What’s your policy on Returns & Exchanges?
Returning an item is simple. Try your purchases on in the comfort of your own home and if you need to send them back, you have 7 days from the date you received your order to exchange or return. We will collect from your home, work or an alternative address for free.
Shipping is complimentary on all exchanges; however, if you are based outside the EAC (East Africa Community) you will need to pay taxes and duties on this.
Please make sure your items are returned new, unused and with all SHOPJIJI and designer garment tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to the customer.
Please contact our customer care team by emailing firstname.lastname@example.org if you have any further questions.
Returning your Purchase
Book a complimentary collection and send your item(s) back to us within 7 days of receiving your order.
Please follow the steps below to return your purchase.
- Sign into your account and under My Orders, select the order number containing the items you would like to return.
- Click on the “Create a Return/Exchange” button and choose the reason for return. If you would like to exchange an item, choose your replacement size.
- Check the box to agree with our Return Policy. You will then receive an email with your R&E number.
- Book a free collection with us and selecting your country to find the telephone number of your nearest JIJI|Logistics branch. Customers will be contacted within 48 hours to arrange a collection.
- Sign the returns proforma invoice that you received with your order (and fill in the air waybill if applicable).
- Leave your package open until the driver or JIJI|Logistics store assistant has checked the contents.
To ensure your return is covered by our complimentary returns policy, please send it back from the same country it was delivered to. Orders sent back from a different destination may incur additional charges and be delayed in customs.
We prefer that items are returned to us via our own service so that they are protected and insured. You can return using any secure means, but we may not accept liability. Please email email@example.com if you intend to do this and send your purchase to the following address:
A175 Onyonka Nairobi
Receiving a Refund
Your refund will be credited only as store credit to your SHOPJIJI account.
If your order has been sent to a destination within the EAC, all sales taxes will be refunded. Outside the EAC, customs duties and sales taxes are non-refundable through SHOPJIJI. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
All items must be returned new, unused and with all SHOPJIJI and designer garment tags still attached. Returns that do not meet our policy will not be accepted and sent back to the customer.
We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your SHOPJIJI account.
Your purchase should be sent back to us within the 7 days of receiving your order. Returns outside of this period are accepted at the discretion of SHOPJIJI.
Please take care trying on items as all products must be returned in a new and unused condition with all SHOPJIJI and designer garment tags still attached.
Please handle light-colored bags carefully if you are still deciding whether you will be keeping the item. Please note that dark items of clothing can transfer dye to light-colored bags.
When trying on shoes, please be mindful not to scratch the soles or mark the shoe box. Returns must also include the dust bag and box, as these are considered part of the product. Please place the shoe box inside another box in order to prevent damage during shipping.
Skincare, cosmetics and haircare must be returned unused, unopened, and in their original packaging otherwise we will not accept them. Please note that fragrance, nail polish and aerosols are final sale and cannot be returned due to transport restrictions.
Lingerie & Swimwear
Briefs, swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip.
Limited-Edition Products and Books
As these items are highly collectible, please only remove the protective cover and packaging once you are certain that you wish to keep them.
Technology products should be returned in the original packaging.
Please note that issues of JIJI purchased from SHOPJIJI.COM are non-returnable.
To arrange a gift return, please email firstname.lastname@example.org and we will assist you further.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.
If your item is faulty when you receive it, you can return it for a refund. Simply request your Returns & Exchanges number and return the faulty goods to us within 7 days of the day you received them.
We have made every effort to display the colors of our products that appear on SHOPJIJI.COM as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor’s display of a color will be completely accurate.