Papier Reviews

Name: Papier
Address: 39 Plender Street, 39 Plender Street, London
Rating: 4.63

4.6 Rating 17,210 Reviews

91 %

of reviewers recommend Papier

4.6

Based on 17,210 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 86%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Papier:

Papier is the new and simple way to personalise and send beautifully designed cards to friends and loved ones, as well as create bespoke invitations & stationery.

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Email:

support@papier.com

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Anonymous

Maans

Genesis C

638

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I wouldn’t order again, although the diary is nice it took so long in production, a total of almost 20-24 days for a diary is ridiculous. Not to mention the courier they use, DPD are horrendous. So many delays, truly disappointing”

Helpful Report

Posted 10 months ago

Hi there, thanks so much for sharing your feedback with us. We're so sorry for the disappointment caused here! I can see that the order has been marked delivered to you on October 9th, but as an apology for the delay with DPD we've issued a refund of your delivery fees paid on the order. Please allow 5-10 days for this to reflect in your banking statements. Best wishes and our apologies again for the trouble, Papier CS Team

Posted 10 months ago

“I ordered a photo book for my husbands birthday. It was his first birthday as a dad and he was away travelling so I wanted to give him a photo book he could open when he was away full of pictures of our daughter. The book arrived almost 1 month later than the estimate delivery date meaning my husband went away with no special present. A one month delay is extremely disappointing, especially for a personalised present. The only compensation I received was a refund for the delivery, which I believe is not enough considering the extent of the delay and how it ruined a special birthday.”

Helpful Report

Posted 10 months ago

Hi Yasmin, Thanks for sharing your experience with us. We're so sorry for the delay in receiving your order, and extend our biggest apologies that the order arrived after your husband went away. I can see that a shipping refund has been processed on the order, but I've also pushed through a 20% refund on the item received as an apology for missing the special occasion. We're so sorry again for the trouble, please do let us know if you have further questions we can support with at this time. Best wishes and our apologies again, Papier CS Team

Posted 10 months ago

“Terrible company, they pride themselves on being a luxury photo album provider. They are quick to take money - almost £100 per book - and then not deliver on time frames. No compensation for the delay provided. Especially given the urgency of a bereavement. No understanding from the team and instead I’m advised after 3 weeks to simply cancel the order if I don’t care. I spent ages organising and creating the album but my time obviously isn’t precious.”

Helpful Report

Posted 10 months ago

Hi Sanjana, thanks so much for sharing your experience, we're so sorry for the disappointment caused here! Regarding the option to cancel your order, we're truly so sorry if this felt insensitive and if it came across that way. We extend this option to any customers who may no longer wish to proceed with an order if it's for a special occasion that might be missed and is not able to be expedited, but we extend our biggest apologies again that this came across otherwise. I can confirm that my colleague has processed a 20% refund on your order in addition to the previous shipping refund as an apology for the delay and trouble caused. It may take up to 10 days for this to reflect in your banking account if you haven't seen this come through on your end just yet. If you require further support, please do not hesitate to reach out to support@papier.com. Best wishes and our apologies again, Papier CS Team

Posted 10 months ago

“still waiting for my photo book!!”

Helpful Report

Posted 10 months ago

Hi Duncan, Thanks for sharing your experience with us - we're so sorry to hear that your order has been delayed. I can see that the order has been upgraded to express delivery free of charge so that this can arrive to you as quickly as possible once dispatched, and your shipping fees paid on the order have been refunded as a further apology for the trouble. If for any reason you'd like to cancel the order before dispatch, we can help with this if needed - please do get in touch at support@papier.com if so. Our biggest apologies again for the wait! Best wishes, Papier CS Team

Posted 10 months ago

“Unfortunately due to Supplier issues your end my product was not available for the required date, it was a birthday present, I paid extra for prompt delivery, I had to cancel the order.”

Helpful Report

Posted 10 months ago

Hi Georgina, thank so much for sharing your experience with us. We're so sorry to hear that your order was delayed and subsequently did not make it in time for your gifting occasion. I can see that the order has been cancelled and fully refunded by my colleague, this should be reflected in your banking statements within 5-10 days. We're so sorry again for the disappointment caused here. Best wishes and apologies again, Papier CS Team

Posted 10 months ago

“There seems to be a manufacturing issue as the paper is wavy and has not been trimmed in line with the cover. It therefor hangs out of the top and side of the book. A big disappointment after such a long wait!”

Helpful Report

Posted 10 months ago

Hi Kate, Thanks so much again for the sharing this feedback. We're so sorry to hear that there's been an issue with your order received, and have reached out to you to help further. If you haven't received our email, please can you send across images of the item received to support@papier.com so we can help further with sorting a suitable solution for you? We're so sorry again for the trouble with your order! Best wishes, Papier CS Team

Posted 10 months ago

“It’s been more than 20 days that my order is on hold with you, apparently due to a ‘technical issue with supliers’. This is unacceptable. I wasn’t informed of that before buying it and there is no banner on your website at the moment making customers aware of this problem.”

Helpful Report

Posted 10 months ago

Hi Marcia, thanks for sharing your review with us. We're so sorry for the delay to your order and disappointment caused by this! I can see this has been marked as delivered to you on October 12th, but if you haven't successfully received this order please send us a note confirming your address to support@papier.com and our team will help sort this further for you. Best wishes and apologies again, Papier CS Team

Posted 10 months ago

“One of the wrost companies I have been unfortunate enough to deal with. had to request a full refund as after 3 attempts they still couldn't get my order correct. Staff seem nice enough when you can actually raise one of them. Do not try the phone line, they do not answer. Do not bother with the chat service, they do not answer. All in all total disaster. Steer clear!”

Helpful Report

Posted 11 months ago

We're so sorry to hear about the negative experience here, Jez, and can assure you this is not in line with our usual standards. We can assure you we do take this issue seriously and your feedback has been passed forwards. Papier CS Team

Posted 11 months ago

“Wish I had checked the reviews before ordering a photo book . They missed the delivery date and then promised to deliver over a week later and treat order as “high priority .” It has now missed the revised date they gave and looks like it will not be here for a family event as they can’t expedite and can’t even tell me when it will ship”

Helpful Report

Posted 11 months ago

We're so sorry for the delay to your order, Jim, and the inconvenience this has caused you. I can see Suzanne has now assisted with a refund for the trouble, but please do reach back out to us at support@papier.com if you need anything else! Papier CS Team

Posted 11 months ago

“Ordered a photo book of our wedding for my grandmother and did not arrive in time for us to give it to her when we last saw her. I still have not received the order and it has been over three weeks now.”

Helpful Report

Posted 11 months ago

We're so sorry for the delay to your order and the inconvenience this has caused you. We've processed a shipping cost refund to compensate the delay, but please do reach back out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 11 months ago

“I am pretty disappointed with my order. I got a planner and felt the quality wasn't very good considering the high price point. The pages weren't aligned quite right; it felt very much like an Etsy dropshipped planner, not something made with attention to detail. The pages seemed poorly cut and not great quality. Plus, the cover is very flimsy. My main issue though, was for some reasons, the monthly overview/goals pages are not dispersed throughout. This is generally standard on most planners. The product page makes no note of this. Had I known this, I would not have purchased. I did try to return but evidently they don't do returns on their personalized planner (which is most of their planners). The bookmarks I bought too seemed flimsy but at least they'll work in any spiral bound book. I wouldn't buy again and wish I'd stayed with my regular Plum Paper Planner. Customer service was polite though. I am still in the process of seeing if they'll provide some sort of alternate resolution.”

Helpful Report

Posted 11 months ago

So sorry to hear about the disappointment with your planner! If you'd like to reach out to us at support@papier.com with photos of the item, we'll be happy to help resolve this for you. Papier CS Team

Posted 11 months ago

“Still hasn’t arrived - it’s been a month :(”

Helpful Report

Posted 11 months ago

“I ordered a pack of highlighters and received them a week before school started. When wanting to use them for the first time they were dry, and the tip of the highlights were hardened. Waste of money.”

Helpful Report

Posted 11 months ago

So sorry to hear this! Please reach out to us at support@papier.com with photos showing the issue and we'll be happy to arrange a solution for you. Papier CS Team

Posted 11 months ago

“My notebook looks beautiful but the front of the spine is already cracking after two weeks of use and the ribbon bookmark has completely frayed.”

Helpful Report

Posted 11 months ago

Oh no, so sorry to hear this! Please do pop over photos of the damaged item to us at support@papier.com, and we'll be happy to look into this for you. Papier CS Team

Posted 11 months ago

“The delivery process was not good, I don’t mind having to pay a little bit extra for shipping but I do expect it to arrive on time. It came 6 days after the original delivery date, and had barely any updates from the papier team.”

Helpful Report

Posted 11 months ago

Sorry to hear about the delivery trouble here, Alys! We've processed a postage refund to compensate the delay. Papier CS Team

Posted 11 months ago

“I am extremely disappointed with my recent planner I recieved after being a loyal user. As a college student, this is my one splurge every year and now I feel so taken advantage of and my faith in this brand is shattered. I decided to try the spiral bound and for $40, you would expect more than a cheap plastic cover. Normally, the quality is great. I get a new design + personalized every year and was excited to try the new spiral. I assumed (I guess stupidly) this new option would be the same quality as I was used to - dead wrong. It looks and feels so cheap, bends easily, and is super thin. I wish I could get my money back, but I had such good experiences before that I didn't even consider I would need to. I wish I could go back and choose the original binding, I'm just so sad.”

Helpful Report

Posted 11 months ago

So sorry to hear this, Rebecca! We've reached out via email to arrange a solution. Papier CS Team

Posted 11 months ago

“Do not use. We ordered wedding invitations and the sample we received looked great but when the actual invitations came they did not print the border box correctly look at these photos and you can see the top line of all the invitations is basically cut off, so disappointed - making it worse when I reached out they offered 20% off? Why would I want that on invitations I’ll not going to use terrible customer service- AVOID”

Helpful Report

Posted 1 year ago

So sorry to hear this! I can see Maya has issued a replacement for you but please do get back in touch if there are any further issues. Papier CS Team

Posted 11 months ago

“Some of the pages fell out of the book when the gift was first opened. The quality of the glue/binding of the pages to the spine is very poor/weak. For the price of this book vs competitors, the quality is awful. I wouldn't use Papier for a photobook again. Family Album did a great book for half the price, which has still stayed together and looks great!”

Helpful Report

Posted 1 year ago

So sorry to hear this, Becky! Please do reach out to us at support@papier.com with photos of the item and we'll be happy to look into this for you. Papier CS Team

Posted 1 year ago

“High price, high shipping, okay quality”

Helpful Report

Posted 1 year ago

Thank you for your feedback, I will certainly pass this on. Please feel free to reach out to us at support@papier.com if you do have any issues with the product quality. Papier CS Team

Posted 1 year ago

“Hello I have been meaning to contact you as originally very happy, but I was looking through the book only for the second time and a page came out :( definitely not the quality I paid for. I looked around at nana different photo book stores and I came to Papier because I wanted a top quality book that would last a long time as this was a very special book for my dad who past away. I have now looked again and all the pages are coming loose.”

Helpful Report

Posted 1 year ago

So sorry to hear this, Jacqui! If you'd like to reach out to us at support@papier.com with further photos of the damage, we'll be happy to look into this for you. Papier CS Team

Posted 1 year ago

Papier is rated 4.6 based on 17,210 reviews