I purchased £26 worth of items online from Paperchase with 1-day shipping on 19 Dec 2018 and the money was charged to my card that same day. I received an order confirmation email on the 19th and expected my order to arrive before Christmas. By 30 Dec, I still had no package and no shipping update (or 'your order is on hold' update). So on 30 Dec 2018, I politely emailed customer service about my order. No response. I sent a new inquiry on 2 Jan 2019. No response. I emailed again on 5 Jan 2019 requesting a cancellation of my order and expressing my dissatisfaction at the way this was handled. No response. I re-submitted my cancellation request again on 6 Jan 2019. No response. So today (7 Jan 2019) I found the 'Live chat' and re-submitted my request for a refund/order cancellation and explained the circumstances around why I was asking for the order to be cancelled. The representative told me that there had been an error in the system and the warehouse had been unable to see the items in my order. She then told me my order would be sent as soon as possible. I then reiterated that no, I had already purchased the (now late) birthday cards elsewhere and wanted a full refund on my card. She then told me that their system "does not alert them" when this IT error happens, so they have no way of knowing that a customer's order can't be shipped and offered me a £10 online voucher. She never did address the fact that all of my messages and emails asking someone to rectify the situation or check on my order went unanswered. Or that if I hadn't hopped on the live chat, Paperchase would have gone ahead with online order fraud by never sending me my products and never returning my money. This is unacceptable business practice for any shop- especially one as large and corporate as Paperchase. I will no longer be shopping at Paperchase and would highly encourage anyone reading this to shop elsewhere or be prepared to watch your order like a hawk.