Facts About Jumia Kenya


Jumia Kenya is one of the best online shops in the country. There are many facts you need to know before you order products from the company.

Does Jumia sell genuine products

Jumia has excellent reviews which is the reason it’s ranked as the best online shop in the country.

The company’s products are original and if one buys a product which is fault, they are allowed to return it.

How to select a product on Jumia

To select a product on Jumia,visit the website via this link https://c.jumia.io/?a=1840&c=9&p=r&E=kkYNyk2M4sk%3D&utm_campaign=1840

Then click on the category of items, select the product you wish to buy and make an order.

How to make payment on Jumia

Payment is made through credit card, cash on delivery or mobile money. Cash on delivery is paid when a product is delivered.

Below is how to pay via mobile money:


  • A PIN request will be sent to your phone to approve this purchase
  • Please ensure that your Equitel Mobile number is registered for mobile banking, is active and your mobile screen is not locked
  • Enter your Equitel Mobile number in the field below
  • Press the Initiate Payment Button Below
  • Once the transaction has been done you will receive an SMS confirmation from iPay
  • Then click on the Confirm Payment Done button below

Pay on Delivery

  • With Pay on Delivery, available in Nairobi, Mombasa, Nakuru, Eldoret and Kisumu when your order arrives at your doorstep, you can check the package and then pay with:
    – Cash
    – M-pesa (Paybill 510800)
    – Equity Bank’s EazzyPay (Paybill 510800)
    It’s easy, fast and secure. Please note that the maximum amount allowed is ksh 50,000
    – If you are based in other towns, please select the other options provided.
    – Payment on delivery must be in the exact amount in Kenyan Shillings only as our delivery riders do not carry cash. M-Pesa and EazzyPay’s Paybills are preferred.


  • Go to the M-PESA menu on your phone
  • Select PayBill Option : Enter Business Number: 510800
  • Enter RD110462as the Account Number
  • Enter the EXACTamount (KSh. 00 )
  • Enter your PIN and then send the money
  • Complete your transaction on your phone
  • You will receive a transaction confirmation SMS from MPESA
  • Then click on the Confirm Payment Donebutton below

Airtel Money

  • Go to the Airtel Money menu on your phone
  • Select To Make Payments
  • Select Pay Bill Option
  • Select Others
  • Enter the Business name 510800
  • Enter the EXACT amount(KSh. 8585.00 )
  • Enter your PIN
  • Enter RD110462 as the Reference and then send the money
  • You will receive a transaction confirmation SMS from Airtel Money
  • Then click on the Confirm Payment Done button below


  • Log in to your EazzyBanking App or Equitel Menu
  • Click the + button and Select Paybill Option
  • Enter Business Number: 510800
  • Enter KV429374 as the Account Number
  • Enter the EXACT amount (KSh. 1440.00  )
  • Then click PAY/Send
  • Complete your transaction on your phone
  • You will receive a transaction confirmation SMS from EQUITY BANK
  • You will also receive a courtesy transaction confirmation SMS from iPay
  • Then click on the Confirm Payment Done button below

Equitel Money

  • Dial *522#
  • Select Bill Payments
  • Select Jumia
  • Enter Order number (received via SMS in Account No. field)
  • Enter the EXACT Order Amount
  • Complete your transaction on your phone
  • Then click on the button below

Option 2: SuperApp (KCB Mobile App)

  • Select Transact Icon
  • Select Pay Bill
  • Select Jumia
  • Enter Order number (received via SMS in Account No. field)
  • Enter the EXACT Order Amount
  • Complete your transaction on your phone
  • Then click on the button below

How to place an order on Jumia

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 ‘cart’ in the top right corner,
  • Register/Login into your account by entering your email and password,
  • Enter your shipping/billing information,
  • Choose your preferred payment option,
  • Click on ‘Confirm order’ to proceed to the payment portal and complete your order.

Once your order is placed, Jumia will either automatically confirm it by notifying you via email, or they will call you for confirmation in case the company needs more details.

How to return your products once you purchase

Step 1: Log your return request

  1. Option 1: Go to your account – create your return and you are done!
  2. Option 2: Call Jumia customer care at 0700 000 990, 0711 011 011 or click on the following link and fill the form.

Step 2: Pack your product

  • Pack your product according to the return conditions.
  • Include all tags, accessories or free gifts you received

Step 3: Return your product

  1. If you requested a pickup, Jumia will contact you to arrange a pickup time.
  2. If you selected a drop-off: Please drop your package at the chosen place following the given instructions (no shipping charges will apply).

Click here to find out more

How to get your refund back:

Refund process begins after Jumia have completed evaluating your returned product. From the day you submitted your return request, This quality evaluation process may take up to 7 days. A refund notification shall be sent via email once the process is finalized

If you would prefer to repurchase, a refund voucher shall be processed and this must be indicated when you request for a return when contacting Jumia Customer Service. In the event you would prefer a cash refund, the refund methods available according to payment methods are:

Payment methods Refund methods
M-Pesa Mpesa or Refund voucher
Bank Transfer Refund voucher or Bank Transfer
Refund Voucher Refund voucher Only

NOTE:Once you select your preferred method of refund you will not be in a position to change it.

How to Track Orders made on jumia

Jumia will update you on the status of your order via email on the progressive stages. Once the orders status is shipped you can track its whereabouts using the tracking number via the link below: https://tracking.jumia.co.ke/package/tracking

How to return items to Jumia

You are required to return the items purchased from Jumia within 15 days of purchasing them.

Requirement for a valid procedure

  • Proof of purchase – the document handed over to you together with the product, on delivery.
  • Original packaging – the manufacturer packaging
  • Any free promotional items – gifts or accessories delivered with the purchased item
  • Valid return reason – please refer to the section below for the details


Please Note:

Jumia does not accept returns for items below. For such purchases, please inspect the item carefully upon delivery and if necessary reject it on the spot:

  • Innerwear, swimsuits, gym wear, sleep wear
  • Perfumes, jewelry, health & wellness products, adult toys
  • Products shipped from overseas
  • For missing items and damaged products especially broken screens please check with Jumia riders during delivery and return on the spot.

Jumia Customer Care numbers and operating hours

Customer Care numbers:0700 000 990 and 0711 011 011

Opening hours: Monday to Friday: 0800hrs to 2000hrs Weekends & Public holidays: 0900hrs to 1500hrs

Does Jumia issue warranty

Jumia provides you with a chance to return the product within 7 days after delivery. Past the 7 days, potential issues will be covered directly by the Seller if the product was under warranty.

How much time do I have to return a product to Jumia?

All items sold on Jumia, under certain conditions, can be returned within a period of 15 days from delivery date.
Example: If I received my product on Monday 5th, I have until next Saturday 19th to contact Customer Service.

NOTE: You have 15 days to notify us of your return by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 15 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty. Click Here to know more about warranties.

What is the “Shipped from Overseas” return policy?

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

Reason Description
Defective Item Item is damaged upon delivery or not according to manufacturer’s specification
Wrong Item If you received an item different from what you ordered.
Change of Mind Please ensure the seal is not broken nor tampered with especially Electronic items.

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

Please do not accept any unsealed product(s), as we will not accept returns of electronic devices without a seal unless the item is defective. In the event you have received such a package by mistake, ensure to contact our customer support team immediately for assistance at 0700 000 990, 0711 011 011 or click on the following link and fill the form.

Does Jumia charge for delivering iatems?

Delivery charges are the costs undertaken by Jumia and our logistics partners to bring your ordered item(s) to your doorstep. This takes into consideration the size of the item(s) and your location.

Does Jumia deliver outside Nairobi?

Yes we do, we currently do home deliveries within Nairobi, Mombasa, Kisumu, Nakuru and Eldoret. For the rest of the country we can deliver via a pick up station near you or through our external Logistics partner to your doorstep.

How to reset Jumia password

  • 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.

How to change Jumia password

  • 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 Black Friday

Jumia Black Friday comes ones a year and it’s towards the end of every year. This is when almost all products are sold at a throw away price.