Lucky's help
Frequently asked questions
Clear answers about orders, delivery, payment and returns.
Orders and delivery
Do you deliver across Kyrgyzstan?+
Yes. Bishkek delivery starts at 200 som and regional delivery starts at 350 som. Remote-area pricing is confirmed before payment.
Can I collect my order in store?+
Yes. Choose free store pickup at checkout. We will prepare the order and notify you when it is ready.
How do I know an item is available?+
The website uses the same live stock records as our shop. Sold-out products cannot be added to an order.
Payment and returns
When will my order arrive?+
Bishkek orders usually arrive within 24 hours. Regional orders usually take 1–2 days after confirmation.
Are card payments secure?+
Card details are entered in Stripe’s secure payment form and never pass through or remain on Lucky’s servers.
What is your return policy?+
Contact us promptly with your order number. Food can be returned only where legally permitted and with evidence that it was expired, damaged or unfit when supplied.
Account and loyalty
Are member rewards available?+
Our rewards programme is temporarily paused while we improve it. Watch this space for future updates.
Can I change my order after placing it?+
Contact us on WhatsApp as soon as possible. We can only change an order before it has been prepared or handed to the courier.
Why do you use cookies?+
Essential cookies keep your account and cart working. Optional analytics cookies help us improve the store and can be declined.
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