INTERNATIONAL PRODUCT POLICY - FREQUENTLY ASKED QUESTIONS



What is the "International Shipping Fee?

The International Shipping Fee is the cost of getting an item shipped from an overseas location into your destination country.
This is applicable on all shipped from overseas items. This cost contains international shipping charges by Air as well as local customs clearance duties and fees.
The international shipping fee is charged on a per item basis.


Why is the International Shipping Fee so high?

We have recently improved our user interface to show you the real cost of shipping your item from overseas. This cost previously was already included in the price.
Now the price you see on Jumia is much lower than before but we clearly show you the cost inflicted to have this item shipped from an overseas country directly to your doorstep.
This fee includes, international air freight charges, customs duties, taxes and clearance fees.

Do I have to pay extra duties or taxes when my product is delivered?

No, you will only pay what is quoted as total cost at checkout, no more. You are not expected to pay any additional duties or taxes.
If you are asked by Customs or our logistic partner to pay duties, please contact our Customer Service here


What are Shipped from Overseas Products and how do I identify them on the website?

Shipped from Overseas also known as Jumia Global allows you to shop internationally sourced products and have them delivered to your doorstep here in Uganda.


How can I find those products on the website?

Products in this category are clearly marked "SHIPPED FROM OVERSEAS" in color blue on our product display catalogs and pages.


What should I be aware of when buying products from Overseas

Warranty conditions vary by product, please check individual product pages for details.
Product manuals, instructions and safety warnings may not be in destination country languages.


What is included in the price?

You will only pay what is quoted as total cost at checkout, no more. Jumia protects you against potential re-evaluations at customs clearance.


What payment method can I use to buy products Shipped from Overseas?

You can pay with your MTN Mobile Money the authorized online payment methods on Jumia.
Note that Payment on Delivery is not accepted.


What if I want to cancel my Overseas product?

Once your order is shipped, Jumia cannot stop it's delivery as the import process has started. Cancellations are therefore not authorized after order has been confirmed.




When will I receive my item exactly?
The delivery timeline is indicated on the product page under the name of the seller. It is in business days, thus, it doesn't take into account weekend days and public holidays.
It includes the time for the seller to fulfill the order, the international shipping to Uganda, the customs clearance in Uganda and the first attempt to deliver your order.

What happens if I don't receive my product within the estimated delivery time?

In case your item has not yet reached you within the estimated delivery time displayed on the product page, please contact our Customer Service here
You will be able to inquire about the estimated delivery date and other related information.


How can I track my order?

Simply click Your order and enter your order number then the Track button. If you are already logged in, click My orders and Check Status.



“Shipped from Overseas” return policy

For items flagged as “Shipped from Overseas”, returns are only accepted for the reasons below :

Reason Description
Defective Item Item is damaged upon delivery or not according to manufacturer’s specification
Wrong Item If you received an item different from what you ordered.

For example, we do not accept returns if size does not fit, or if client dislike the product (color, material, style). We encourage you to carefully check full description of the items and confirm
it will meet all your expectations before placing your order.

How to return?

You can find how to return your products here



What is the Refund Policy for International Shipping Fee?

The International Shipping Fee is non-refundable in case of any return