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Help & FAQ
Answers to the questions we get most often. If yours isn’t here, our team is a message away.
Getting started
What is Pechka?
A modern Russian restaurant and food brand in Dubai, serving dine-in, delivery and pickup from a network of kitchens across the city.
Where do you deliver?
Across selected areas of Dubai. The quickest way to check is to enter your address on the menu— we’ll confirm availability and show your nearest kitchen. See also Kitchens & Branches.
How do I create an account?
Choose Sign up, enter your details, and verify your phone number with the code we send you.
Can I order without an account?
Yes, you can check out as a guest. Note that promo codes, sushki and store credit all require you to be signed in, so guest orders cannot use them and do not earn sushki.
Can I order Pechka on a delivery app?
Yes — you’ll find us on Deliveroo, Talabat, Careem, Keeta, Instashop and Noon. The food is the same, cooked in the same kitchens.
What differs is everything around it. Those orders are placed with the platform rather than with us, so the delivery fee, minimum order and delivery time are theirs, our sushki and promo codes do not apply, and anything that goes wrong — including a refund — has to be raised in their app. Ordering here is the only way to earn and spend rewards. See Refunds & Returns.
Ordering and checkout
How do I place an order?
Browse the menu, add items to your cart, choose delivery or pickup, and complete checkout.
Can I order for later?
Yes. At checkout you can choose a scheduled time instead of as soon as possible, and we will time preparation to match.
Can I change or cancel my order after placing it?
There is no way to cancel an order yourself. Because we cook fresh, an order is final once the kitchen has accepted and started it. If you need to change something, contact us immediately and we will do whatever we still can.
How do I know my order was received?
We send a confirmation by email, and to WhatsApp if you asked us to on the confirmation screen. The order also appears in your account if you were signed in.
Is there a minimum order?
Yes, for delivery. The minimum is shown in your cart, along with how much more you need to reach it.
Delivery and pickup
How long does delivery take?
Typically 25 to 40 minutes, depending on where you are and how busy we are. The estimate for your specific address is shown before you pay.
How can I track my order?
Go to Track your order and enter your order reference along with the phone number on the order.
Do you charge for delivery?
Delivery fees depend on your location and any active promotions. The fee for your order is always shown at checkout before you pay.
What if my order is late?
Check the tracking page first, and contact us if something looks wrong. We monitor late orders and our team is usually already on it.
What if I miss the driver?
They will try to reach you on the number attached to the order, so please use one you will answer.
Can I collect my order myself?
Yes. Choose pickup at checkout and select which branch to collect from — see Kitchens & Branches for locations and opening hours.
Payments
Which payment methods do you accept?
Credit and debit cards, paid securely online. Signed-in customers can also pay with sushki and store credit, on their own or alongside a card. We do not currently take cash on delivery.
Is paying online secure?
Yes. Card details are entered on our payment provider’s secure page and are never seen or stored by us.
My payment failed — what now?
Check your card details and try again, or use a different card. If it keeps failing, your bank may be blocking the transaction, so it is worth checking with them.
I think I was charged twice.
Contact us with your order details and we will investigate with our payment provider. Duplicate charges are handled separately from food complaints — see Refunds & Returns.
Menu and allergens
Where can I find allergen information?
Open any dish to see its allergen details, and your cart shows a summary for the whole order before you pay. Allergens are not shown on the menu tiles themselves, so please open the item to check.
Can you guarantee a dish is allergen-free?
No. Our kitchens handle a wide range of ingredients including common allergens, and while we follow procedures to reduce the risk of cross-contact we cannot guarantee any dish is free from traces. If you have an allergy, please contact us before ordering. See Certifications & Food Safety.
Rewards
How do I join?
There is nothing to join. Every registered account earns rewards automatically from its first order — no sign-up step and no fee.
How do sushki work?
You earn sushki on the food value of your orders, and you can put them towards a future order — up to the whole bill. On any single order you can either earn sushki or use them, but not both, and orders using a promo code or store credit do not earn.
How much do I earn back?
Between 3% and 10%, depending on your tier. Everyone starts on Blue at 3% and moves up to Silver, Gold and Platinum by ordering more; your current tier and how far you are from the next one are shown in your account. Caviar earns a flat 3% at every tier.
Do sushki expire?
Yes, six months after they are earned. Your balance and what is expiring soon are shown in your account.
Can I transfer my sushki to someone else?
No. Sushki are tied to your account, cannot be transferred, and have no cash value.
Your account
I forgot my password.
Use the reset option on the sign-in page and we will email you instructions.
How do I update my details?
Sign in and open your profile. Changing your phone number requires verifying the new one.
How do I manage my saved addresses?
In your account, under addresses. You can add, edit and remove them there.
How do I stop marketing messages?
Change your preferences in your account settings, or reply STOP to any SMS or WhatsApp message. You will still get messages about orders you place. See our Marketing Policy.
How do I delete my account?
Email us and we will close it for you, normally within 30 days. See our Privacy Policy for what happens to your data.
Refunds
When can I get a refund?
Where an order arrived damaged, incorrect, incomplete, or with a verified quality problem. Full details are in Refunds & Returns.
What do you need from me?
Your order number, the name on the order, a contact number or email, a description of what went wrong, and photographs where they would help.
How is a refund given?
As Pechka store credit on your account, which you can spend on any future order. If you would rather have it back on your card, say so when you report the problem and we will consider it.
Something is not working
The site will not load.
Try refreshing, clearing your browser cache, or using another device or network.
I cannot complete checkout.
Check your connection and your card details, then try again. If it still fails, contact us and we can take the order directly.
I did not get my confirmation.
Check your spam folder first. If it is not there, contact us with the name and phone number you used and we will confirm the order was received.
I cannot sign in.
Make sure you are using the email address or phone number the account was created with, and request a new verification code. If it still will not work, contact us.
Still need help?
Our team can help with orders, delivery, payments, rewards and your account. WhatsApp is usually the fastest.