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.