Welcome to Jwaso Customer Care

Find solutions to your questions here:

Are all products on Jwaso original and genuine?

Yes. We are committed to offering our customers only 100% genuine and original products. We also take all necessary actions to ensure this: any seller found to be selling non-genuine products is immediately delisted from Jwaso.

Please send an email to customercare@jwaso.com if you think a product listed on our website does not meet these standards.

Are all products on Jwaso new and unused?

Yes, Jwaso only offers 100% new and unused products.

 

Please send an email to customercare@jwaso.com if you think a product listed on our website does not meet these standards.

How can I find the right product on Jwaso?

You can start by clicking on a category name from the category menu on the left side of the website. This shows all the products we have within that category. If you know what you are looking for, just type the name of the product or brand in our search bar at the top of the page and click Search. .

Are there any hidden costs or charges if I order from Jwaso

There are no hidden costs or charges when you order from Jwaso. All costs are 100% visible at the end of the checkout process.

Are the prices on Jwaso negotiable?

Prices on Jwaso are not negotiable. Jwaso has thousands of sellers who offer you the best prices and deals.

Why do I see different prices for the same product?

Some of our products are offered by different sellers. This allows you to choose your prefered offer. If a product is sold by different sellers, you will find the alternative prices of other sellers in the product page.

How do I place an order?

Shopping on Jwaso is easy! Once you have found the product you want to buy, just follow the steps below:

  • Enter the quantity of products,
  • Click on “Add to cart”, to add this product to your cart,
  • Click on cart” in the top right corner, it is displayed as a shopping bag
  • Click on ‘Proceed to checkout”,
  • Register/Login into your account by entering your email and password,
  • Enter your shipping/billing information on the left,
  • Choose your preferred payment option and delivery option on the right,
  • Click on “Place order” to display order details and complete your order.

Once your order is placed, we will either automatically confirm it by notifying you via email, or we will call you for confirmation in case we need more details. Please note that this confirmation is a mandatory step before we ship your order. In case you have a doubt about whether the confirmation was done or not, do not hesitate to contact our Customer Service Call Center.

My payment was processed successfully but I didn't get any order confirmation. What should I do?

Please get in touch with our Customer Service Team  so we can help you to resolve the issue.

How do I cancel my order?

  • If you have not already received the email information that your order was shipped, you can simply cancel your order by getting in touch with our Customer Service Call Center.
  • If your order has already been shipped you will not be able to cancel it, but still potentially able to return it (Check out our Return Policy for detailed information).

How quickly can I get my order?

We do our best to get your orders delivered within 4 business days maximum.

How can I track my order?

We will send you regular updates about the status of your order via emails.

My order is delayed. What should I do?

We are sorry that your order is delayed. If the order status has not changed in a while, please get in touch with our Customer Support Team.

How do I pay on Jwaso?

Jwaso currently offers the below payment option only.

  • Mobile Money

The following option will be included in the near future

  • Cash On Delivery
  • Bank Deposit/Transfer

Do not hesitate to contact our Customer Service for more information

How do I use a Voucher?

Does Jwaso offer payment in installments?

Sorry, we don’t offer payment in installments at this moment.

Which currencies does Jwaso GH accept?

We only accept Cedis.

What if my order value is more than the Voucher amount ?

If your Voucher value is less than the order amount, you’ll be asked to select an additional payment method to complete the payment

What products can I return?

All products sold on Jwaso.com can be returned for free!

What are the conditions for my return?

Products can be returned only during the 3 days following the delivery, with the below conditions:

Condition A:

  • If the product is not as you expected/not as advertised; or
  • If you don’t want the product anymore. Then the product must be returned unused, in its original packaging and with all seals & tags intact

Condition B:

  • If the product is damaged at arrival, defective at arrival or counterfeit; or
  • If your fashion product is the wrong size. Then the product must be returned in its original packaging. All accessories, tags and free gifts must also be returned.

How can I return my product?

Step 1: Log your return request

  1. Call our customer care to create your return.

Step 2: Pack your product

  • Pack your product according to the return conditions.
  • Include all tags, accessories or free gifts you received

Step 3: Return your product

  1. If you requested a pickup, we will contact you to arrange a pickup time.
  2. If you selected a drop-off: Please drop your package at the chosen place following the given instructions (no shipping charges will apply).

How long do I have to initiate my return?

When can I get a refund?

  • You cancelled a prepaid order
  • You rejected a prepaid order
  • You returned an order within Jwaso’s 5-day return policy

How will I get my refund?

How long would it take to get my refund?

Once your item has been retrieved, expect an overall duration of 10 days to receive your refund, provided the return is matching the returns conditions.

I received something I didn't order. What now?

Please always if possible on your side, verify the item delivered when given by the delivery agent. And reject if not matching your order. In case you accepted it from the delivery agent, you can still return within 5 days

What if my returned item is not cleared for refund?

If your return is not cleared for refund, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.

Please note that we will make 3 attempts to return the product to you. However, after this, we will cancel the return procedure and will keep the product with us for a maximum of 20 days.

How long does it take to receive my product?

I found the package open and the product seal broken on delivery. What should I do?

Will somebody contact me before delivering the package to my location?

Does Jwaso deliver outside Accra?

Sorry, Jwaso does not currently deliver outside Greater Accra.

Can I pick up my item instead of having it delivered?

Please be informed that once available at this pickup station you will have 5 days maximum to pickup your item. After 5 days the item would be sent back to the Seller and your order cancelled.

I have a complaint about the delivery rider who came to deliver my order. What should I do?

Apologies for the inconvenience caused, please get in touch our Customer Service Call Center so we can make things right.

How can I sign-up as a customer on Jwaso?

  • Start by clicking “My Account” and then “sign up” in the top right corner of your screen.
  • On the right side select either to register as a vendor or customer.
  • You will then be asked to provide some basic information.
  • When you have provided the required information, click submit to finish the sign-up process.
  • We will send you an email to welcome you to Jwaso.

Would my account be deactivated if I don’t use it for a long time?

I have forgotten the password to my account. How do I access it?

  • Click “Your Account” and then “Login” in the top right side of your screen.
  • On the left under the “Login” button, click on “Lost Your Password?”.
  • Enter your Username or Email address in the provided space on the next screen and click on “Reset password”.
  • You will then receive an Email with password reset instructions to enable you reset your password.

Still can’t find a solution to your question?

Then contact us directly using our Contact us page or on +233 264420224 , we will then get back to you shortly with an answer.

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