Jumia 2020 COVID-19 FAQs
Hygiene measures
How can I be sure that it is safe to ship at the hubs?
We have implemented the precautionary measures as advised by the World Health Organisation at all our locations, including the Jumia Warehouses and Drop off/ Pick up stations, to ensure the safety of our employees and sellers.
All members of staff and partners adequately trained to observe standard precautionary measures on and off duty. Jumia has also made provision for gloves, masks, sanitizers, soap and water to all employees that are on essential duties and at our whubs and warehouse.
Stay safe & stay healthy.
What is Jumia doing to cope with this COVID-19?
We believe that e-commerce platforms like ours have a critical role, that is delivering essential goods and helping African communities during this challenging time.
=> You can see below some Jumia’s actions to support communities in their fight against COVID-19:
- Safety and healthy measures
Our primary concern is the health and well-being of our teammates, consumers, sellers and communities. We have implemented in our daily operations and delivery services increased hygiene standards to ensure the safest experience. These include but are not limited to, checking employees’ body temperatures, sanitizing facilities and surfaces, using masks and gloves while handling and delivering orders. All our warehouses and delivery partners have been trained on the best practices on personal hygiene and social distancing as per WHO’s guidelines. - Contactless delivery option
Jumia is uniquely positioned to step up and be part of Africa’s response strategy in this challenging time. We have rolled out social distancing and contactless experience. By enabling customers to buy online and offering contactless delivery options, we help eliminate physical contact and potentially reduce person to person infection. - Alternative Payment solutions
We have introduced incentives to pay online through JumiaPay, to reduce the risk of transmission through the handling of cash. - Commitment to community
We have increased access to affordable basic foods and sanitary essentials. By partnering with thousands of brands, like Reckitt Benckiser, and others, we are able to maintain fair prices and fight against speculation. Jumia has waived the commission on specific sanitary products to help consumers get them at the lowest price.
We have maintained our safe deliveries to consumers everywhere, including remote and rural areas, with Jumia’s integrated logistics network. This is important especially for elderly and sick people at home.
We have provided a donation of CE certified face masks to Health Ministries in Kenya, Ivory Coast, Morocco, Nigeria, Uganda and others for use by health workers, leveraging the company’s global logistics network from China. We have given the visibility of key health instructions on our platforms. We are collaborating with Ministries of Health in Nigeria as well as in Egypt, Ghana, Ivory Coast, Morocco and South Africa by using our online platform to share and amplify the reach of much needed important health messages.Finally we would like to thank you for your trust and support in this challenging time.
#Staysafe #StayHome.
Seller Support
Why are the seller support lines closed?
To ensure the safety of our employees we have temporarily closed our seller support phone lines. Please note that we are still in full operation and you can contact us by raising a claim here
Kindly note that our operating hours remain the same and we will continue responding to all questions or incidents within 2 business days.
Finally we would like to thank you for your trust and support in this challenging time.
#Staysafe #StayHome.
Delivery restrictions
Will my packaging materials order be delayed due to COVID-19?
Our teams have a critical role, that is delivering essential goods and helping African communities during this challenging time. Hence of course we are continuing operating and we are delivering all orders to our customers.
As for the delivery timelines: we are doing our best to keep them, but given situation you might experience a slight delay. For detailed update on current orders, you can at any time log in on Jumia website, go on “My Orders” then “Track my order” and see the current status of your items delivery.
Please note that shopping on Jumia remains the safest way to shop and we are taking all measures to ensure you stay safe and healthy.
Please don’t forget to thank your Jumia delivery associate, who is keeping you safe at home! You can also encourage them through our Facebook page using the #jumiaheroes flag. Stay safe & stay healthy.
Hub Operations
Are your drop off centers still open this COVID-19 period?
As at today, only 9 of our hubs are fully operational. Please click here for all the details.
We might make further changes if more stringent restrictions on movement are announced by the government as part of their initiatives to reduce the spread of the virus. We will remain in close contact with all consumers if we make any changes to our operations.
Sellers who ship items in these hubs are advised to ship from the other hubs that are in full operation. We will stay in close contact with all our sellers if there are any further changes
We remind you that:
- All our drop off hubs are equipped with sanitizers and we are enforcing social distance all over the drop-off process.
- All members of staff have been adequately trained to observe standard precautionary measures on and off duty. Jumia has also made provision for gloves, masks, sanitizers, soap and water to all employees that are on essential duties and at all our locations.Finally we would like to thank you for your trust and support in this challenging time.
#Staysafe #StayHome.