Customer Service

Here is a summary of options to consider when making a full custom cake~ Please check the image below

 

 

 

 

 

 

 

 

 

 

 

 

 There are many limitations in expressing the cake design on top, so it's difficult to reserve a custom-made mini cake. T^T

 

The mini cake is prepared with a diameter of 12cm.

If you want to reserve a cake as a mini size, please check the products in the "Cake Order - Mini Cake" category.

 

 

Here is a guide for frequently used quick services at TurtleHip.

You can use other companies as well, but please carefully check the precautions.

 

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TurtleHip does not provide its own delivery service.

If you find the existing quick reservation process cumbersome,

TurtleHip and Kakao T Quick have prepared a service 

Receive cake without damage with convenient reservation and safe delivery U 

- TurtleHip address: 1st floor, 19, 565-19, Yeonnam-dong, Mapo-gu, Seoul

★ Notes for using Quick 

: https://bit.ly/Turtlehip (mobile app "latest version" available)

① When selecting a cake option, [Pickup Time] is the [Quick Departure Time].

※ Quick Departure Time: 12:00 PM ~ 7:00 PM

② When selecting a cake option, please choose [Quick] in [Pickup Method], and a Quick reservation screen will appear during cake payment.

③ If you initially reserved for pickup but wish to change to quick delivery, you must contact us at least one day in advance during consultation hours for the change.

④ On pickup day, we will send you photos of the completed cake, and you must reply to pass the information to the courier.

⑤ To prevent damage, it will be delivered in a frozen state. Thaw for 2~3 hours in the refrigerator before enjoying.

⑥ TurtleHip cakes are made without safety pins for safety reasons.

⑦ TurtleHip is not responsible for damage if you use quick delivery service.

 

 

It will be provided in a frozen state for specific products or if you request it.

 

Specific items provided in frozen condition,

Egg cake, soccer ball cake, golf course cake, icing cake, Harry Potter cake, cakes with lots of cream (cherry blossom lettering, flower path lettering, etc.), cakes with purple coloris.

Other cakes will be stored in refrigerated & frozen conditions depending on the situation and provided accordingly.

If you would like to pick up the cake in frozen condition, please write your request in the notes section.

 

※ Please thaw the cake after freezing before use. It is recommended to set the pickup time considering the thawing time.

※ For cakes with icing, Harry Potter cakes, and cakes with a lot of cream, it is recommended to store in frozen condition and thaw just before use to prevent cracking.

You can only write text according to the specified number of texts for each size.

 

Since cakes are expressed in a limited space, you can only write text according to the specified number of texts.

If you want to add text, it is possible to make the size one step larger.

You can select different cream shapes for top and bottom.

 

If you'd like to add different cream designs on top and bottom, please specify when reserving your cake.

Select the type and color of cream that will be displayed on top in the cream type options,

Select the type and color of cream that will be displayed on the bottom in the cream addition options.

If you'd like to express only the top or bottom side, please select the cream type option and do not choose any additional cream options.

A cake whose exterior is made with cream cheese.

 

TurtleHip cakes are made with a thin layer of chocolate on the exterior, but icing cakes are made with cream cheese on the exterior.

A cake that highlights the softness characteristic of cream cheese, and you can find features that are only experienced with icing cakes on the exterior texture.

For safety reasons, it is made without fixed pins, so please be cautious when moving long distances.

 

We recommend refrigerated storage as it is food.

For long-distance movement, we recommend frozen packaging, and if frozen packaging is difficult, please pick up in frozen condition.

During transportation, we recommend refrigerated and frozen storage at places where refrigeration is possible.

Especially, for hot summer weather, we will provide essential frozen packaging.

Please be careful that the cake does not shake during transportation, and it is safest to move the cake box as a whole.

You cannot remove or add any ingredients separately.

 

The tiramisu caramel almond flavor has almonds added during a common production process, so

it is not possible to make it with a large amount of almonds or without almonds.

We also inform you that chocolate balls cannot be added to the chocolate flavor.

If you contact us in advance, we can proceed with proxy pickup.

 

If you pick it up via proxy pickup, the completed cake will be confirmed with the reserved customer via photo.

After confirming that the cake was made according to the reservation details via photo, you can visit for proxy pickup and we will hand it over.

If the cake is made differently than what was reserved when confirming via photo, please let us know and we will make the necessary adjustments and inform you again.

If you notice any issues after receiving the product, please visit the store again for correction. Please check carefully.

 

※ If you change the pickup method, please contact us at least one day before the pickup day for the change to be processed.

※ If the photos are not confirmed, it will be difficult to transfer the pickup to a proxy.