1. What if a package is lost?

If the system shows “Packages lost,” the warehouse will typically compensate you within one month.

2. What if delivery fails or a package is returned?

The platform supports 7-15 days no-reason returns. Specific rules are subject to the information posted on the front end of each country. After signing for the package, consumers can apply for a return within the specified time limit based on quality issues or personal preferences.

Note: The return time displayed in the system is the time the warehouse receives the returned package, not the time the customer returns it.

If products are returned to the overseas warehouse due to delivery failure or returns, products that meet the criteria for restocking will continue to be sold in Jumia’s local warehouses. You can view the products currently available for sale in the warehouse at Vendor Center > Products > Fulfillment By Jumia > FBJ Inventory. Products are directly packaged and shipped by Jumia’s warehouses.

3. Will customers’ no-reason returns result in fines for sellers and affect their store rating?

No-reason returns will not result in fines or affect store ratings. Only returns due to seller reasons, such as product quality issues, will affect store ratings.

4. If a product is currently out of stock and appears offline on the front end, can buyers still leave reviews?

Buyers can still leave reviews.

5. For FBJ orders shipped from local warehouse, if delivery fails or the buyer returns the goods, is the seller liable for the shipping costs incurred during the process?

For FBJ orders shipped from local warehouse, the seller is not liable for the shipping costs incurred.