Papier Reviews

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

4.6 Rating 17,148 Reviews

91 %

of reviewers recommend Papier

4.6

Based on 17,148 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
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’m so upset because this was a gift! I put the names I want on the order which was Steven & Anna. When I received the order it had someone else name on it. And Yes I did put the name on the order that I wanted!!!!!!!! Not very happy with my order it’s just heartbreaking that someone can take advantage of someone. I just don’t know what happened with this order. SAD!!!! It was not cheap I’m stuck with a book I can not give as a gift!”

Helpful Report

Posted 2 months ago

Sorry to hear this, Nina! I can see Danielle has assisted with credit so that you can reorder with the default text amended, but please do reach out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 2 months ago

“Ordered a card, paid for next day delivery. The card never arrived.”

Helpful Report

Posted 3 months ago

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

Posted 3 months ago

“I purchased an academic diary in a store in back September, have now found that 2 of the months have been completely misprinted as incorrect months and now my diary can't be used. As the diaries are quite expensive I assumed I would be able to have a replacement sent if I sent a photo and contacted customer services to explain, however I was told nothing they could do as I purchased it in John Lewis (even though the product is faulty). Can't take a diary back 6 months later to a store without the receipt, so I'm left with a diary I now can't use!”

Helpful Report

Posted 3 months ago

We're so sorry to hear about the issue with your diary. Sadly, we are only able to assist with product issues for purchases made on our site, so this would need to be returned to the original store it was purchased from. Our apologies again for the disappointing experience here and please do reach out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 3 months ago

“Save your money for other brand. Not worth it”

Helpful Report

Posted 3 months ago

Thanks for your feedback, Sasha - we're so sorry to hear this! Please do reach out to us at support@papier.com with any relevant photos of the issue and we'll be happy to help. Papier CS Team

Posted 3 months ago

“Terrible communication and experience that will always remind me that my husband didn’t receive his 60th Birthday Present. There was not even a shadow of understanding and empathy, when making the complaint. No mention of compensating my time I wasted putting photo album together or my husband’s disappointment. The album has never arrived and I don’t believe it has ever gone to production. I Do NOT recommend!”

Helpful Report

Posted 3 months ago

Thanks for your feedback, Aga. We're so sorry to hear about the disappointing experience here, this is of course not in line with our usual standards. I can see Nicole assisted with cancelling your order for a full refund, but please do reach out to us at support@papier.com if you have any further queries. We do hope you'll consider giving us another chance in the future. Papier CS Team

Posted 3 months ago

“The custom book I ordered and reviewed did not submit properly and was printed with the standard initials on it instead of our initials. It also had empty pages, so disappointing. It was also delivered over a week later than it was originally stated it would arrive.”

Helpful Report

Posted 3 months ago

Thanks for your feedback, Marsae! We're sorry to hear this. We've reached out via email to assist with a solution for you. Papier CS Team

Posted 3 months ago

“Much cheaper paper and cover than expected. I think the hype around the brand made me think it would be better. The planner had lots of totally pointless pages, and the structure is only for people who think really loosely/freely. Prefer a regular diary on reflection. Went in the recycling.”

Helpful Report

Posted 3 months ago

We're so sorry to hear about the disappointment with your planner! We'll certainly pass your feedback on as we're always looking to improve our products based on customers' thoughts. If you do have any photos showing the quality issues, please feel free to send these over to support@papier.com and we'll be happy to help. Papier CS Team

Posted 3 months ago

“I ordered my 2025 planner in early January and a month later still hadn't received it. The "tracking" offered by Papier is not real tracking but an UX designed bar you find in your account that just states if the item has been ordered, created, or "on the way". No actual courier tracking information is provided therefore it is impossible to know where your order truly is. Absolutely no transparency. Not only did I have to follow up on this, but was then told that the order "must have been lost" and that unfortunately a new planner needed to be sent back in line for production, printed and to be sent out. A few days later, I realize that they had put the wrong design into production and had to reach out for them to correct it, which restarted the production time. Cut to a few more weeks and still no planner, I check in again and ask for the actual tracking number, to which I was denied and then told that the courier was unable to deliver to my address due to a problem with MY address. For what it's worth, I own this house. The address is definitely correct, not to mention a simple 2-second check could have confirmed that on the company's end. THe blame was then shifted to their courier and I was told I needed to send them an alternate address for them to use. This should go without saying but a repeated issue with a courier who has already suppoedly lost multiple packages is not an issue on the customer's end but on the company. I had to fight for a partial refund a month ago when the second error was caught, resulting in an increased delay. Not only are we now days away from March, and I'm being told my only two options are a full refund or for them to once again put my order in the line of production and start another month-long waiting period. Every single time an issue was discovered, I was the one that had initiated the follow up. If I hadn't, I'm certain I would have never received my product and Papier would not have done it's due diligence to confirm I did. This is extremely disheartening as I needed my planner for work and had also been planning on using Papier for wedding items. I DEFINITELY would not recommend them now as they seem to lack any accountability and are not proactive in finding resolutions with customers. I can't even imagine if my wedding supplies were delayed by 2-3 months. Better to use a company who will actually do all they can to rectify an issue, versus project blame on the customer and courier. It truly should not be this hard guys....”

Helpful Report

Posted 3 months ago

We're sincerely sorry to hear about the disappointing experience here. This is of course not in line with our usual standards and we do take your feedback seriously. I can see that Melissa has now assisted with a partial refund for the trouble and your replacement order has been marked as delivered, but please don't hestitate to reach back out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 3 months ago

“I'm extremely disappointed with Papier. Not only have my favorite designs disappeared, but even the actual paper layouts are gone too. And to make matters worse, the quality has taken a huge hit! I can understand updating designs or adjusting paper quality, but completely changing the layouts and removing key features? That’s just frustrating. I used to recommend Papier to friends, and we all loved it—but after my most recent purchases, as well as my friends' experiences, I think we’ll all be looking elsewhere. This isn’t just my opinion either; I’ve seen countless forums where others share the same disappointment. I know whoever is reading this isn’t responsible for these decisions, but I really hope this feedback reaches the right people. The changes have made the product unrecognizable, and unless the quality and layouts improve, I won’t be purchasing again.”

Helpful Report

Posted 3 months ago

Thank you so much for your review! We really appreciate the feedback and this will certainly be passed on to our product team, as we're always looking to improve our products based on customers' thoughts. We're so sorry for the disappointment with your order. Regarding the quality issues, if you'd like to get in touch with us at support@papier.com with any relevant photos, we'd be happy to help. Papier CS Team

Posted 3 months ago

“My order didn’t even come and went back to them”

Helpful Report

Posted 3 months ago

We're so sorry to hear that your order was returned to us, Azaan! I can see Olivia has assisted with a full refund but please do reach out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 3 months ago

“Love the product but delivery and customer service is dire. Sadly”

Helpful Report

Posted 3 months ago

Thank you for your feedback - we're so sorry to hear this! I can see Nicole has assisted with a postage refund for the delay and your order has now been marked as delivered, but please do reach back out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 3 months ago

“Came water damaged with creased pages. Such a bummer!! Support only gave 20% off order”

Helpful Report

Posted 4 months ago

We're so sorry to see this! I can see a partial refund was opted for instead of a replacement, but please do reach out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 4 months ago

“I ordered a photo book for Valentine’s Day which I still haven’t not received a dispatch email even after complaining to customer service earlier. You would think someone would have chased this up after me highlighting the fact it was due to arrive tomorrow.”

Helpful Report

Posted 4 months ago

So sorry to hear about the delay to your order, Lisa! I can see Danielle has assisted with a postage refund and this has now been marked as delivered, but please do reach out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 4 months ago

“Oddly, I never recieved my order. After checking my credit card statement, I noticed a credit for my purchase. I'm not sure why my order was cancelled. I never recieved an email.”

Helpful Report

Posted 4 months ago

So sorry to hear that our correspondence regarding your order wasn't received, Erica! We've reached out via email now. Papier CS Team

Posted 4 months ago

“I didnt receive the items i first ordered, and then when i finally got the school planner it was mostly 2024 dates. Not worth the money or time i had to take to make the journal usable.”

Helpful Report

Posted 4 months ago

Hi there, Thanks for sharing your feedback! We're so sorry to hear that you weren't aware the Academic Diary ordered was for the dates Aug '24 to July '25 as listed in the product description - please do send us a note at support@papier.com if you'd like to discuss the order further, our team can certainly help sort a suitable solution for you. Best wishes and apologies again, Papier CS Team

Posted 4 months ago

“Website keeps crashing, unable to upload photos to a photo book. Went to Moonpig instead”

Helpful Report

Posted 4 months ago

We're so sorry to hear that you had trouble uploading photos on our site, Richard! Please feel free to reach out to us at support@papier.com and we'll be happy to help. Papier CS Team

Posted 4 months ago

“"The products look great, but I’m still waiting for my order, which was supposedly sent via Royal Mail on a 48-hour tracked service over a week ago. I've tried reaching out but haven't received any response. It's frustrating, especially since this was meant to be a birthday gift that I couldn’t give on time."”

Helpful Report

Posted 4 months ago

Thanks for your feedback, Phill - we're so sorry for the delivery trouble with your order and that this missed a special occasion! I can see Olivia has assisted with a replacement order now but please do reach back out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 4 months ago

“Extremely disappointing! The product had a defect—the photoframe hanger was installed upside down. The picture print was bent on the inside, and the overall material felt very cheap.”

Helpful Report

Posted 4 months ago

So sorry to hear this! I can see Nicole assisted with a replacement for the faulty item, but please do reach out to us at support@papier.com if there were any further issues with this and we'll be very happy to help. Papier CS Team

Posted 4 months ago

“A saga with Papier: I notice a coupon on the website. I place my order. The coupon hasn’t been applied because it’s no longer active. I receive an email a week later stating it’s been cancelled. A second e-mail states one piece of my order (a planner) is re-ordered. I reach out to ask about the other pieces I ordered originally. I’m told if I’m interested I can re-order them. I ask to just get the funds back for my cancelled items. I finally get my planner, and both covers are damaged. I reach out and am offered a 15% refund. I originally ordered January 17th, and it has been a disappointing hassle to buy from Papier from the beginning. I would strongly recommend against Papier.”

Helpful Report

Posted 4 months ago

We're so sorry for the disappointing experience here, Victoria - this is of course not in line with our usual standards and your feedback has been passed forwards. I can see Danielle has assisted with a refund but please do reach out to us at support@papier.com if you have any further queries. We do hope you'll consider giving us another chance in the future. Papier CS Team

Posted 4 months ago

“They just never sent me my planner. I got an email saying it was out of stock with no option to wait until it was back in stock do I never got it.”

Helpful Report

Posted 4 months ago

We're so sorry that we were unable to fulfil your order due to a stock issue! We do hope you'll give us another chance in the future. Please do reach out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 4 months ago

Papier is rated 4.6 based on 17,148 reviews