Customer Service

Reservations are being handled via the homepage, store, and TurtleHip friend.

 

There are no staff members on duty at the store.

The completed cakes available at the store are those that were ordered for pickup on that day.

If you visit the store to check the actual cake design, you can only view the cakes that are scheduled for pickup on that day.

Please inquire via TurtleHip's Plus Friend for any questions regarding cake reservations.

Consultations via Plus Friend are handled in a sequential manner rather than real-time. Please wait a moment after submitting your inquiry for a prompt response.

It does not melt or crumble, but we recommend refrigeration.

 

TurtleHip cakes are mousse cakes and will be delivered to you either refrigerated or frozen depending on the product when you pick them up.

It does not melt or crumble, but we recommend immediate refrigeration. If immediate refrigeration is difficult, please write "refrigerated" in the request section when reserving the cake.

If you write "frozen" in the request section when reserving the cake, we will confirm and deliver it frozen.

We will inform you of the thawing time required if you pick up the cake in frozen state.

 

※ In summer, the cake may collapse if stored for a long time at room temperature.

※ Depending on the season, we will separately sell cooling bags inside the store.

TurtleHip cakes are mousses cakes.

 

Cakes made with cream cheese or chocolate mousse as the base, depending on the flavor.

Mousse cakes are made by keeping the mousse cold.

You can enjoy the cake best when it's cold after pickup.

 

* The Tiramisu Caramel Almond flavor contains almonds. We recommend choosing a different flavor if you have a nut allergy.

* The Chocolate flavor is recommended for those with a lactose (cream cheese) allergy.

We do not make dog cakes.

 

TurtleHip cakes are made as mousse cakes with cream cheese as the base.

Cream cheese is a dairy product and may cause concern for dogs with lactose intolerance. Please be cautious and avoid giving your dog the cake.

Based on the round shape, 1 size is 15cm in diameter, and 2 size is 18cm in diameter.

 

The cake size is made according to the standard size.

The cake height is 4.5cm for all, and the size varies depending on the cake design.

The detailed sizes for each cake shape can be checked on the usage guide page.

The top text is written on the cake, and the bottom text is written on the cake's support plate.

 

The text written on the flat circular part of the round cake is called 'top text'.

The text written on the white support plate holding the cake is called 'bottom text'.

The number of possible texts for top and bottom text varies depending on the cake type and size.

You can check the number of text you can input in the cake's special options. Since it is made in a limited space, exceeding the text limit is not possible.

When checking the cake's color on a computer & mobile device, the base color may differ from the image due to raw materials & resolution

 

When checking the cake's color through a completed cake photo, the color may differ from the actual cake due to lighting, filters, etc.

Please confirm the cake's color based on the color guide provided by TurtleHip

Even with the color guide provided by TurtleHip, the actual cake color may differ based on raw materials & resolution

This is the color for the lower side (6 o'clock direction) when the cake top is divided into 3 o'clock to 9 o'clock.

 

If you want to express the cake in a single color, please select 'none' for the background gradient color or choose the same color as the background color.

When selecting a background gradient color, it will be expressed in the direction of the lower side (6 o'clock direction) as described above.

We can only specify the shipping date, not the arrival date.

 

When reserving a cake, you can specify the shipping date based on the route & we will ship all orders on the earliest possible shipping date.

Please check the instructions on the reservation page.

TurtleHip uses the Korea Post service.

Average delivery time is 1-2 days, but arrival dates may vary depending on the region.

In the case of Jeju Island, it is an area where delivery is not possible, and orders to remote islands may be canceled at random the day before shipping, and cancellations/refunds due to this are not possible.

Before reservation, we will inform you of the reservation after confirming the delivery area with the Korea Post Customer Center.

 

※ Delivery to Jeju Island is only possible via air courier (shipping via sea courier is not possible).

※ Air courier areas can be confirmed at the Korea Post Customer Center.

* For Jeju Island, damage may occur due to delivery by a delivery agency instead of the Post Office courier.

* Due to the impact of typhoons and other factors, same-day delivery cancellation or delayed shipping may occur for special areas including Jeju Island.

We are handling Instagram uploads after separate confirmation.

 

We are proceeding with uploads in various designs.

Uploads are conducted after separate confirmation by TurtleHip, not at the customer's request.

If you do not wish to upload the cake, please let us know in the request section or through our plus friend @turtlehip.