Papier Reviews

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

4.6 Rating 17,207 Reviews

91 %

of reviewers recommend Papier

4.6

Based on 17,207 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 have only had my academic planner for 3 months and it is already falling a part. I got the spiral version because I like to fold the pages back. The coil keeping it together is so flimsy that the back cover has already fallen off. I use my planner everyday and it was supposed to last me until the end of the school year next May. Now I will have to purchase another one at the start of the year. I am very disappointed.”

Helpful Report

Posted 10 months ago

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

Posted 10 months ago

“Although Papier came at the recommendation of the bride-to-be, we were extremely disappointed in the quality of the production (even after they placed a re-order of the invitations). The initial Sage Border Rehearsal Dinner invitations were printed on the premium card stock paper. The Sage border was uneven around all four sides of the invitation and the basic template relative to the page set up and font appeared to be too small for the size of the page. We contacted Papier Support and worked with Nicole who was understanding and immediately initiated a reorder. Upon receipt of the second order, we could only use half of the invitations because there was a black ink smudge on 10 of the 20 invitations. Initially, we ordered a vellum wrap from another vendor so we were able to wrap the invitations and disguise the flaws of the product. The poor quality and the lack of attention to minor details looked as if the invitation was printed by an inexperienced team. In my opinion, Papier's quality control team needs to be focused on developing a visual experienced product line. I will not use Papier again as source for any speciality orders in the future.”

Helpful Report

Posted 10 months ago

We're so sorry to hear about the disappointing experience here, Gail! This is of course not in line with our usual standards. If you'd like to contact us at support@papier.com with photos showing the issues to your replacement order, we can of course arrange a further solution for you. Papier CS Team

Posted 10 months ago

“Stationery looks beautiful on screen, however, I’ve never actually received it. I reached out after my first personalised diary hadn’t been delivered for Papier to decide they’d reprint and resend. However, I’ve not received the second one either. The customer support that I’ve spoken to have been lovely and polite but I’m without a diary and they’ve had to print 2. Papier have put Royal Mail at fault saying it’s something to do with scanning the parcel incorrectly, but Royal Mail say they’re still expecting the parcels.”

Helpful Report

Posted 10 months ago

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

Posted 10 months ago

“I asked for 15 name place settings to be printed urgently due to a very time sensitive wedding of a terminally ill patient. All I was asking was for a postal date of 1 day sooner than they advertised and they replied there was nothing they could do to help. I was asking for a 3 working day turnaround as opposed to a 4 “ I’m afraid we need to allow up to 4 working days for printing prior to dispatch as all products are made on demand. We are unable to speed up this process due to the nature of our printers work flow” I just cannot believe that there was nothing they could do, they were simply unwilling”

Helpful Report

Posted 10 months ago

We're so sorry for the disappointing experience here and that we were unable to expedite the production time on your order. I can see Nicole has cancelled and fully refunded your order as this wouldn't arrive to you in time. I'll certainly pass on your feedback here and do sincerely apologise again that we couldn't speed this up for you! Papier CS Team

Posted 10 months ago

“Pages on the are so thin that even the printing from the manufacturer shows through the flip page. Ink bleeds right through the page, making the planner unusable.”

Helpful Report

Posted 10 months ago

We're so sorry to hear this! Please feel free to reach out to us at support@papier.com with photos of the item and we'll be happy to arrange a solution. Papier CS Team

Posted 10 months ago

“Awful customer service, poor maintenance of their printers, no back up service in case of failures, no updated shipping times, poor service all around. Will not be shopping here again.”

Helpful Report

Posted 10 months ago

Hi there, thanks for sharing your experience with us. We're so sorry to hear that your order was delayed, and do apologise for the disappointment caused by your experience. I can see that your shipping fees paid on the order have been refunded to you - please do get back in touch at support@papier.com if you do have any questions regarding this. We will be sure to share this with the team as feedback on how we can improve in the future. Best wishes and apologies again, Papier CS Team

Posted 10 months ago

“I ordered a photobook of wedding photos as a gift for my husband for our first wedding anniversary. I decided to order from Papier and pay the premium to do so as their quality looked great and they had loads of good reviews regarding their customer service etc. I also paid extra (almost £9) for the expedited delivery to ensure that it would arrive a couple of days before our anniversary. The day before it was supposed to be delivered it was still showing as 'in production' so I messaged as I was concerned, but I was reassured that it was due to be dispatched later that day. Lo and behold it was not dispatched that day and therefore didn't make it in time for our anniversary. I did receive an email that day to say that there was a delay with my order and the shipping cost would be refunded to me. I followed up with an email expressing how disappointed I was that I would not have a gift to give to my husband on our first wedding anniversary and that the delay with my order wasn't addressed when I had messaged the previous day - had it been I would have had time to source an alternative (for context there was a technical issue with binding the photobooks, which they surely must have known about at the time). The reply I received was totally unapologetic and basically said that it was ok because my order had now been dispatched and my shipping cost had been refunded. There was absolutely no acknoweldgment of the situation I had been put in. I did receive my order (the day after my anniversary, luckily my husband was very understanding) and the photobook is beautiful, but I'm unable to give a higher rating or say I would recommend Papier due to the terrible customer service I have received.”

Helpful Report

Posted 10 months ago

Hi Lauren, Thanks for sharing your experience with us. We're so sorry for the disappointment caused here by the delay to your order and that the item arrived the day after your gifting occasion. We absolutely appreciate that this is not an ideal experience, and we're so sorry that we missed the mark on this order. We've shared your feedback with the team and are so sorry again for the trouble caused. Please do get back in touch at support@papier.com if you do have further questions and we'll be happy to help further. Best wishes and apologies again, Papier CS Team

Posted 10 months ago

“delivery came late and no one responded to my emails! binding bit broken too”

Helpful Report

Posted 10 months ago

So sorry to hear this, Rebecca! If you'd like to reach out to us at support@papier.com with photos of the damaged item, we'll be happy to arrange a solution for you. Papier CS Team

Posted 10 months ago

“I placed an order with Papier on Sunday 20 September, after seeing numerous targeted advertisements on social media. My order included two personalised diaries and two recipe journals, totaling £105.00. On Monday 30 September, I reached out to Papier's Customer Service for an update on my order, as I had not received any correspondence regarding its status for the past ten days. Sian responded to my inquiry but provided an unsatisfactory answer, stating that the team could not provide further information on the delivery and that I would simply have to accept the delay. Although I was frustrated, I felt there was little I could do at that point. On Tuesday 8 October, I followed up again regarding my order, particularly as two of the four items were intended as gifts and were now significantly delayed. Nicole then confirmed that my order had been despatched, and it was finally delivered on Thursday 10 October - twenty days after I had placed my order. While I might have overlooked the poor service and delivery timeline, the quality of the products left much to be desired. For a company that invests heavily in advertising, the quality of the items was abysmal. The books were printed on substandard paper, with flimsy front covers. The pages were misaligned, protruding on three sides when the books were closed. Consequently, I could not gift two of the journals as they appeared cheap and unworthy. Given the quality I received for over £100, I was too disheartened to even escalate this matter, especially as the customer service representatives proved useless at resolving issues. I strongly advise potential customers to avoid Papier, as their products are of subpar quality and overpriced. There are many alternatives offering better quality at reasonable prices. This was my first experience shopping at Papier, and it will certainly be my last.”

Helpful Report

Posted 10 months ago

Thank you for taking the time to leave your feedback, Aiysha. We're so sorry to hear about your disappointing experience with us. Regarding the faulty items, please feel free to contact us at support@papier.com with photos showing the issues and we'll be more than happy to arrange a solution for you! Papier CS Team

Posted 10 months ago

“I am very shocked at the quality of the card produced by Papier. I had uploaded pictures of myself and my partner (we are of darker skin tone) and we can barely see ourselves - the images that I uploaded were not all dark or taken in bad lighting. The card was of lower quality than other card services I have used before. Please make your printing more inclusive of those with darker skin tones. A shame because the design of the card was lovely.”

Helpful Report

Posted 10 months ago

We're so sorry to hear about the disappointment with your greetings card! Please do feel free to reach out to us at support@papier.com with photos of the item and we'll be happy to look into this further for you. Papier CS Team

Posted 10 months ago

“Had to cancel my order because they didn’t email me until the parcel date to let me know that they were having printing issues. Wouldn’t bother again.”

Helpful Report

Posted 10 months ago

We're so sorry for the disappointing experience here, Olivia! I can confirm your full refund has been processed and should be reflected in your statements in 5-10 working days. Please do reach out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 10 months ago

“What review? I have not received anything, am still waiting for my order, three weeks now”

Helpful Report

Posted 10 months ago

We're so sorry for the delay to your order, and the inconvenience this has caused you! Your order has been upgraded to our fastest shipping method and a refund on the postage fee has been processed to compensate the delay. Papier CS Team

Posted 10 months ago

“Very poor delivery service”

Helpful Report

Posted 10 months ago

We're so sorry to hear about the delay to your order, Rebekah! I can see a postage fee refund has been processed and this order 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 10 months ago

“Unfortunately, this review is being written for an order that has still not arrived. I ordered a large photo book for my Wife's birthday, with this being their main gift. The delivery estimate given was comfortably ahead of their birthday and given Papier's reputation, I believed this would arrive well in time. Sadly, this was not the case. As the day crept closer I contacted customer service for an update and they said one couldn't be provided, so I upgraded the delivery to be on the safe side. This didn't help, as it turns out the issue was with the Papier printers. I did everything I could to get an accurate delivery estimate, so I could work out whether the order would arrive before or after the birthday it was intended for but the only update that could be provided was that "you'll be notified when the printers have despatched your order". I cannot fault the niceness of the Papier customer service team, any agent I was put in contact with was very friendly and understood how frustrating the situation was. This issue though is the lack of any reasonable delivery estimate being provided. For reference of anyone reading, this order was placed on Monday 16th October with a delivery estimate of Friday 27th September (before I upgraded delivery that was said to shorten this delivery estimate to Thursday 26th September). As of today, if you go to the checkout on an order, the soonest delivery estimate is Wednesday 30th October, which I've been told is the latest my order will hopefully arrive by. I am yet to have a despatch notification and the Papier team noted this morning that my order will hopefully arrive ahead of the current checkout estimate. However, for an order placed a month ago that is now 3-weeks overdue, it's incredibly frustrating that an accurate delivery estimate still cannot be provided. For anyone looking to order photo books in October 2024, I'd be hesitant to use Papier unless there is no rush for the delivery of your item.”

Helpful Report

Posted 10 months ago

Thank you so much for your feedback, and we're so sorry to hear about the disappointing experience here. This is of course not in line with our usual standards. We completely appreciate the inconvenience and frustration caused by this delay, and I can see a refund has been processed as compensation. Please do reach out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 10 months ago

“Shocking Service – Avoid at All Costs I am beyond disappointed with this company and their complete lack of customer service. I placed an order which was initially lost and then arrived faulty. It was for a 21st birthday which obviously it wasn’t here for. At the time of writing this I still have NOT received a replacement and it’s been over 3 weeks since the initial order. They ordered me replacement item over two weeks ago, with a delivery date promised for the 8th of October. It’s now far beyond that, and the only update I have received is that saying it will be delayed. Since this, I have received no update whatsoever regarding my order status. Every attempt to contact the company has been met with poor excuses and no real action. I have been fobbed off at every opportunity, and they have failed to provide any helpful information or even a simple process for making a formal complaint. 10% refund or 20% refund is really nothing when all you really want is the product you paid for. The fact that I am still waiting on this replacement is unacceptable. I have now lost complete trust in this brand and will never use them again. I intend to share my experience widely to ensure other potential customers are aware of what happens when you order with them.”

Helpful Report

Posted 10 months ago

Thank you for your feedback. We're so sorry to hear about the disappointing experience; this is of course not in line with our usual standards. I can see a partial refund has been processed by my colleague Nicole as compensation for the delay, and your replacement order is now on its way to you. We sincerely apologise for the trouble and your feedback has been taken on board. Please don't hestiate to reach back out to us at support@papier.com with any further queries. Papier CS Team

Posted 10 months ago

“I have ordered an agenda for my last year of university. I’ve ordered this the 26th of September and I have already started uni but the agenda has not even arrived so when it finally does, I won’t even be able to use the first few weeks of it and they have not offered any discount for the inconvenience.”

Helpful Report

Posted 10 months ago

So sorry to hear about the delay to your order, Estefania! I can confirm your order has been upgraded to our fastest shipping service and we've processed a shipping fee refund to compensate the delay. Please do reach out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 10 months ago

“my order hasn’t arrived - I ordered over two weeks ago and was told it would be delayed by 1-2 days due to an issue with the manufacturer, but it still hasn’t arrived and papier are unable to give me an estimated delivery date. it’s unlikely I’ll order from papier again after this experience which is a shame as I’m sure the planner is lovely!”

Helpful Report

Posted 10 months ago

Hi there, Thanks for your review - 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, and your shipping fees 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. We're so sorry again for the disappointment caused by this wait! Best wishes, Papier CS Team

Posted 10 months ago

“Where is my book? This is nothing short of ridiculous, terrible terrible service. No communication, broken promises and still no sign of a delivery. Ordered nearly a month ago. Hopeless.”

Helpful Report

Posted 10 months ago

Hi Heidi, thanks so much for sharing your experience with us. We're so sorry to hear that you've not received this delivery - this appears to have been marked as delivered to you by UPS, but if you've not received this item successfully, please can you send us a message at support@papier.com confirming your address so we can look into this for you and help sort a solution? We're so sorry again for the disappointment caused, Best wishes, Papier CS Team

Posted 10 months ago

“Ordered with expedited delivery on 25th September, with the item expected to arrive by 7th October at the latest. At the time of writing (14th October), item is nowhere to be seen and the support team are unable to provide any update on when it will be dispatched. Very disappointing.”

Helpful Report

Posted 10 months ago

Hi Lewis, thanks so much for sharing your experience with us. We're so sorry for the delay to your order and the disappointment caused by this. I can confirm that your parcel is out for delivery and anticipated to arrive to you tomorrow. We've issued an account credit for you to use on your next order as an apology for the trouble you've encountered with this order, if you have any questions about how to use this, please don't hesitate to get back in touch at support@papier.com and we can help further. Our apologies again for the disappointment, Papier CS Team

Posted 10 months ago

“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

Papier is rated 4.6 based on 17,207 reviews