Delivery terms

1. General provisions

These terms apply to Bulka orders in Astana where “Delivery” is selected as the fulfilment method. Bulka is the seller of the goods, while transport is performed by the third-party Yandex Delivery service at its courier delivery tariff.

Customers contact Bulka about order contents, quality, payment and fulfilment. The courier is responsible for collecting the order from the selected bakery and transporting it to the stated address.

2. Availability and delivery area

• Delivery is available only for bakeries and addresses where it is enabled at checkout.
• Availability depends on the service area, available couriers, road and weather conditions and the technical availability of Yandex Delivery.
• If the selected address cannot be served, Bulka will contact the customer and offer an address change, pickup, or cancellation with a refund.

3. Address and contact details

The customer provides an accurate address, entrance, floor, apartment or office, intercom code and contact phone number when these details are required to hand over the order. The customer must remain reachable on the stated number.

To perform delivery, Bulka gives Yandex Delivery the recipient’s name, phone number, address, route and order information to the extent required for transport. Data processing is also described in the Privacy policy.

An address can be changed after checkout only through Bulka support. Once a courier is assigned or has arrived, an address change may be unavailable or may require a new calculation and a new delivery request.

4. Price and payment

• All prices are stated in Kazakhstan tenge (₸).
• The delivery fee and final total are shown before the customer confirms payment.
• A change in Yandex Delivery’s internal tariff after successful payment does not change the amount already paid by the customer.
• The courier must not demand a separate payment that was not shown and agreed at checkout. Contact Bulka immediately if this occurs.

5. Timing and receipt of the order

The stated delivery time is an estimate. It includes preparation and packing, finding a courier and travel time. It may change because of bakery workload, courier demand, traffic, weather or other circumstances outside Bulka’s control.

After assignment, the courier’s name and phone number, estimated arrival time and a tracking link may be available if Yandex Delivery provides this information.

The order is handed over at the stated address to the recipient or someone accepting it on their behalf.

If the courier arrives at the address stated in the order in accordance with the agreed delivery terms, but the recipient does not open the door, is absent or does not respond after the courier and Bulka attempt to contact them, an unsuccessful handover for reasons attributable to the recipient is recorded.

Free redelivery and a second supply of the ordered goods are not provided. There is no automatic full refund for the goods and delivery. Bulka reviews refund requests taking into account documented reasonable costs actually incurred and the requirements of the laws of the Republic of Kazakhstan.

This condition does not apply where Bulka or the courier has made an error and does not limit mandatory consumer rights.

6. Cancellation and delivery issues

Contact Bulka support as early as possible to cancel. Once Yandex Delivery confirms the request, a courier is assigned or the order is handed over, cancellation may be chargeable or unavailable. The decision and refund amount depend on the order status, incurred costs and the laws of the Republic of Kazakhstan.

If the order is not delivered, is damaged, becomes cold because of a substantial delay, contains the wrong items or is incomplete, notify Bulka and provide the order number. Replacement, partial refund or full refund is reviewed under the Payment and refund terms.

If handover fails because the recipient is unavailable, the rules in section 5 apply, subject to mandatory consumer rights.