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How to cancel an order on Jumia Kenya

how to cancel an order on Jumia 2
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How to cancel an order on Jumia Kenya? This must be the question running through your mind as you try to go through this page.

I do understand your trouble, that is why I am here to help solve your problem. Please read on to get the solution.

Jumia is a reputable company in Kenya shipping millions of products every day to its customers all over Kenya. The average shipping speed on Jumia in Nairobi is three days and more days in other parts of the countries.

Despite its efforts to deliver your packages on time, unforeseen problems, change of plan and many other reasons may force you to start thinking how to cancel an order on Jumia Kenya.

Let me explain.

Sometimes unforeseen delays on Jumia can force you to make a sudden decision on cancelling an order you had made, especially if you wanted it fast and it is time bound.

Here is a story from my own experience.

Sometime late last year, I placed an order on Jumia for a product I was to give out as a gift to one of my friends who was getting married. I placed the order on a Monday and expected that by Thursday, I should have my package for the big day.

However, by Thursday, I had not received that sms to notify me that my package will be delivered. I was not very worried; something kept telling me that I should have my package by Friday morning.

It was not to be. By Friday morning, had not received the package, and I knew that the possibility of having it delivered before the big day was almost nil.

Just like you, I was being bothered by this question on how to cancel an order on Jumia Kenya?

You see, you are not alone on this, hundreds of people, on a daily basis cancel orders on Jumia.

Back to my story, how did I sort out my problem? There was only one option, to cancel the order, and try to get a substitute gift for Saturday. At this time, I did not have much time to think about it and I had to move fast.

I sent someone to town( read Nairobi) to buy me the gift as tried to cancel the order. Nevertheless, it was not as easy as I thought.

It took me sometime before I could figure out how to cancel the order.

Luckily, for you, I bring you the very same method I used, so that you do not have to suffer as I did.

Ways to cancel your orders on Jumia

You have several ways at your disposal to cancel orders on Jumia.

1. Call customer care

This is by far the easiest and most convenient method to use. All you need to do is call the customer care and explain your situation.

The numbers to call are 0700,000,990 or 0205230600.

You can call these numbers on weekdays, which is Monday through Friday from 8.00am to 8.00pm.  On weekends and public holidays, you can reach them from 9.00 am to 3.00 pm.

I love this method because your question how to cancel an order on Jumia Kenya is answered there and then.

2. Write them an email

This is a second option you have. All you have to do is write them an email to [email protected]

If you do not know what to write in the email, write something like this.

Dear (name),

I recently made a purchase online via your website on (day, month/year) for a (full description of product). The delivery date is estimated for (day, month/year) but I would like to cancel the order and (receive a refund/make an exchange).

I have read your site’s terms and conditions and from what I understand, I am still well within the time period allowed for returns or exchanges.

My order number is: (insert your order number). I paid via my (PayPal account/Credit card etc) so would it be possible for the (refund/exchange) to be made back onto my (card/account) directly?

 My reason for this (cancellation/exchange) is (give details of the reason for your request). I apologize for any inconvenience caused.

I have shopped online with (name of the company) numerous times in the past. You have a very good selection of products at very good prices and delivery is always quick with the items always arriving in perfect condition.

I am a loyal customer who enjoys shopping with you. The experience is always pleasant and I have already recommended you to many of my friends and will continue to do so.

Awaiting your rapid response,


(Your name)

Of course, this is just a template; you can make it as short as possible but remember to put in all the details of your order for quick cancellation.

If you are successful, you should receive an email confirming that your order has been cancelled.

3. Cancel your order on-line

If you log into your Jumia account, under your name at the top left, there is a drop menu, which among other items, has an option to track your orders.

how to cancel an order on Jumia

Here you can see whether your order is awaiting confirmation, or confirmed and awaiting shipping or it has already been shipped.

From here, you will notice that there is an option to cancel your order. You can proceed and fill the online submit form.

Fill in all the details required of you, which will include full name, email address and the order number. Under the option, select “I want to cancel my order.

Then provide a brief description as to why you want to cancel the order. Once you have done so, hit the submit button and sit back and wait for the feedback on how to cancel an order on Jumia Kenya.

If all goes well, you should be able to receive a response within 24 hours.

Here is a summary of all this stuff.

how to cancel an order on Jumia

A few things you need to understand before canceling orders on Jumia.

Like any other shopping websites in Kenya, Jumia has its own term and conditions. You cannot just wake up and decide to cancel orders anyhow. Here are a few things you need to know.

  • Read the Jumia’s terms and conditions: Even as you ask yourself how to cancel an order on Jumia Kenya, you also need to ask yourself what happens if I do not adhere to Jumia’s terms and conditions. It important to read and understand their terms and conditions. This helps you understand your limits as far as this matter is concerned.
  • Do it fast: Should you decide to cancel an order, you need to move with speed. You do not want to try doing it when the deliveryman is at your doorstep. This in itself may come with unforeseen costs. In addition, if you really do not want your package, you are left with one option, that is returning the item. However, before you do so remember to read Jumia’s return policy.

Also Read: How to place an order on Jumia Kenya


Jumia does not like you cancelling orders. And it is understandable because it is loss of revenue to them.

However, some circumstances force us to cancel some of our orders. Briefly should you want to cancel an order, follow one of the following methods below.

I am glad you have walked with me through this article and you too are glad that I answered your question. Now you know how to cancel an order on Jumia Kenya.

If you like this article, please share it.

What do you think?

Written by Maishah Marsden

Maishah Marsden is the founder of ShopaXo (ShopInKenya.Com) and Maishah.Co.Ke . He is a top Kenyan blogger casually called by his peers as "Life'. If he is not writing your favorite articles, he is with his family. He loves sport and won't mind going on Safari anytime.


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