Brand & Stock

Do you have a sizing chart?
Yes of course, please check https://www.jumia.com.eg/size_guide/

What kind of selection do you have?
Our selection includes latest trends in both Fashion and High-Tech from local and international brands. We sell all types of clothes and general merchandise. Since our target is satisfying our customers, JUMIA is always working to keep our product selection up to date in order to meet your fashion needs. We are also offering a wide range of High-Tech products such as mobile phones, tablets, TVs, cameras, home and kitchen appliances. We believe that introducing a unique website with a great customer experience will greatly affect the shopping lifestyle of our customers in Egypt.

The item I want is out of stock. What shall I do now? Do you place items on back order?
Although we try our best to offer our customers a stock level corresponding to their needs, popular items run quickly out of stock. JUMIA updates the website as soon as new items arrive.
Unfortunately, we do not have the option to place an item on back order at the moment but we are working on this feature. We will do our best to fulfill your needs.

Do you offer warranty on your products?
At JUMIA, we are extremely concerned with protecting our customers. The warranty you have is provided by OEM (Original Equipment Manufacturer) Supplier of the item you purchased.

Can I place an item on hold for purchase at a later date?
Sorry, but such an option is not offered by JUMIA. You can use the “Wishlist” option to save the items you like until you decide on placing an order; this doesn't guarantee that the Wish list items will be in stock when you place the order.

How do I know if you carry a certain brand?
It is as simple as using the search bar on the website. You can also browse by using the brands category on www.jumia.com.eg
You can also ask for assistance via e-mail at wecare@eg.jumia.com or call us at 19586.

When can I expect new products to be listed on your website?
JUMIA is keen to constantly update its product range, such as new fashion lines and general merchandise products. Please visit our New Arrivals to see the latest items we have, or through wecare@eg.jumia.com or call us at 19586.

Do you have a showroom? Where is your store/branch?
JUMIA is an online retail store and hence does not have any physical location. However, by being exclusively online, we can offer much more products than any other physical store in the country! To purchase items with us, please visit our website to have access to a great selection of products across different categories.

I placed an item in “My Cart” but while checking out it became out of stock
Although we try our best to supply a stock level corresponding to our customers’ expected demand, popular items can run out of stock quickly. We are sorry but another customer could have placed the order during this time. You can always contact our Customer Service team via email at wecare@eg.jumia.com or call us at 19586

Does JUMIA guarantee authenticity of its products?
We only sell 100% authentic products at JUMIA and we guarantee that they are all original. We stand behind the authenticity of every product we sell. All of our products are sourced from authorized distributors and are of premier quality.
In case you noticed any non-original items, please feel free to contact us via e-mail at wecare@eg.jumia.com or call us at 19586

Do you sell used or fairly used products?
All the products on JUMIA are brand new. We assure you authenticity and originality.

How can I sell my products on JUMIA?
JUMIA has a professional team who deals with suppliers of products available on our website. If you would like to contact them to partner with us as a supplier, please send an email with your proposal and company information at supplier@eg.jumia.com

Does JUMIA provide services such as alterations and adjustments to purchased clothing?
JUMIA does not provide services of that type. You can always contact us via e-mail at wecare@eg.jumia.com or call us at 19586, to have one of our Customer Service personnel to guide you in getting the correct size and fit prior to purchasing.

I am seeing a product that I would like to buy but it’s showing that it is not available. Can I preorder an item if it’s out of stock?
Some items on the site might be out of stock because of strong demand. We will do our best to find the items for you. In the meantime, let us know of the products you are interested in by adding them to your wish list and check your wish list basket from time to time to know if it became in stock.

I'm having problems ordering through your website. What can I do?
Ordering through the website goes through the process of logging in, choosing the product, entering your information and payment option and checking out to get your confirmation. Please watch this Youtube video about placing orders with Jumia.
For assistance feel free to contact us via e-mail at wecare@eg.jumia.com or call us at 19586


Technical

I need assistance with my order. Who can I contact?
Here at JUMIA, our customers’ satisfaction is our first priority, that’s why we take customer service team to a whole new level. Personal assistance for using JUMIA is available us via e-mail at wecare@eg.jumia.com or call us at 19586

How do I register?
1. Click on the Login https://www.eg.jumia.com/customer/account/login/ link at the top right of the page
2. Click on the Continue https://www.eg.jumia.com/customer/account/create/ box inside the New Customer section
3. Please complete all fields marked with * accurately
4. Don’t forget to tick on “Subscribe to the newsletter” in order to benefit from vouchers, flash sales, and more amazing deals!
5. Click on Submit

Congratulations! You now have an account and are ready to start shopping!

How do I update my details on my account?
Please click on the ‘Account’ tab at the top right hand side of the page. Scroll down to find your account information as well as ‘Edit’ next to ‘Contact Information’. Click on ‘Edit’, then change your details as needed, and finally, click the ‘Save’ button to ensure your details have been saved.

What if I forgot my password?
Do not worry if you forgot your password, it is very easy to reset. You can click on “Login”, then click on “Forgot password?”. Type in your email & Submit, you will then receive an email with a link to reset your password
Alternatively you can click on https://www.jumia.com.eg/customer/account/forgotpassword/, then type your email address & click “Submit.” You will receive an email with a link to reset your password.

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 as explained below:


Internet Explorer 6 or 7 as follows:

  • Click Tools.
  • In the drop down selection menu, select Internet Options.
  • Click the Security tab.
  • Click the "Security level for this zone" and adjust it to custom level.
  • Scroll down the settings to the scripting box.
  • Select "Enable" in the Active Scripting and Scripting of Java Applets box.
  • Click OK.
  • Click Internet Options and then OK again to accept the settings.

Mozilla Firefox:

  • Click Tools.
  • In the drop down selection menu, select Settings.
  • Click the Content tab.
  • Check Enable JavaScript and enable Java.

Click OK

How do I unsubscribe from your Newsletter mailing list?
We are sorry that you feel this way. At the top of an email sent to you by JUMIA, you will find an 'Unsubscribe from this list' button. By clicking this button, you will be unsubscribed from future JUMIA Newsletters.
Please let us know how we can improve the way we communicate with you so that you can continue to enjoy our newsletters and learn about our great offers via wecare@eg.jumia.com

Where can I get help if I need it?
Please contact Customer Service team via e-mail at wecare@eg.jumia.com or call us at 19586

What are cookies? Do I need to enable cookies in my browser?
Cookies are the name of small amounts of data that is sent from a website to your browser and are stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled' (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers.
Cookies will need to be enabled on your browser to allow you to add products to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. You can log out by clicking the 'Logout' link in the top right hand corner of the page.
To find out more about how we use cookies, please see our Privacy Statement cookies section.

What should I do to shop at JUMIA?
1. Login to your account or Register a new account
2. You can view our entire product range with all the details through browsing our different categories.
3. Select the items that you want to purchase using “Buy now” then click on “Continue Shopping” to add more items to your shopping cart.
4. When you’re done with shopping and are ready to check out, please click on “My cart”, then “Proceed to checkout”.
5. Enter your name, shipping address, payment details and telephone number.

How do I search for a particular product?
Searching for products at JUMIA is fairly easy. You can use the search bar by entering keywords that describe the product you’re looking for. You can also browse JUMIA through the available categories, product tabs, featured products or best sellers.
If you need help in navigating the site, processing orders or getting product information while using JUMIA, you can contact our Customer Service team via e-mail at wecare@eg.jumia.com or call us at 19586.


Payment

What payment methods do you accept?
JUMIA offers you several methods of payment. Whether it’s using Credit Card or Cash on Delivery; we aim to provide our customers with the most convenient payment options.

Is it safe to use my credit card on your site?
Security is one of the major priorities of JUMIA. We ensure that every credit card transaction occurs within a secure environment. You can see the transaction is secure if you see a padlock on your web browser. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks. You can rest assured that with each purchase your credit card or bank account information will be secure.

My credit card details are not being accepted. What's wrong?
Did you double check all the information? If you’re sure all the information is correct, you can check with your bank or financial institution to rule out errors on their behalf. If problems continue to persist please contact our Customer Service team via e-mail at wecare@eg.jumia.com or call us at 19586.

How do I use my Coupon (Voucher)?
You can add a voucher code, if available, while viewing your cart or before checking out as shown in the below pictures:



My computer froze while processing payment. How will I know that my payment went through successfully?
Don’t worry, just check your email. All successful transactions will receive a confirmation email with an order number. If you have not received a confirmation email, you can place the order again. Of course, you can always call JUMIA Customer Service team at 19586, to confirm the placement of your order.


Pricing

Are your pricing inclusive of Tax?
Yes. All published amounts on the website includes taxes.


Shipping & Delivery

How long does it take for delivery?
For all shipping details please click on the below link:
https://www.jumia.com.eg/shipping_and_returns/

Can my parcel be delivered to an office address? Can someone else receive my package instead of me?
Absolutely! Yes, your parcel can be delivered to an office address. Please enter the address along with your full name upon checkout.
We want to make sure your package reaches you with no delay, so if you’re not available to receive the item; please inform our Customer Service team via e-mail at wecare@eg.jumia.com or call us at 19586 of the recipient’s name and information in case of cash on delivery.
For orders paid by credit card, the only person who can receive is the credit card holder except if a signed confirmation letter or a signed ID identification copy to be handled to JUMIA courier from person receiving the package.


How much is the postage and handling to be applied on my order?
Please visit https://www.jumia.com.eg/shipping_and_returns/ for all shipping & returns fees.

How do I change my shipping address after my order has been placed?
Your shipping address can be changed as long as your order has not left our warehouse. To change it, you can call our Customer Service team at 19586 and we will be happy to assist you.

My items haven't arrived yet. What can I do?
If the product has not arrived after the time indicated in our delivery timetable, you can call our Customer Service at 19586 for assistance.

Do you ship internationally?
Unfortunately we don’t, but we are operating in other countries; Nigeria, Morocco, Ivory Coast, and Kenya.

Order Status

What is the status of my order?
As soon as your order is dispatched from our warehouse, you will either receive an SMS or phone call confirming that your order is being shipped, and you can call our Customer Service team at 19586 for assistance.

How do I change my order?
To change your order, you can contact our Customer Service team at 19586. If your item has not yet been shipped, we can replace your order with another order or offer you a JUMIA voucher to be used later on. Our return policy is subject to change; please see JUMIA Return Policy

Returns & Exchanges

How do I return or exchange the product?
If you wish to return an item, please visit https://www.jumia.com.eg/shipping_and_returns/ you will find the full policy for returning items, for further assistance please call our Customer Service team at 19586 during working hours.

JUMIA provides you with a 14-day notice period for returns. This return period starts from the day the order was delivered. Please note that the items must be in their original condition, unused and sealed.
In case that the item is faulty the notice period is 14 days.

What items are non-returnable?
The non-returnable items on JUMIA are books, CDs, DVDs, any type of electronic memory devices (i.e. USB, Memory Card, etc.), underwear, swimsuits, lingerie & perfumes.

How long will it take for the returns to be processed?
Once item has been returned to JUMIA and our After Sales team has reviewed it (usually within four business days), our Customer Service team will contact you to confirm and finalize the return.

What are the shipping charges if I return my purchased item(s)?
JUMIA would be glad to cover the delivery charges for the returns of any of your orders.

Can I return my order if I don’t like it/I changed my mind?
It’s unfortunate that you didn’t like the product that you received. We do our best to ensure that the image and description on the website is an accurate depiction of the product. If you are still not satisfied, you may return to us the unworn item(s) in its original packaging within 14 days upon receiving the product. Upon confirmation from After Sales team, you can exchange your order with another one or ask for refund.
To request a return process, please contact the Customer Service team via e-mail at wecare@eg.jumia.com or call us at 19586 to schedule the pick-up. Please review our policy through https://www.jumia.com.eg/shipping_and_returns/

What if my item is faulty?
Quality Control tries to ensure that all products are of a high quality when they leave our warehouse.
In rare circumstance that your item has a defect, you may send it back to us within 14 days upon receiving the item(s), and we will send you a replacement item. In case we are out of stock, Customer Service team will contact you to issue a Coupon (Voucher) or refund.
Please contact the Customer Service team via e-mail at wecare@eg.jumia.com or call us at 19586 to schedule the pick-up for return.

What are the shipping and returns policies?
Please view our Shipping and Returns Policy page through https://www.jumia.com.eg/shipping_and_returns

I need to return an item, but I don't have the original packaging. What shall I do now?
JUMIA understand your concern but unfortunately we cannot accept the returned item without its original package, so please always make sure to keep the original order packaging until you’re sure you will keep it.

How will I be refunded?
Your refund will come in the form of a JUMIA Voucher, bank transfer or cash refund, you just need to contact our Customer Service team at 19586

How long does it take me to receive a refund?
Once you have returned the item to JUMIA and our After Sales team has reviewed it - usually takes 4 business days -, our Customer Service team will get back to you to confirm and process the return, exchange or refund of the product will placed through:

Voucher: will issue once the Customer Service team gets back to you and will be immediately ready for use.
Bank transfer: please allow 5 to 7 business days (starting from After Sales team approval on your case) to be accredited to your bank account.
Cash refund: please allow 3 to 5 business days (starting from After Sales team approval on your case) to receive the cash refund.

What are the ways I can return or exchange the product I bought?
What's great with shopping at JUMIA is that for your convenience we can have someone pick up the item at your place or you can contact the Customer Service team via e-mail at wecare@eg.jumia.com or call us at 19586 and request instructions. You can also always drop it off at our office.


Coupons (Voucher)

What is Coupon (Voucher) and how do I get it?
A Coupon is a proof of credit; it comes in form of a code to be applied on purchasing when processing checkout and payment. A coupon is usually issued to refund you for a returned item. Also coupons are distributed via marketing campaigns.

What happens to the voucher I used to buy an item if I ask for a return/exchange?
We will provide you with a new voucher instead of the one you used so that you won’t lose the benefit of having a discount!

How do I redeem my coupon voucher?
Your coupon voucher is usually a code of letters and numbers. When placing an order, please input the coupon code into the ‘Coupon’ box, at the bottom of the checkout page, and select “Use Coupon”. We will automatically show you how much your order costs before using the coupon and how much you’re expected to pay after this discount. Once that’s done you can proceed to checkout.

Can I use a voucher more than once?
Usually, our issued vouchers can only be used once, unless it states otherwise on its terms and conditions.

Can I use a coupon/voucher on an order that has already been placed?
Unfortunately coupons/vouchers can only be used during the ordering process. Before you check out, you can only use one coupon/voucher per order. Once you have placed an order, you cannot change the price afterwards and the grand total of your order will be stated in the order confirmation email that you receive after placing an order. If you have an unused coupon, you can always use it in your next order if it’s still valid.

Can I use more than one coupon/voucher on an order ?
Unfortunately this option is not available at the moment, one coupon/voucher can only be used during the ordering process.

Do the coupons have a validity period?
Yes, and we advise our customers to check when the redemption date is due and make sure to use their e-voucher within the specified time period. It is the responsibility of the e-voucher holder to make sure that they meet the deadline of the redemption date or else they wouldn’t benefit from their e-voucher. If the redemption time period passes and you did not use your coupon voucher, it cannot be applied to an order and no refunds will be available.


Privacy & Security

How secure is shopping at JUMIA?
We value your privacy and work hard to ensure that your details are secure and will not be released to any other party. To learn more about how we keep your details safe, please see JUMIA Privacy Statement

Do you keep my credit card details?
Since our customer’s security and privacy is extremely essential at JUMIA, we never store any of your credit card information.

Will my information be sold to third parties?
Your information will never be sold or passed on to third parties. Your privacy is important to us. To read more about how we protect your privacy, see JUMIA Privacy Statement


About the Company

What is Jumia?

JUMIA is an online retail store that offers a wide range of clothing, footwear, electronics/High-Tech and general merchandise. We are here to offer you a variety of local and international designs. Our edge is that we offer you affordable pricing and topnotch customer service.
Here at JUMIA, we focus on building an enjoyable and memorable experience. We have arranged a team of experts in the fashion, electronics/High-Tech and general merchandise industries. With a wide range of secure payment methods, fast delivery system and Customer Service team that is only concerned with your satisfaction, JUMIA brings you an extraordinary shopping experience.
JUMIA has been brought to Egypt by “Rocket Internet”, the European investment group who are founded Zalando in Europe, Dafiti in Brazil, and Lamoda in Russia. Rocket Internet GmbH is the most successful e-commerce company in the world, responsible for the fastest growing e-commerce website in Europe.

How can I learn more about JUMIA?

JUMIA is bringing the largest range of designer clothing, footwear, electronics & more to Egypt, with a focus on building an enjoyable & convenient shopping experience at an affordable price. We have also arranged a team of amazing experts in the fashion industry to give Egypt a place to turn to for the latest trends. For more info, our Customer Service team can be contacted via please contact our Customer Service via e-mail at wecare@eg.jumia.com or call us at 19586.