Shipping and delivery policy
Last updated 13 October 2026. Part of our terms of use. Rates and times are on delivery and pickup.
1. Where we deliver
Within Kenya only, to the pickup stations and areas checkout offers for your basket. We do not ship abroad.
2. How it reaches you
- Pickup station. You choose a station near you. The shop drops your parcel at its own nearest station and Jumia Delivery carries it to yours.
- Shop delivery. Some shops deliver themselves in their area, at the price and time shown at checkout.
3. What delivery costs
One charge per shop’s parcel, from the basket’s total weight and the distance between the shop and you, never per item. Checkout shows it before you pay, and it does not change afterwards. If a shop’s parcel turns out heavier than its listing said, the shop pays the difference, not you.
- Free delivery on baskets over KSh 3,000.00
- Free delivery from shops that offer it, when the basket is theirs alone
- Free delivery on items bought on a shop’s live stream, where offered
4. How long it takes
Checkout shows an estimated date for each parcel: the shop’s packing time plus the usual transit time, in business days. Estimates are not guarantees. Weather, holidays and roads can delay a parcel. Each shop sends its own parcel, so a basket from two shops can arrive on different days.
Shops must drop off paid orders within the dispatch time they state. If a shop has still not sent your order 48 hours after that, it is cancelled automatically and you are refunded in full, delivery included.
5. Tracking and collecting
Once the shop hands your parcel over, your order shows the tracking number. We text you when it is ready. At the station, show the order code we sent and your ID; the name must match the collector named at checkout. You can name someone else to collect for you. Do not share the code with anyone you do not want collecting.
Collect within 7 days. After that the parcel goes back to the shop. You are refunded for the items, but the delivery charges may be kept, because the delivery was made.
6. Check before you confirm
Open the parcel at the station where you can. If it is opened, wet, damaged, wrong or missing something, photograph it and use “Something is wrong” on the order, and do not confirm receipt. If you do nothing, the order confirms itself 72 hours after delivery and the shop is paid.
7. Lost or damaged in transit
If the station cannot find a parcel marked ready, it never arrives, or it arrives damaged through no fault of yours, you get a full refund, delivery included, or a replacement if the shop has one and you prefer it. Your order is covered by Buyer Protection while we look into it, and we recover the loss from whoever caused it without making you wait.
If a parcel was collected with your order code and the named collector’s ID, we cannot treat it as lost.
8. Changing where it goes
Before the shop drops it off, contact us with your order code and we will change the station, charging or refunding any difference. Once it is on its way it cannot be redirected.
9. Until it reaches you
The item stays the shop’s responsibility until you, or the person you named, collect it or receive it.