COVID-19 Q&A

Our primary concern is the health and well-being of our teammates, consumers, partners and communities. We believe our role is critical during this challenging time and we want to make sure our customers can get the items they need, when they need them. With the spread of COVID-19, we’ve recently seen an increase in people shopping online which has had an impact on how we serve our customers, but we are working around the clock with our selling partners to ensure availability of essential products, and to continue to bring on additional capacity to deliver. We have taken precautionary measures internally and externally and made contingency plans that we will continue to assess as the situation changes in each market.  

For the latest information on Jumia’s actions to help customers, communities, and employees affected by COVID-19, visit twitter.com/Jumia_Group

For information and advice on COVID-19, please refer to the latest updates from the World Health Organization (WHO) website https://www.who.int/

Q&A

1. Can I place an order? Will Jumia deliver my parcel?

Yes, Jumia continues to serve customers and provide a safe shopping environment and home delivery. You can check the current delivery times at order check-out or via ‘Your Orders’ in your account. When selecting a delivery address, select the option to collect form Jumia pick up stations or home delivery for your convenience. 

2. Are delivery times affected?

Our teams are working to ensure we can continue to deliver at the fastest time possible. As you are already aware, we have taken several measures to ensure safe shopping during COVID19. We also do the same for our sellers, such as making sure that social distancing is enforced when they bring products. Due to the current challenge that we are currently facing, this may delay the delivery of the orders compared to our usual timelines. Future orders placed will be delivered within the timelines indicated on the product page and checkout, which have been updated accordingly. We appreciate your support and patience. 

3. Is it possible to return items?

Yes, as usual, you can return items under our return policy guidelines. Go to My Orders to return an item or check the return window for your order.

4. Is it safe to receive orders?

Yes. The likelihood of an infected person contaminating  commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is low, according to the World Health Organization. As a result, shopping online on companies like Jumia, is a safer option – as it allows customers to avoid busy markets, malls or supermarkets.

5. Is it possible to reduce contact with the drivers when they deliver my order?

Yes. Our delivery agents are well trained to facilitate ‘Contactless’ delivery and cashless deliveries, where possible. Drivers have been advised to limit contact with customers by placing packages at the customer’s doorstep and stepping back. Customers are also advised to prepay through JumiaPay to enhance their ‘contactless’ delivery for prepaid packages on the platform.