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Jumia Market Frequently Asked Questions

Whether you're looking for answers, would like to solve a problem, or just want to better understand how things work, you'll find many ways to learn more right here! Please read our frequently asked questions (FAQ) below to find immediate answers to your questions. Or in case you still need help, please contact us here.


Getting Started

  • Jumia Market is Kenya's largest Online Shopping Community where buyers and sellers meet to make awesome deals. At Jumia Market, we pride ourselves in offering the best prices online in Kenya for nearly all items sold ranging from fashion and electronics to jewelry and books. Jumia Market is the "one stop shop" for buyers looking for top deals and sellers looking to rock their sales.
  • Jumia Market Online Shopping Community comprises of millions of genuine buyers and sellers completing thousands of transactions every day. Sellers on Jumia Market are based across the country bringing in wide variety of products ranging from fashion and electronics to Jewelries and books offering the best price in the market.
  • As a buyer, whether you are looking for an inexpensive used phone or a brand new laptop, a dress for your wife or an awesome tie for your boyfriend, you can find a selection that works for you with convenient payment methods and reliable product delivery.
  • Buying or selling on Jumia Market is a simple process. All that you need to do is to register for an account to get started. Simply follow the steps below to complete your registration today!
    1. Click Login/Join button on the right top corner of the homepage.
    2. Click Create a new account (in desktop) or I am a new customer (on your mobile device) under the new member section.
    3. Fill up the form to complete the registration.
  • No. You only need one account in order to buy and sell.

Account Troubleshooting

  • To retrieve your password, click here or go to the Login page and click on Forgot Password?. You will be asked to fill in and submit your email address. After doing so, you will receive an email which enables you to reset your password.
  • Yes. You need to:
    1. Login to your Jumia Market account and click My Account located at the right top corner of the homepage.
    2. Then click Account Settings from the left hand selection of your screen.
    3. Finally click Change Email located at the bottom right of the page to change your email address.
    1. Make sure that you don't already hold a Jumia Market account, retrieve your login details here or contact us here if you want help.
    2. Make sure you have filled out all required fields on the registration page.
    3. Click on Register and take a look at the information highlighted in red to be changed or filled.
    4. Once the registration form is filled out and submitted, an email notification will be sent to your email account with a link to validate your account. Please access your email to validate your account.

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Getting Started

  • Yes! You need to log into your account to create a listing on Jumia Market. If you do not have an account, please create one by following the steps indicated.
  • No! No upfront costs are required when selling on Jumia Market. Just create your account, upload your products and receive your first orders.
  • Yes! Selling on Jumia Market connects you with thousands of buyers across your country. Jumia Market has had a big impact on the business of a lot of sellers already. Remember that Jumia Market proposes safe payment and delivery options that will ensure successful transactions, and helps you to promote your listings online.
  • Jumia Market has more than 30 product categories! Computers, Laptops, Electronic accessories, Jewelries, Watches, Books, Home & Living… anything you have can be sold on Jumia Market, as long as it can be legally sold in the country.

Sell and manage products

  • To create a listing, click on Sell now and provide the required details of your product, payment and delivery. Don't forget to upload high quality pictures and good descriptions of your item. As soon as the listing is submitted, our Quality Check Team will review it and inform you once it is live
  • Determining the right value of your product is very important, especially if your buyers can find the same products in other shops at a better price. To be competitive, make sure to check the prices of other sellers on Jumia Market and on other websites in your country. You should also ask yourself "How much would I be willing to pay for this product?". Remember that you can also set promotional prices for a given period of time, which will increase your visibility on Jumia Market and your chances of selling.
  • While creating a listing, you can drag and drop files from your computer, or use the Browse function. Please remember that:
    1. We only support JPEG and PNG formats
    2. The image size should be less than 2MB
  • Yes! You can modify your existing listings by logging into your Jumia Market account : Go to the Active Listings section, and click on edit listing. On the edit the product information section you can modify the title, brand and description of your product. On the edit your listing information section you can modify the price, stock level, discount price and period as well as expiration date of your listing.
  • There are some very efficient ways to give more visibility to your listings:
    1. Make sure that your prices are competitive, your titles are catchy, and your descriptions are detailed and accurate
    2. Set discount prices for specific periods of time
    3. Share your products on your Facebook page and on your friend's pages
    4. Insist on receiving ratings from your buyers
  • This can be due to several reasons. Did you upload good quality pictures of your product? Did you provide a detailed description? Are you allowed to sell this item? We recommend that you modify your listing and submit it again. Do not hesitate to call us if you want to have more information on why your product has been rejected.
  • Yes! In My Account, you have the possibility to delete your listings. Just click on cancel listing. You will always have the possibility to reactivate it later. Note that if you have received an order on a product, deleting the listing will not cancel the order. If you also want to cancel the order please go to My Sales, click on cancel order and call your buyer to notify him and apologise.

Manage and ship my orders

  • Once you have received an order, an SMS and/or an email alert are sent to you with the buyer's contact details.
  • You should contact your buyer as soon as you receive an order to confirm that you have the product, and arrange for delivery. You should be reachable and ready to answer his questions at any time until the sale is finalised. To retrieve your buyer's contact details, click on the buyer's name displayed under the order in the My Sales section of your account.
  • You should ship your product within 24h from receiving the order. Don't forget to pack your product carefully to avoid damages during delivery. As soon as you ship your product, please ask for a tracking number from the delivery company, add it to the shipping details and update the status of the order.
  • Remember that Jumia Market works with reliable delivery companies who offer safe, secure and on-time deliveries.
  • If one of your orders has been cancelled by the buyer you will receive an email notification indicating the reason. You should also contact your buyer to understand what happened
  • In this case you should cancel the order, and set the level of your stock to 0 for this product. Then, call your buyer to apologise and explain the situation. You can also suggest to your buyer to buy another similar product from your Jumia Market shop!

Payment and returns

  • Yes! Cash on delivery is a secure payment solution and a very simple process: The seller dispatches the product and the buyer will pay the courier when one receives the product. The courier will return the money to the seller. This solution is very appreciated by buyers, who generally prefer to see the product before buying it.
  • Remember that Jumia Market works with reliable delivery companies who allow Cash on Delivery.
  • By having a return policy, your buyers will be more confident in buying from your shop and this will ensure you more sales. You can set your own return policy while creating your listing.

Grades and ratings

  • Once you receive feedback from a buyer, Jumia Market will notify you by email. In the Rating & Feedback section of your account, you will find all comments and ratings that you received from your buyers.
  • As you improve your performance on Jumia Market, we reward you by moving you up the seller pathway. Performance is based on the number of orders that you have completed in the past month. This grade is defined as follows:
    1. Bronze seller : More than 2 orders completed in last 30 days
    2. Silver seller : More than 15 orders completed in last 30 days
    3. Gold seller : More than 75 orders completed in last 30 days
    4. Diamond seller : More than 150 orders completed in last 30 days

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Getting Started

  • Jumia Market is 100% free for buyers. We are here to open you up to a whole new world of possibilities.
  • All items sold on our website are being sold by third parties. Merchants and private individuals who post their listings and are responsible for pictures and descriptions. However, we are screening sellers and listings constantly in an effort to ensure only serious sellers use our website.
  • To make sure your purchase is a great success; look out for sellers with:
    1. Positive feedback (above 95% positive is considered good) from previous sellers or
    2. Silver, Gold or Platinum badges that indicate strong seller history

Buying an item

  • There are two easy steps to find a product of your choice on Jumia Market.
  • Method A - Explore Categories

    If you are not sure of what product you want to buy or if you simply want to explore the range of items on Jumia Market, you can browse the list of categories on the homepage. Then select the subcategory to view multiple products from multiple sellers. Review your search results pages by price, condition of product and item, city and if you see something you're interested in, click on the product name to view more details.
  • Method B - Search Box

    If you are sure of what product you want to buy, simply go to the search box on the homepage, enter a few words describing what you are looking for, and click Search. A search results page of Jumia Market listings will be displayed. Review your search results pages by price, condition of product and item, city and if you see something you're interested in, click on the product name to view more details.
    1. Please review the section above to find a product of your choice.
    2. Then click on the product name to view more details (price, size, color and condition etc.).
    3. Once you are sure you want to buy, click Buy from seller (in your desktop) or Buy (in your mobile device) to proceed to the checkout. Review the price and the shipping cost before completing the purchase.
    4. Finally, click Checkout (in your desktop) or Confirm your Purchase (in your mobile device) to place an order with the seller.
    5. You will then need to validate your order, which you can do by two methods:
        You will receive an SMS with a code. Go into My Account in Jumia Market's website. Choose the product you bought in the Purchases section. Choose to Validate Order. Please put the code in the validation box to confirm your purchase.
        You will also receive an email with a link. Click on Order Confirmation in the email in order to confirm your purchase.
        Once you have validated your purchase, the seller will contact you to arrange delivery.
  • What you should do?
    1. Contact the seller
    2. Arrange delivery or a location and time to pick up
    3. Meet and pay for the product
    4. Rate your seller and enjoy your product!
  • A product could be listed under different prices. There could be sellers offering you the same product but at a different price. That is the nature of the Jumia Market marketplace, where different sellers compete for your order.

Shipping information

  • After you place your order, you will receive a confirmation email. Be proactive, contact the seller and suggest a meeting point and time of pickup or request the item to be delivered at your home or office. The shipping price should be displayed at the time of purchase. You can always contact our Customer Service Team by clicking here.
  • When you have selected a product you are interested in, you can check the shipping rate by using the Shipping function located beneath the Buy from Seller button. Enter your location and then you will get the shipping methods that reach your location, with the corresponding shipping rate. If you want to get more detailed shipping information about the particular seller, you can click on the Shipping and Payment tab below.
    Alternatively, please make sure that you are logged in and click Buy from Seller and check for the available shipping methods under Select my delivery.
  • Yes. Jumia Market encourages you to pick up the item for the following reasons:
    1. It is safe. You can inspect the product before you hand over the money
    2. It is for free. You don't have to pay for delivery
    3. It is quick. Contact the seller and ask him when you can come along and pick up.

Payment information

  • Prices are fixed and non-negotiable.

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Fraud Queries

Here are some more tips to keep you safe while on Jumia Market

  • Intellectual Property Rights (IPR) are the legal rights awarded to persons or companies for their intellectual creations. These rights, which include copyrights, patents, and trademarks, give IPR holders a monopoly on the use of their intellectual creations for a specified period.
  • The ownership of ideas, including literary and artistic works, are protected by copyrights; inventions are protected by patents; and the signs which distinguish the goods of an enterprise, such as names and logos, are protected by trademarks.
  • IPR infringement, which is the use of the ideas, inventions or trademarks of registered IPR holders without their consent, is illegal and punishable by law. Jumia Market is committed to respecting IPRs and encourages its users to respect them as well. IPR infringements are dealt with severely on the Jumia Market online marketplace.
  • Counterfeits, or fakes, are those products that fraudulently replicate trademarked products. The practice of counterfeiting includes the manufacturing, importing/exporting, distributing, selling or otherwise dealing in goods under a trademark that is substantially indistinguishable from a registered trademark, without the consent of the registered trademark owner.
  • Counterfeiting is considered an IPR infringement, and is dealt with by Jumia Market accordingly. See Jumia Market's IPR Enforcement Actions for more information.
  • Listings of counterfeits or other unauthorized items are strictly prohibited on the Jumia Market online marketplace. Such listings are subject to removal, and vendors who repeatedly breach Jumia Market's IPR Protection Policy will be expelled from the Jumia Market community.
  • Customers cannot be punished for buying counterfeits; only vendors can be punished for selling counterfeits. However, Jumia Market encourages its customers to report listed products they suspect to be counterfeits, such that Jumia Market can remove these listings and deal with the respective vendors accordingly.
  • Please review Jumia Market's IPR Enforcement Actions for more information on the risks and consequences of engaging in counterfeiting.
    1. Sell an expensive popular item at a suspiciously low price.
    2. Tell you to transfer money when they're not willing to allow you see the product
    3. Not being upfront about the authenticity of items for sale.
    4. Repeatedly fail to answer phone calls and emails.
    5. Continuously provide excuses about why you haven't received an item.
  • Feel free to contact us by simply filling in our Contact Us form , and we will confirm the authenticity of the product/listings and the merchant/vendor.
  • We strongly urge all our buyers to use Jumia Market SafePay for their transactions.
  • Why is safepay better?

    1. The seller is paid after you have confirmed that you have received your product
    2. You are automatically covered in case you return an item. You will receive a refund within 3-5 days.
    3. Your payment information are never disclosed to the seller or any other party
  • Other tips

    1. Know what you are buying.
    2. It is important you compare prices. Remember, if the price looks too good to be true, it probably is. In particular, be careful when purchasing high-tech goods, especially when prices are far below retail. Certain high-end items such as tablets, mobile phones, and notebook computers are likely targets for scammers.
    3. Use a payment method with fraud protection.

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Jumia Market Rating System

Jumia Market is an Online Shopping Community where members engage with one another. We urge Buyers to share their experience by rating and commenting on the service provided by the Sellers. This provides other community members a better understanding of what they can expect from particular Sellers. It also helps increase transparency between members and gives Sellers a reason to constantly improve the quality of their services.

For Buyers

  • Buyers are asked to provide feedback on their experience with a Seller, right after their order has been completed on Jumia Market. This serves as a guide for other Buyers who may be interested in buying from the same Seller.
    1. The rating system is based on a 1- to-5-star scale where 5 stars is the highest rating, and 1 star is the lowest.
    2. Ratings and feedbacks become visible on the Seller's page right after publication.
  • Comment on your overall experience of the service provided by the Seller. Consider the following aspects when rating your Seller.
    1. Were you treated by the Seller in a professional manner?
    2. In case an issue was raised, did you get a prompt resolution by your Seller?
    3. Was the item description in line with what was delivered to you?
    4. Would you buy from the Seller again?
  • Method B – Through the Email you receive

    1. You will receive an automated email reminding you to rate your Seller.
    2. Provide your rating directly in the email, by clicking the number of stars you want to give, between 1 to 5.
    3. You will be redirected to the Ratings and Feedback section of My Account.
    4. Enter an explanation of your rating; your explanation should cover the quality of the item and the seller's service; and then click Send
  • Method C – Through Customer Service

    1. You can provide your ratings and comments directly to the Jumia Market Customer Service Team. Call our specialists by dialing the telephone number appearing on the Contact Us page.
  • Jumia Market reserves the right to remove feedback that isn't directly related to the buying experience or where language is considered inappropriate. If your comments include any of the following, your feedback is subject to removal:
    1. Promotional content: This includes anything of a promotional nature such as comments about or links to other merchants or websites.
    2. Obscene or abusive language: Please use helpful and appropriate language when participating in the Jumia Market Community
    3. Personal information: You shouldn't include information that identifies other Jumia Market users
  • If you still feel that a comment for a particular Seller or product is offensive or the author makes use of inappropriate language, please report this to our dedicated Customer Service team via email, phone, chat or simply by filling in our Contact Us form