Papier Reviews

Name: Papier
Address: 39 Plender Street, 39 Plender Street, London
Rating: 4.59

4.6 Rating 17,429 Reviews

90 %

of reviewers recommend Papier

4.6

Based on 17,429 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%

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Email:

support@papier.com

Location:

39 Plender Street,
39 Plender Street
London
NW1 0DT

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Papier 2 star review on 21st December 2025

640

Anonymous

Anonymous // 01/01/2019

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

“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 1 year 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 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year ago

“Very poor delivery service”

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

“still waiting for my photo book!!”

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

Papier is rated 4.6 based on 17,429 reviews