Support
We're here to help. Whether you have a question about an order, a payment, or your account, our support team is available 24/7 — most messages get a reply in under 5 minutes.
Contact us
- Email: [email protected] (typical reply within 1 hour)
- Phone / WhatsApp: +234 905 599 9998 (24/7 hotline)
- In-app chat: open the Jummall app → Account → Help & Support
- Address: Lagos, Nigeria
Frequently asked questions
Account & sign-in
I forgot my password. Tap Forgot password?on the sign-in screen and we'll email you a reset link. If you don't receive it within a few minutes, check your spam folder or contact support.
I'm not receiving the verification SMS. Make sure the phone number is entered with the country code (e.g. +234…). If it still doesn't arrive, tap Resend code or switch to email verification.
How do I change my email or phone number? Go to Account → Settings → Personal info. You'll be asked to verify the new contact before the change takes effect.
Orders & tracking
Where is my order? Open Account → My ordersto see real-time tracking. You'll also receive push notifications and email updates at each delivery stage.
How long does delivery take? Standard delivery is 2–5 business days for Lagos and Abuja, and 3–7 business days for other cities. Express delivery (where available) is next-day in Lagos.
What if my order doesn't arrive?If your order is delayed past the estimated date, contact support — we'll either expedite delivery or refund your escrow balance automatically.
Payments, escrow & refunds
How does escrow work?Your payment is held safely by Jummall via Paystack until you confirm delivery with your 6-digit release code. Only then does the vendor receive the funds. Read more on our homepage under "Our promise".
Which payment methods are accepted? Card payments (Visa, Mastercard, Verve) and bank transfers, all processed securely by Paystack.
How do I get a refund? If the vendor cancels, the seller fails to ship, or you successfully return an item, the refund is processed automatically to your original payment method within 3–7 business days.
Returns
What is the return policy?Most items can be returned within 7 days of delivery, provided they're unused and in their original packaging. Some items (perishables, personal care, custom-made goods) are non-returnable — check the product page before purchasing.
How do I start a return? Open the order in Account → My orders → Return this item, choose the reason, and submit. We'll guide you through pickup or drop-off.
Selling on Jummall
How do I become a vendor? Tap Sell on Jummall at jummall.com or in the app and complete the vendor application. We verify your identity and business documents before activating your store.
When do I get paid? Payouts are released to your registered bank account once the buyer confirms delivery. Funds typically arrive within 24 hours of release.
App & technical issues
The app is crashing or behaving strangely. Try these steps in order:
- Force-close and reopen the app.
- Check that you're on the latest version (Play Store / App Store → Updates).
- Restart your device.
- If the issue persists, contact support with your device model and a brief description of what happened — a screenshot helps.
How do I delete my account? See our dedicated Account Deletionpage for the full process, what data is removed, and what we're legally required to retain.
Privacy & safety
For information on how we collect, use, and protect your data, see our Privacy Policy. For platform rules and your rights as a buyer or seller, see our Terms of Use.
Still need help?
If your question isn't covered above, get in touch — we read every message.
Email: [email protected]
Phone / WhatsApp: +234 905 599 9998
Hours: 24/7