Papier Reviews

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

4.6 Rating 17,428 Reviews

90 %

of reviewers recommend Papier

4.6

Based on 17,428 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

“WOULD AVOID AT ALL COSTS IF YOU NEED ON TIME A month before I needed my save the dates, I made my order for a sample, it arrived much later than it said it would and the letter was completly ripped open with the sample missing from the inside - granted this was a Royal Mail issue but I still did not get my sample. As soon as it arrived I contacted support and I spoke to Melissa, she was kind and popped through a free reorder straight away, yet this has never arrived and was ordered three weeks ago - again I do believe this is another Royal Mail issue but I still did not get my second sample. After waiting a week, I then stressed, ordered three variations of a photo for a sample express Saturday post. This would leave me enough time to review the sample and order the save the dates. I noticed after ordering that the samples were not showing the pictures in preview but when I clicked on them they were showing so messaged support to confirm all was ok, and they said there was a glitch with the system and the photos didn’t come through on their system. They then put a new order in for me and said all was good and they had fixed the issue and put my samples through to be printed. Saturday came and my order did not arrive. So I messaged support again to see where they were and was told there was another error and they hadn’t been printed. They then fixed the issue and said they would now print them and I’d receive it in a few days. This was concerning as why was I not contacted about there being an issue and my delivery date that I paid extra for being missed, why did it take my message to them to have this problem solved? The date they told me they would arrive came and once again they did not arrive even though I was told they were ordered as next day delivery. I sent another message to support and was told they were coming, but not once did I recieve a message to let me know things would be late - I only found out after contacting them each time. The next day came and finally they arrived, the package having 'standard delivery' on it so that was clearly a lie even though I was expressly told multiple times they had ordered 'next day delivery'. The samples that arrived were three of the same photo...so I never received the three photos I originally ordered. What was weird though was the three backs of the samples were the different wordings I had ordered but they had changed each sample to have the same photo rather than the different ones I ordered - I can't understand how this is possible? Something I also noticed was in the wording on the back that I kept the same for all 'invitation to follow' looked different on one to the other two - none had been changed from the wording on the example yet one of them was crooked and much smaller - this is something I did see in other reviews when researching after all of these problems. After this I was done with Papier and gave up. I spoke with Olivia throughout all of these issues and found her helpful initially but she would say things, they wouldn't come true and then she would just tell me the changed plans with no apology. I worked out she would just say what I wanted to hear no matter if it was true or not. Ellie was who got back to me and felt much more sympathetic to my situation and did process my full refund which was great, she then offered me a five pound voucher as compensation which was an odd call as I did make it clear how upset I was with the store, and if she was going to offer it i feel five pounds falls short of compensation for this issue. The sample that did arrive was fine but didn't blow me away for the price, and the differnces between the samples of the same wording concerned me. We instead ordered from Printed.com which is a third of the price, great quality and shipped the next day after I ordered - would highly recommend Printed.com if you're looking for a reliable company.”

Helpful Report

Posted 10 months ago

Thanks so much for your review, Isabella. We do take these issues seriously and will of course pass your feedback on. We sincerely apologise for the disappointing experience and can assure you that this is not in line with our usual standards. Please do reach back out to us at support@papier.com if you have any further queries. Papier CS Team

Posted 10 months ago

“The cover photo looked like it was glued on. Very poor quality. Very disappointed”

Helpful Report

Posted 10 months ago

Thanks for your feedback, Elizabeth - we're so sorry to hear about the disappointment with your photobook! Please do reach out to us at support@papier.com with any relevant photos of the issues and we'll be happy to look into this further. Papier CS Team

Posted 10 months ago

“Ordered a photo book for my wife for her first mother's day and I incorrectly put the wrong address. No issues, my fault so I ordered another identical one. Subsequently, the first was forwarded to me so I had two and thought to give one to my mother in law. The quality discrepancy between the two was shocking. One had warped photos and they were stretched and the other looked fine. Avoid this place their work is a nice roll.”

Helpful Report

Posted 10 months ago

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

Posted 10 months ago

“I paid for express delivery …. And it never arrived and there was no explanation. The ‘WhatsApp’ customer service option is soulless and not fit for purpose.”

Helpful Report

Posted 10 months ago

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

Posted 10 months ago

“For the price you pay for product AND delivery. It’s shocking that it takes 10 days to get to you. Really bad. Will not be ordering again, ruined a perfectly good and well timed birthday present.”

Helpful Report

Posted 10 months ago

Thanks so much for your feedback - we're sorry for any disappointment caused by our production and delivery times! Of course, please do let us know at support@papier.com if your order doesn't arrive safely by the provided delivery date and we can assist with a solution for you. Papier CS Team

Posted 10 months ago

“My calendar goes from May and skips June and July and goes straight to August so that’s very frustrating.”

Helpful Report

Posted 11 months ago

Thanks for your review, Lindsey - we're so sorry to see this error! We've reached out via email now to arrange a solution. Papier CS Team

Posted 11 months ago

“I did not receive my card”

Helpful Report

Posted 11 months ago

We're so sorry to hear that your order didn't arrive safely, Michael! We've reached out via email now to arrange a solution. Papier CS Team

Posted 11 months ago

“I never received my order. I’d like another proof to be sent.”

Helpful Report

Posted 11 months ago

Thanks for your review, Drew - we're so sorry to hear that this order didn't arrive safely! We've reached out via email now to resolve this for you. Papier CS Team

Posted 11 months ago

“We used Papier for our wedding album. I found the layouts really easy to use and loved what we put together. However on receipt the quality is very poor. The photos uploaded are a very high resolution, but the printing is streaky, grainy and dull. We spent £200+ so can’t afford to do it again with a different company. So disappointing.”

Helpful Report

Posted 11 months ago

Thanks for your feedback, Jenny - we're so sorry to hear about the disappointment with your photobook! Please feel free to get back to Nicole with photos of the issue and we'll be happy to look into this further for you. Papier CS Team

Posted 11 months ago

“Package never arrived”

Helpful Report

Posted 1 year ago

Sorry to hear this, Ofentse! From your order tracking, it looks like this should be delivered safely by tomorrow, 8th April. Please do reach out to us at support@papier.com if there are any further issues with this or if you have any queries. Papier CS Team

Posted 11 months ago

“Very disappointing. Wouldn't recommend to anyone. Print quality is nothing like shown on screen. Pathetic reimbursement”

Helpful Report

Posted 1 year ago

So sorry to hear this! We will certainly pass your feedback forwards. I can see Nicole has assisted with a partial refund for the disappointment 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

“Terrible experience - do not order if you live in Australia! I ordered my wedding album in January and it’s now 5 April and it’s still not been delivered, after I have been contacting their customer service since February (when it was first meant to arrive). I think their customer service is a bot as it doesn’t respond to specific questions or apologise which adds to the frustration, they also take a long time to reply to emails. I ordered another one and sent to my parents in the UK and they received without any issues. As it’s my wedding album and it took me a long time to curate I still really want it and I’m desperate for their team to help/investigate and solve the issue..”

Helpful Report

Posted 1 year ago

Thanks for your review, Clare - we're so sorry to hear about the disappointing delivery experience and will certainly pass on your feedback! I can see Nicole has assisted with a further replacement on our express shipping service, 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’m sad. My save the dates (first time around) were printed badly which I intended to return but haven’t got around to it… so I ordered a new round of them which came out right. Then we order wedding invites and we send them out only to be told they weren’t printed correctly a week later and they’re sending new ones. Terrible experience.”

Helpful Report

Posted 1 year ago

Sorry to hear this, Alyssa! I can see that Melissa expedited your wedding invitation order and this has now been marked as delivered but please do let us know if there are any further issues with this. If you'd like to pop over photos to support@papier.com showing the issue with the original save the dates order, we'll be happy to look into this further for you. Papier CS Team

Posted 1 year ago

“Awful. My order never arrived. Why email me asking for my feedback when I’ve attempted to contact you several times about my order?”

Helpful Report

Posted 1 year ago

Sorry to hear this, Ruth! I can see Steph has assisted with a full refund on the missing order 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

“I ordered a wedding album for my best friend as her birthday present and it never got delivered. It’s been weeks!! Not satisfied at all.”

Helpful Report

Posted 1 year ago

Oh no, we're sorry to hear that! From your tracking, it looks like this was delivered on 18th February. Not to worry - we've reached out via email now to arrange a solution. Papier CS Team

Posted 1 year ago

“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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year ago

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

Posted 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year ago

Papier is rated 4.6 based on 17,428 reviews