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Payment & Account

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Post Delivery Feedback

How can we help you?

Questions

You can create an account by following those easy steps :
Step 1: Click on 'Login/Create an account' at the top of the page.
Step 2: Fill out the required information, including your email address and phone number
Step 3: You will then receive a 4-digit verification code by SMS to verify your account. If you haven't received it after 1 attempt, you can request the code via SMS again, email or phone call.
Step 4: You can then compute the code on the Jumia log in platform
Step 5 : You can then configure your personalized PIN code, or set up your fingerprint to secure your account.
Step 6 : Your account is now created!
Step 7: Select your delivery address on the map and proceed with your order placement

Yes you need to create an account on the Jumia Food App or website to be able to place an order but you can do so at the end of your ordering process.

There are definitely a few advantages of signing up:
1. Your previous delivery addresses will be saved so that you don't have to enter them all over again on your next order.
2. You can track previous orders.
3. You can quickly make re-orders.
There are many more advantages... register with us and discover them!

Please check if you have the latest version of the App downloaded. Need more help? Contact us here

Here are the steps :

After typing your email or phone number, please click on ""Forgot your password?
We will send a 4-digit verification code to your email.
Once you get the code by email, please insert the code on Jumia platform.
You will then be able to submit your password reset and use your new password.

Thank you for bringing this to our attention. Please make sure to clean your finger, and to press well to configure your fingerprint. If you still do not succeed, kindly contact Customer Service.

We hate to see you leave! You can leave your account on hold and come back whenever you want. However if you still wish to deactivate your account please contact our customer service here

Need help placing an order? Call our Order Line - 0709 768 000. Operating Hours: Mon-Sun 7:00am-10:00pm

If you would like to receive dishes from multiple vendors, you can do so by placing several orders. Be reminded that you will be required to pay delivery fees for each order.

Need help placing an order? Call our Order Line - 0709 768 000. Operating Hours: Mon-Sun 7:00am-10:00pm

It is possibly because your delivery area is not covered by the restaurant and Jumia Food is constantly working to add more locations/vendors to it' s network. If you enter your delivery address on the homepage then you can browse through all the restaurants available in your location.

Jumia Food is expanding and we hope to cooperate with restaurants and retailers near you soon!

Please feel free to suggest your favorite vendors near you that you would like to see on Jumia food by following these steps:
1 Open the Jumia Food application
2 Go to Vendor to see the list of vendors in your area
3 Scroll down and click on RECOMMENDED VENDOR.
4 Complete the fields then
5 Click on RECOMMEND

Need help placing an order? Call our Order Line - 0709 768 000. Operating Hours: Mon-Sun 7:00am-10:00pm

Need help placing an order? Call our Order Line - 0709 768 000. Operating Hours: Mon-Sun 7:00am-10:00pm

Need help placing an order? Call our Order Line - 0709 768 000. Operating Hours: Mon-Sun 7:00am-10:00pm

Yes a minimal fee is charged. However to enjoy free delivery kindly subscribe to Jumia Prime for free delivery on both Jumia Food and Jumia Mall orders.

You can easily check the delivery charge for each restaurant whilst browsing our platform. Delivery fee (if any) is specified on the Review Order page.

Delivery time varies from restaurant to restaurant. It also depends on your delivery address.

You can see the estimated delivery time for each restaurant in your area on the Jumia Food App or website

Our delivery hours are from 7:00 AM to 10:00 PM.

Yes if the location is currently covered by Jumia Food. We will deliver from any restaurant listed on the search results for your location. We recommend enabling your GPS location finder and letting the app auto-detect your location.

Need help placing an order? Call our Order Line - 0709 768 000. Operating Hours: Mon-Sun 7:00am-10:00pm

Jumia Food offers many discounts at restaurants. If you want to view them all have a look at: Restaurants with special offers.

You can pay for your Jumia Food orders via Cash on Delivery or with your bank card. Kindly select your preferred payment method at checkout.

Need help placing an order? Call our Order Line - 0709 768 000. Operating Hours: Mon-Sun 7:00am-10:00pm

Yes! Simply open the Orders section on your Jumia Food account and select an order from your recent orders and click on Reorder.

Tracking your order is very simple follow the steps below:

1 Click on Orders on the Jumia Food App
2 Select the order you would like to track
3 Click on the order to see the progress of your order

Also note that Jumia Food will send you Push Notification (PN) on the step by step progress of your order. Please ensure that Push Notification is activated on your Jumia Food App.

We at Jumia contstantly work with our partners to ensure best possible delivery time of your order. In some unforeseen scenarios like weather traffic etc there may be an unexpected delay. However we work towards ensuring that such occurances are minimal.

You can track your order live on our App and if your order has been picked up then rest assured that Driver is on his way and you can also contact him directly. However if your order is delayed more than 15minutes and not yet picked by rider please contact us here.

On the delivery tracking page when we exceed the timelines we also show an option to confirm delivery. In case you still haven't received your order by then please do inform us from the option there and our team will investiagte the cause of delay and reach out to you at the earliest.

Have you placed an order through Jumia Food application before? We invite you to check that your notifications are enabled to do so:

1 Open the Jumia Food application
2 Click on setting
3 Then click on Push notifications4 Activate notifications by clicking on Allow notifications.

Please note that after your order is confirmed you will also automatically receive a confirmation email on your email address mentioned on your account. If this is not the case we invite you to check if the confirmation email is not in your spam or junk mail.

Yes in some exceptional cases you can edit your order only before its accepted by the restaurant. If you need help editing an order which is still not accepted by restaurant. Please contact us here.

If you'd like to add more items to your order simply place a new order for the desired item. Subscribe to Jumia Prime to enjoy free delivery

Your address can only be changed before successfully placing an order. Please note that the new address should be a location covered by the restaurant. No change can be made after order placement.

If you encountered this issue, it means this phone number is already checked by our security system and associated with another account. We are unable to create this account with this phone number, as one account is associated with one unique phone number. You can try using a different phone number to create your account.

Thank you for bringing this to our attention. This may have been due to a network or service provider issue. We apologize for this issue, and we invite you to request a new OTP on the MyJumia platform Kindly note that the verification code (OTP) is automatically sent first via SMS. Then, you can request it by email at the next attempts.

Kindly note that the verification code (OTP) is automatically sent first via SMS. Then, you can request it by email at the next attempts.

You can log in on Jumia by following the next steps :

Click on ""Account"" at the top right of your screen.
Type in your email address or phone number. Please make sure to compute an email address/ phone number with correct format.
Type in your password. Please make sure to compute a password with correct format.
You will receive a 4-digit verification code by SMS. If nothing received, you can request the code via email or phone call in the next attempts.
You can now log in !

To create an account, please follow the following steps :

Click on ""Account"" at the top right of your screen.
Add the required information : email address or phone number, your desired password, name, birth date & gender. Please make sure to respect correct format.
In some cases, you will receive a 4-digit verification code by SMS. If nothing received, you can request the code via email or phone call during next attempts.
As an option, you have the possibility to set up a 4-digit PIN to secure your account, and submit.
Your Jumia account is now created!

Click on this link: Here
Type in your email or phone number, and password
The verification code (OTP) is sent automatically via SMS in the first try. Kindly request the verification code (OTP) via email during next attempts.
Put the OTP in the 4 boxes on Jumia Platform
Click on ""Edit phone number"" and change your phone number
Receive an OTP through SMS on the new phone number
Enter the OTP in the box
The phone number is now changed!

Your order can only be cancelled when it is yet to be confirmed or if the order has not been accepted by the vendor.

If the order has already been accepted by the vendor or picked up by the delivery agent you are no longer able to cancel. Kindly note that you will be charged the full value of the order if you still want to go ahead with the cancelation

If your order was canceled before it was accepted by vendor or asigned to a DA your refund will be credited back to the original payment source used for the purchase.

Please note that the refund processing time may vary depending on the payment method:

If you paid via mobile money, the refund will be issued to your mobile money account within 24 hours.
If you paid via bank card, it may take 3-5 business days for the refund to appear in your account.
If you paid with a voucher, your refund voucher will automatically become valid, and you can use it again before it expires.
If you paid via jumia store credit, the refund will be credited to your Jumia account as store credit within 24 hours

We apologise for this experience kindly contact us via Livechat for resolution.

We at Jumia Food have many checks and controls in place to ensure such occurences are minimal. However we are sure you understand that the preparation of orders is the responsibility of the vendor and we take this feedback very seriously and take necessary actions whenever we hear of incomplete or incorrect orders.

We recommend you to also share your valuable feedback about the restaurant on our Jumia Food App so that other customers are aware and also proceed with caution with this vendor plus your ratings help us control the sellers better.

Kindly contact us via LiveChat or email ([email protected]). Realistically we may not be able to replace the order but will try to get a compensation / refund from the Vendor.

We at Jumia Food have many checks and controls in place to ensure such occurances are minimal. However we are sure you understand that the preparation of orders is the responsibility of the vendor and we take this feedback very seriously and take necessary actions whenever we hear of incomplete or incorrect orders.

We recommend you to also share your valuable feedback about the restaurant on our Jumia Food App so that other customers are aware and also proceed with caution with this vendor plus your ratings help us control the sellers better.

Kindly contact us via LiveChat or email ([email protected]). Realistically we may not be able to replace the order but will try to get a compensation / refund from the Vendor.

We're so sorry to hear that! Our drivers do their best to get your order out as quickly as possible. However it happens that the restaurants are loaded with a large number of orders or that the deliverers are stuck in traffic jams - which sometimes causes considerable delays that require our intervention by cancelling the order to our great regret.Please contact our customer service via Chat directly through the platform or app or send us an email at [email protected]

Please note that Jumia food will first try to contact you by phone to notify you of the cancellation or of the rider arrival . If you do not answer you will receive a cancellation email. For this reason it is important to enter a phone number where you can be reached and a correct email address.

We're so sorry to hear that! If your order was delivered but is incorrect the quickest way to get help is by reporting the issue to our customer service via Chat directly through the platform or app or to send us an email at ([email protected])

We're so sorry to hear that! Restaurants do their best however it happens that the restaurants are loaded with a large number of orders which sometimes causes errors.Please contact our customer service via Chat directly through the platform or app or to send us an email at ([email protected])

Our partner stores and delivery companies do their best to pack and deliver your orders in the best possible condition and in a secure manner!

However if you receive a damaged order we invite you to contact our customer service by email on ([email protected]) or livechat and specify the code of your order or the phone number of your Jumia Food account. Remember to take a picture of the order you received with its receipt and include it in your email.

We are sorry to learn that you had an unpleasant experience with one of our Jumia delivery agents.

We conduct regular training to guarantee the professionalism of our agents. We invite you to contact our customer service by email on ([email protected]) Action will be taken to ensure there is no repeat of the same.

Jumia Food uses a notification system to allow you to evaluate your order and its delivery. You can rate both recent and and previously placed orders by following the simple steps below:

1. Open your Jumia Food App
2. Go to my Orders
3. Click on the order you'd like to rate
4. Scroll down and click on Rate Vendor5. Click on Next
6. Rate the Rider and Submit
Feel free to leave comments as well in order to help other Jumia Food customers make their choice among all the partner stores available on our platform.

The change of the payment method can only be done when placing your order on the app or on our website.
Choose your preferred payment method between online payment or cash on delivery

1. Once you choose your products you can ADD To CART. Then you can VIEW ORDER to proceed to check out where you can change the payment method before placing your order by clicking on Payment.
2. Choose your preferred payment method between online payment by credit card or cash on delivery
3. Check the information and click on PLACE ORDER.
Note: Payment method cannot be changed after the order has been successfully placed.

No we do not encourage customers to tip the delivery agents.

Tipping is never mandatory it's entirely up to you. You can tip to thank your delivery agent for delivering your order.

You can only tip your delivery agent in cash when they deliver your order.

The delivery drivers keep 100% of the tips you give them.

Jumia Food is an online food delivery service which simplifies food ordering for Kenyan people. Simply choose the food you want on our online menus and be delivered at home.

Jumia Pay is the first all-in-one mobile app in Africa that enables users to recharge phones pay for utility bills shop online and even order food. JumiaPay mission is to bring every online service in one place and to make them easier more secure and affordable to everyone.

This could have happened because:

1. You attempted to pay via Debit/Credit Card but wrongly entered the Security PIN / Name / Expiry date or your card is not activated for online transactions by your bank.
2. You have not registered/activated your bank's 3D Secure system.
3. You have insufficient funds/credit.
If any amount was debited from your mobile money/bank account please Chat With Us and provide us with the details of the transaction.

Please note:
JumiaPay and Jumia will never ask you for your password PIN CVV or full card details over the phone or via email.

JumiaPay is committed to using the best commercially available technology and procedures to protect the security of your online transactions.

You control your transactions using 2 steps: Strong Jumia password and a one-time verification code sent by your bank to your registered phone number.

Kindly note that any restaurant that has the closed tag is currently not available to take orders online. However you can place your order with alternative restaurants listed under your delivery location.

Yes if you have received a voucher code.
No if you don't have a vocher code simple select your preferred method and click on Place Order

We regret to hear this kindly contact us via LiveChat or email ([email protected]) to track your order.

We are constantly expanding and welcome new vendors every time. For how to sell on Jumia Food please click here

Jumia Food will never ask you to transfer to a delivery agent before the arrival of your order. The only prepayment method we have is the Jumia Pay pay now option on the Place Order page while placing your order. Do not make the transfer pay to your delivery agent on arrival via cash or POS

For OTP not received Kindly click on resend-OTP or contact your bank if issue still persist. You can also double check that the phone number at hand is the number register to your bank account

If you need to change the phone number associated with your account please contact us via email ([email protected]) or livechat and our customer service will take care of it.

Kindly check to see that all the necessary fields have been filled as expected if issues still persist please contact us here

unresolved problem? Try again