within 3-7 days.
If you paid using Voucher: Your refund will be initiated within a day after your item has been collected/dropped off and you will receive a communication from Jumia to that effect. Once initiated your refund will be visible in the bank jumia store credit within 3-7 days.
If these timelines were already exceeded and you have not yet received your refund please contact usherefor support.
Note: that if your return request was declined you will receive a communication to that effect and your item will be returned to you.

Question 58

I submitted my return request but have changed my mind and no longer wish to return the item. What should I do?

Accepted Answer

If you no longer wish to return an item please contact us here to cancel your request. Also when you are contacted for pickup you may ask the delivery associate in charge of picking up your item to cancel the request on your behalf.

Question 59

I can't request to pay for my order at delivery (Pay on Delivery). Why?

Accepted Answer

The following factors may impact your access to this payment option:
1. The item you ordered is shipped from overseas is a digital product or an insurance item;
2. Your cart is below the minimum or above the maximum amount allowed to enjoy payment on delivery;
3. Your delivery option (address in a distant region select pick up station) is not eligible for Pay On Delivery;
4. Payment on delivery is not allowed on your account based on your past delivery experience

Question 60

How can I use a voucher to pay for my order or receive a discount?

Accepted Answer

To use an existing voucher:
1. Log into your Jumia account 
2. Select ‘Account’ in the upper right/left hand menu
3. Select ‘Vouchers’. All vouchers linked to your account are listed on this page. Alternatively you may also have received a code via email or obtained it via social media. Once you locate the code you wish to use copy it
4. Paste the code in the “Do you have a voucher?” section of the checkout and click “Apply”
5. Your order total will be instantly adjusted based on the voucher value
6. Proceed with your order by clicking “Confirm”

Question 61

I get an error message when I try to use my voucher at checkout. Why?

Accepted Answer

You may get an error message in one of the following scenarios:
1. Voucher code was entered incorrectly or includes a space or special character
2. Voucher code was issued for another Jumia account. Voucher codes are linked to your account and are not transferable
3. Voucher code has already been redeemed
4. Voucher code has expired
5. Voucher code has reached the maximum number of redemptions

Question 62

How long is my voucher valid for? And can it be reactivated if the validity period has been exceeded?

Accepted Answer

Voucher validity period may vary and depending on voucher type it may not be possible to reactivate it. To know more visit your 'Vouchers' section under 'Account'

Question 63

Is there a minimum order value to use my voucher code?

Accepted Answer

Voucher usage conditions including minimum order values may vary. To know more visit your 'Vouchers' section under 'Account'

Question 64

I tried to pay for my order using my card/bank transfer but it says my payment did not go through. Why?

Accepted Answer

There are many factors that may impact your payment success. Ensure you input the correct banking information (card number expiry date CVV) and that you have sufficient funds on your card/account. Also network and connectivity issues with your issuing bank may lead to a payment failure. Your bank may also send you a verification code (OTP) via SMS so please ensure you have access to your phone at the time of completing the transaction. A transaction on the payment platform is valid for a limited period of time so please ensure you complete it before it times out

WE ACCEPT Pi!!!

WE ACCEPT Pi!!!

WE ACCEPT Pi!!!

WE ACCEPT Pi!!!

WE ACCEPT Pi!!!

WE ACCEPT Pi!!!

Help Center

Ka Care Center

What are Shipped from Overseas Products?

How can I find those products on the website?

What should I be aware of when buying products from Overseas?

What is included in the price?

What payment method can I use to buy products Shipped from Overseas?

What if I want to cancel my Overseas product?

When will I receive my item exactly?

What happens if I don't receive my product within the estimated delivery time?

How can I track my order?

How do I pay?

Are there items on Abutiu Ka Overseas eligible for Cash on Delivery?

Do I have to pay extra duties or taxes when my product is delivered?

“Shipped from Overseas” return policy

How do I track my order?

How do I place an order on Jumia?

I am having trouble adding products to my cart. What do I do?

Can I collect my order at a pick up station?

How much are delivery fees?

My order is delayed what should I do?

I prefer to pay for my order on delivery; do I need to provide exact change?

Is the delivery associate supposed to ask me for my location?

I am unhappy with the service from the delivery associate. How can I share my feedback?

I missed my delivery. What happens now?

I ordered multiple products and only received one/a few. Why didn’t I receive my entire order at once?

Can I change my delivery information (address/phone) after placing my order?

I found the package open and the seal broken on delivery. What should I do?

Can I ask to change the delivery of my package from ‘door delivery' to collection at a Jumia Pick up Station?

How long does delivery usually take?

Are all products on Jumia original and genuine?

Are all products on Jumia new and unused?

Are prices on Jumia negotiable?

Why do I see different prices for the same product?

What currencies does Jumia accept?

How do I close my account?

How can I change the phone number on my account ?

My phone number is already associated with an account. What should I do?

I haven't received my one time password (OTP) via SMS. What should I do?

I want to receive my one-time password (OTP) via email. What should I do?

I have an issue to log in

I have an issue to register

I want to reset my password

I have an issue with biometrics / fingerprint setting

How do I return an item I ordered?

I submitted my return request. What happens next?

I tried to submit my return request but received an error message “Sorry as per policy this item cannot be returned”. What does this mean?

Is there a possibility that my return may not be accepted?

I received a communication advising me that my return request was not validated and that the item I wish to return will be sent back to me. Why?

I see you are selling some packaging material such as boxes wrapping plastic etc. How can I go about purchasing these items?

I received the refund confirmation but the amount I’ve received is not correct. What happened?

Is my product under warranty?

Do I have to pay for shipping charges when I return a product?

Do I get refunded the delivery fees when returning a product?

Can I replace or exchange an item rather than a refund?

I have bought an item on sale/discount. What amount will you refund me?

I bought an item and used a refund voucher from a prior order to pay a part of the purchase price. What amount will you refund me?

I would like to change the refund method I’ve selected. What should I do?

My item was collected by Jumia (or dropped at a Jumia station) yet I haven't received my refund. What should I do?

I submitted my return request but have changed my mind and no longer wish to return the item. What should I do?

I can't request to pay for my order at delivery (Pay on Delivery). Why?

How can I use a voucher to pay for my order or receive a discount?

I get an error message when I try to use my voucher at checkout. Why?

How long is my voucher valid for? And can it be reactivated if the validity period has been exceeded?

Is there a minimum order value to use my voucher code?

I tried to pay for my order using my card/bank transfer but it says my payment did not go through. Why?

I tried to pay for my order using my card/bank transfer. The funds were debited from my bank account but it says my order did not go through. What happened and how can I get my money back?

What is bank transfer and how does it work?

I tried making payment using bank transfer but keep getting an error message that transaction is already ongoing?

I used bank transfer and transfered a wrong amount

I tried to pay for my order using my card/bank transfer but it says my payment did not go through. Why?

What is Jumia store credit? And how can I use it?

What are the benefits of using JumiaPay?

I submitted my return request but have not received a call to collect my item yet. What should I do?