Help & FAQ

A modern Russian restaurant and food brand in Dubai, serving dine-in, delivery and pickup from a network of kitchens across the city.

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.

Choose Sign up, enter your details, and verify your phone number with the code we send you.

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.

Browse the menu, add items to your cart, choose delivery or pickup, and complete checkout.

Yes. At checkout you can choose a scheduled time instead of as soon as possible, and we will time preparation to match.

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.

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.

Yes, for delivery. The minimum is shown in your cart, along with how much more you need to reach it.

Yes, in two places. Each dish has its own note — open the dish and use the note field for anything that applies only to it, like leaving out an ingredient. There is also a kitchen note on your cart that travels with the whole order, for preferences, allergies or anything else the kitchen should know. Both reach the kitchen with your order, and your kitchen note is repeated on your confirmation email so you can see what we received.

Where a dish has options, yes. Open it and you will see a Customize section with the choices the kitchen has set up — sides, extras, how something is cooked — and each one shows what it does to the price and the calories before you add it. Some dishes include a “No …” option where an ingredient can be left out. If what you want is not offered there, write it in the note for that dish: the kitchen will do what it can, though a note cannot be guaranteed the way a listed option can.

Yes, and there are two pages for it. Event catering is for birthdays, family gatherings and celebrations, with platters you can browse. Corporate catering covers office lunches, client meetings and invoicing. Both carry the same quote form and reach the same team, so use whichever page fits your event.

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.

Go to Track your order and enter your order reference along with the phone number on the order.

Delivery fees depend on your location and any active promotions. The fee for your order is always shown at checkout before you pay.

Check the tracking page first, and contact us if something looks wrong. We monitor late orders and our team is usually already on it.

They will try to reach you on the number attached to the order, so please use one you will answer.

Yes. Choose pickup at checkout and select which branch to collect from — see Kitchens & Branches for locations and opening hours.

No. The address is fixed when you place the order and goes to the kitchen and the courier with it, so there is no way to redirect it afterwards. If you have used the wrong address, contact us straight away — the order may have to be cancelled and placed again, and once it has left the kitchen it will be delivered to the address on it.

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. Cash on delivery is available on delivery orders up to a limit shown at checkout — you pay the rider at your door. Tips cannot be added to a cash order. Cash cannot be combined with sushki or store credit yet.

Choose cash at checkout and pay the rider when your order arrives. Please have the exact amount ready — riders may not carry change. A large order can need more than one rider, and each carries part of the bill; if that happens we tell you every rider’s amount by email and WhatsApp before they set off, and it is shown on your tracking page. Cash is not available for scheduled orders or for pickup, and tips cannot be added to a cash order. Cash cannot be combined with sushki or store credit yet.

Tell the rider, and the order is cancelled. Any sushki or store credit you used comes back to your account as credit, so nothing you spent is lost. Repeatedly refusing cash orders may mean we ask for card payment on future orders.

Yes. Card details are entered on our payment provider’s secure page and are never seen or stored by us.

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.

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.

A receipt comes by email with every order, and you can open it any time on the order’s tracking page. You can also switch on a separate receipt email in your account preferences, which is worth doing if you claim meals on expenses. Menu prices already include VAT, and your cart shows the rate. If you need a formal tax invoice, contact us with your order number and the details it should be made out to, and we will issue one.

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.

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.

They are for one portion as it is sold — a slice, a cup, a box — not per 100g. Options have their own figures, so the total on a dish moves as you choose them, and your cart shows a total for the whole order. Where a dish shows no calories, we do not hold figures for it yet and would rather show nothing than a guess.

Calories are for the portion as sold and come from our standard recipes, so they are an approximation. Preparation, suppliers and portion sizes move them, and a figure changes whenever a recipe does. 2,000 calories a day is used for general nutrition advice, but calorie needs vary. Alongside the calories we show fat, carbohydrate and protein for the portion as sold, wherever the kitchen holds them. There is more on how they are calculated in Certifications & Food Safety.

There is nothing to join. Every registered account earns rewards automatically from its first order — no sign-up step and no fee.

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.

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.

Yes, six months after they are earned. Your balance and what is expiring soon are shown in your account.

No. Sushki are tied to your account, cannot be transferred, and have no cash value.

Use the reset option on the sign-in page and we will email you instructions.

Sign in and open your profile. Changing your phone number requires verifying the new one.

In your account, under addresses. You can add, edit and remove them there.

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.

Open your account settings, go to Security and choose Close my account. We wait 30 days before closing it so you can change your mind, and we email you to confirm. See our Privacy Policy for what happens to your data.

Where an order arrived damaged, incorrect, incomplete, or with a verified quality problem. Full details are in Refunds & Returns.

Tell us within 48 hours, with your order number and a photograph if it would show the problem. A missing item is compensated at the value of what is missing, and an order that is substantially not what you ordered is reviewed individually — Refunds & Returns sets out both in full. If you ordered through Deliveroo, Talabat, Careem, Keeta, Instashop or Noon, the refund has to be claimed in that app, because the payment went to them rather than to us.

Report it within 48 hours with a photograph. We put right an order that arrives significantly damaged — spilled in transit, or packaging crushed badly enough to ruin the meal — and anything that is spoiled or not fit to eat. Food that is merely cooler than you hoped is not something we refund on its own: it is cooked fresh and then travels, so distance and traffic move the temperature. If it arrived cold enough to be inedible, tell us and we will treat it as a quality problem. Refunds & Returns has the detail.

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.

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.

Try refreshing, clearing your browser cache, or using another device or network.

Check your connection and your card details, then try again. If it still fails, contact us and we can take the order directly.

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.

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.