Customer Service

We kindly ask you to confirm if the cake was made according to the text, decorations, and any specific requests

 

If the cake was made differently than what was reserved, please let us know and we will make on-site adjustments and inform you

Changes to the design or text on the day of pickup are not possible, but if the cake was made differently than requested, we will check and inform you of the adjustments

If you confirm that the cake was made correctly, we will help with the packaging, but if you find any errors after pickup, modifications will be difficult to make

We will guide you to a vehicle for quick delivery to minimize damage.

 

We deliver the cake in a frozen state to minimize damage during transit,

and we recommend reserving the cake in advance to consider the thawing time before use.

If you receive the cake via quick pickup, we request confirmation through photos of the finished cake.

After confirming the cake photo, it will be passed on to the courier, so please definitely confirm and reply back.

If there are any discrepancies in the cake production compared to your reservation, please let us know via the photo.

We are confirming the order details, making revisions, and re-sending the completed photo.

 

※ Design additions and text modifications on the day of pickup are not allowed.

※ Using a motorcycle courier increases the risk of cake damage significantly

* For safety reasons, the cake is made without fixed pins and will be delivered in a frozen state.

* The cake is dispatched after confirmation, so TurtleHip is not responsible for damage caused during quick delivery.

If your delivery cake is damaged, please contact our Plus Friend @turtlehip with photos

 

We will check and inform you within our consultation hours of Mon-Fri 11:00-19:00

Cake pickup is only available during business hours, 12:00 PM to 8:00 PM.

 

If you need a cake in the morning, we recommend picking it up the previous evening and storing it in the freezer.

For times before opening, please note that we are preparing for business and may not be able to pick it up in advance.

As cakes are food, it's difficult to store them outside after business hours. We request that you visit within business hours.

The cash used in the Dondaball will be informed on pickup day.

 

1st floor 20 pieces, 2nd floor 25 pieces

used, and please prepare cash at pickup time for finalization, then you will be guided to the photo zone for photography and reservation confirmation.

After reserving a Dondaball cake, if you cannot visit in person due to quick pickup & proxy pickup, we provide only the Dondaball mold.

Please pay the remaining amount in cash upon receiving the cake.

For custom-made cakes, we recommend ordering at least 3 days in advance, and ideally a week ahead.

 

The minimum order lead time varies depending on the cake product.

For products reserved on the homepage, reservations are possible only for the selected date in the options.

For custom-made cakes ordered via KakaoTalk consultation, you can confirm the exact schedule during the consultation.

 

Due to the nature of custom cake orders, production will commence after payment (deposit) confirmation.

If reservation is made but payment is not processed, it may be automatically canceled based on the reservation date.

It is made without a fixing pin for safety reasons.

 

Instead of a fixing pin,

we use trimoline, the material used in cake making, to secure the cake.

Although it is heavier than regular cream cake due to the mousse cake, it does not move much even with small vibrations, but we will provide a warning if movement occurs.

As food, we recommend consuming it as soon as possible.

 

TurtleHip cakes are made as mousse cakes.

We recommend storing cake in the refrigerator for 3 days and in the freezer for up to 7 days. We do not recommend storing it at room temperature.

Since the cake is delivered frozen, we do not recommend thawing and then refreezing it.

Nationwide delivery for picture cakes is in preparation.

Currently, nationwide delivery is available only for cakes in the category.

 

We are always striving to offer nationwide delivery with more diverse designs.

Please check the nationwide delivery items that are frequently updated.

 

* If the product name includes "Custom", you can specify text.

* If the product name does not include "Custom", it will have a fixed design and text modification is not possible.

* For products shipped nationwide, text entry is not allowed for Panmunjom for safe delivery.

* The customizable range varies by product. You can check the customizable range for each product on the product detail page.

Basic candles, matches, and cutting knife are provided.

Please let us know how many candles you need when picking up.

The store sells separate party supplies (design candles, hats, headbands, etc.).

You can purchase them on-site after confirming the design.

 

* Forks and knives are not provided.

* Party supplies can be confirmed after visiting the store.

* If you choose quick pickup, we will guide you after confirming the completed cake photo and inquiring about party supplies.