GENERAL

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.

How do I place an order on your website ?


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

- Select your 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
- At checkout, you will need to fill in your personal details and shipping address if you are a new customer.
- If you are a returning customer, please log-in - 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 at 0302740630 or email us at customer-service@jumia.com.gh

How do I register?


Kindly click on the account tab located at the top right end of our homepage.

A screen will pop up asking you to log-in if you are an existing customer or to continue if you are a new customer.

Once you click on continue, you will be required to fill in some personal details.

After updating the required fields, click on the submit tab to create your account.

How can I sell my products on your website?


To become a business partner, kindly send an email with your information on your product and company information to marketplace@jumia.com.gh.

Please include photos and information about your products. A member of our vendor management team will contact you shortly.

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


If we do not currently carry a particular item, please let us know. We are always looking to broaden our product selection and keep our customers satisfied.


SHIPPING & DELIVERY

Can you deliver outside Ghana?


Currently, Jumia Ghana does not deliver outside Ghana. However, if you are in Morocco, Egypt, Nigeria, Kenya, Cameroun 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 is 3-10 business days. 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 be contacted by telephone by our dispatch personnel on the day of delivery to confirm your availability.

Do you have an office address?


Yes we do. Our corporate office is located in Accra. 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.gh offers a convenient delivery service to your home or office. We are unable to give customer packages from our warehouse.

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 3 delivery attempts.

Can my order be delivered to an office address?


Yes. Your order can be delivered to any address that is convenient for you. Make sure you enter this address in the “shipping address” field when you complete your checkout.

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


If you have not received your items or heard from our dispatch team 5 days after placing your order, kindly contact us on 0302740630 or send an email as customer-service@jumia.com.gh - Make sure you have your order number handy. Your order number will be in the e-mail you received when your order was confirmed.

How do I track my order?


You will receive an e-mail once your order is confirmed and another e-mail once your order has shipped. If you have any concerns, contract our customer service team at 0302740630 or send an email as customer-service@jumia.com.gh

If I order multiple items, will I receive all my items in a single package?


We always strive to send you a complete package with all of your order items. However, we may delivery items separately in order to ensure timely delivery. If you have any questions about one or all of your items, please contact the customer service team at 0302740630 or send an email as customer-service@jumia.com.gh


PAYMENT

How do I make payment?


Jumia.com.gh has four payment options :
- Pay on Delivery
- Pay by MTN Mobile Money
- Pay by Tigo Cash
- Pay by Bank Transfert

Are your prices negotiable?


We strive to always offer our customer the best quality products at a competitive price. We do not negotiate price.


TECHNICAL

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.

RETURNS

What is your returns policy?


We are happy to accept returns within 7 working days after the time of the delivery. Please ensure that the item is in its original box or package, has not been used or worn and you have the delivery receipt. You will receive a voucher for the amount of your purchase that can be used for future orders at Jumia. Please contact our customer service team at 0302740630 or send an email as customer-service@jumia.com.gh

I have received an item that is damaged or not working


We know our customer expect the highest quality of products from Jumia. If you think you have received a defective, please contact us. Please make sure you contact us within 7 working days after the time of the delivery. Please ensure that the item is in its original box or package, has not been used or worn and you have the delivery receipt. You will receive a voucher for the amount of your purchase that can be used for future orders at Jumia.

I have received my goods but I do not like them


We are happy to accept returns regardless of the reason as long as it is within 7 working days after the time of the delivery. Please ensure that the item is in its original box or package, has not been used or worn and you have the delivery receipt. Contact our customer service team at 0302740630 or send an email as customer-service@jumia.com.gh. You will receive a voucher for the amount of your purchase that can be used for future orders at Jumia.

Will I receive cash for my return?


Unfortunately, we are unable to issue cash returns. Instead you will receive a voucher in your e-mail for the entire price of your item including delivery fees. This voucher can be used to purchase any items on the website. Vouchers are valid for 180 day after issue.

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 replacement 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 related to health and hygiene, we cannot offer refunds on the following products:

- 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 do I have to return an item?


We always hope you love everything you buy at Jumia. But we understand that sometimes you change your mind. We are happy to accept returns within 7 working days after the time of the delivery. Please ensure that the item is in its original box or package, has not been used or worn and you have the delivery receipt. You will receive a voucher for the amount of your purchase that can be used for future orders at Jumia.

Will I be refunded my delivery fee?


Yes. We offer full refunds including any delivery fees that you were charged.

How will I receive my refund?


After an item is retrieved, we refund the full cost of eligible purchases by transferring the entire amount to your Ghanan bank account. We do not give cash refunds. All our refunds are processed through electronic funds transfer.

How long will the refund process take?


After your item has been picked up for return, your refund will be processed within 1-2 business days.

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


Your voucher should arrive in your e-mail box within 1-2 days after an item has been picked up for return. If you do not receive your voucher, please contact our customer service team at at 0302740630 or send an email as customer-service@jumia.com.gh