Common questions


Why hasn’t my order arrived yet?

If your order hasn’t arrived within the expected timeframes outlined in our Shipping & Returns page and your order status states ‘Shipped’ in your account, please email us at support@papier.com quoting your order number and we’ll investigate the whereabouts of your order.

Can I send cards abroad?

Yes, we now deliver to 32 countries in Europe as well as Canada, the United States, Singapore, Australia, New Zealand and Tunisia. For details of our International delivery methods and costs, please see our Shipping & Returns page.

What are your postage costs?

You can find out about all our delivery methods and costs on our Shipping & Returns page. In summary, UK postage and packaging for a greeting card costs £0.64 and costs from £1.99 for stationery, invitations and notebooks.

How do I contact you?

You can contact the Papier team by emailing support@papier.com and we aim to get back to you within 48 hours.

Can I change/cancel my order?

As we are selling bespoke products, once an order has been placed, it is not possible to amend or cancel it – please see our Cancellation Policy in Section 6 of our Terms & Conditions for more information. We encourage customers to double check all the details of their order, including the delivery address, very carefully before placing it, as we do not take responsibility for customer-generated mistakes made when designing your card.

What if I’m unhappy with my order after I receive it?

If, upon receiving your order, you’re not satisfied with the quality of our printing or the product was damaged, we’d be more than happy to reprint or refund your order. Email us at support@papier.com and we’ll help to resolve the issue as soon as possible. We may ask you to send an image of the product. Unfortunately we cannot refund or reprint orders where an error was made by the customer when placing the order. For more information on our Refund Policy, please see Section 7 in our Terms & Conditions.

Payment


I’m having payment problems

If your order isn’t going through, it might be due to an error when entering your card information. Make sure that you have entered the card number, the card holder’s name, expiry date and CSV code correctly (3 digits on reverse of card, or 4 digits on front of an American Express card). If you are still having problems, then please contact support@papier.com and we’ll help resolve the issue as quickly as possible.

What payment methods do you offer?

We accept payment through VISA, Mastercard debit and credit cards, Amex and Maestro.

Can I pay via PayPal?

We don’t currently accept PayPal as a method of payment.

How do I get a VAT receipt?

Your Order Confirmation Email contains all the necessary information to constitute a simplified VAT receipt in line with HMRC guidelines. If you need a full VAT invoice, then please email support@papier.com with your request and be sure to quote your order number. Please note, our VAT number is 215 9955 77.

Can I pay over the phone?

We don’t take payments over the phone.

Where do I enter my voucher/promo code?

Beneath the Order Summary box on the checkout page there is an empty box beneath the text 'Voucher Code' where you can enter your promotional code.

Returns/Refunds


What is your returns policy?

If, upon receiving your order, you’re not satisfied with the quality of our printing or the product was damaged, we’d be more than happy to reprint or refund your order. Email us at support@papier.com and we’ll help to resolve the issue as soon as possible. We cannot refund or reprint orders where an error was made by the customer when placing the order. For more information on our Refund Policy, please see Section 7 in our Terms & Conditions.

How do I get a refund or replacement?

You can request a refund or reprint of any item in your order within 7 days of the date of receipt of the products. Please email support@papier.com with your order number, a description and/or photograph of the damaged goods and we will consider if you are eligible for a refund or reprint. Please note, we cannot refund or reprint orders where an error was made by the customer when placing the order. For more information on our Refund Policy, please see Section 7 in our Terms & Conditions.

How long will my refund take?

You will receive your refund within 14 days of providing us with evidence of the faulty goods – you will receive an email confirmation of your approved request for a refund.

Account


I can’t log in.

If you are having trouble logging in it might be because you’ve entered the wrong password – try again or click ‘Forgot my password’ to have a reset link sent to your email. If the problems persist, please email support@papier.com

Where is my account?

You can log into your account at the top right corner of your screen – from here you can see your previous orders, saved designs, address book and any saved events in your calendar.

How do I close my account?

Please email support@papier.com if you would like to permanently close your account and we will delete it.

Where do I view previous orders?

You can view all your previous orders by logging into your account and selecting Orders from the drop down under your name.

I want to order more of something I've ordered before, can I do that without starting again from scratch?

You can recreate a previous order, or one item from a previous order, by logging into your account and selecting Orders from the drop down under your name. On each order you will see a 'Create Again' button. If you click this, it will allow you to make any further changes to the design you ordered before ordering again.

I’ve forgotten my password, what should I do?

If you are trying to sign in to your account but have forgotten your password, click on the link on the sign in page that reads 'forgotten your password?' and we'll send you an email to reset your password.

How do I create an account?

You can create an account by clicking on ‘Log In/Sign Up’ in the top right corner of your screen and then clicking ‘New to Papier? Register here’. You will then be asked for your name, an email and a password. You can also register using your Facebook log in.

How do I sign up to receive your newsletter?

When you are creating an account, you can choose to opt in to receive Papier emails by ticking the opt-in box. You can also update your email preferences in your account by going to the Personal Info section and clicking ‘Edit Details’ then ticking the opt-in box.

How do I unsubscribe from your emails?

You can unsubscribe from our emails at any time – either click on the ‘Unsubscribe’ link at the bottom of any of our newsletters, or update your preferences in your account by going to the Personal Info section and clicking ‘Edit Details’ and then un-ticking the ‘Sign up for Papier emails’ box. Please note it can take up to 24 hours for these changes to take effect.

Delivery


Do you do Saturday delivery?

Yes. Royal Mail First Class includes Saturday deliveries, but UPS Tracked does not.

Why can’t my order be sent today?

If you want your order to be sent today, for delivery the next day, you need to have ordered before 12pm, (Monday to Friday). Please note, this only applies to greeting cards, not invitations, stationery or notebooks.

Can I choose the date my card arrives?

You can choose the date on which the card is mailed when you choose ‘Send to Them’ before checkout, and click ‘Send later’ icon. The arrival date is based on Royal Mail’s First Class delivery service so cards should arrive the following day (except on weekends). So, if for example, you would like a card to arrive in time for a birthday on a Saturday, you should select the preceding Thursday as the ‘send date’ and it will arrive on the Friday.

Do you despatch orders on Bank Holidays or weekends?

No, we only despatch orders from our printers on weekdays.

Do you offer same day delivery?

Not at the moment.

What can be sent by Special Delivery or UPS?

Only orders for invitations, stationery or notebooks can currently be sent via Special Delivery or UPS - greeting cards are always sent by Royal Mail First Class.

Order Details


Will I receive a blank envelope if I send card to me?

Yes, we send your customised card with its envelope in a bigger envelope when you choose to send the card to you.

How do I check my order status?

If you log into your account, and click on Orders, you can view your previous and existing orders and see that status of each one.

Why is my order on hold?

Your order might be on hold while we check your payment details. If it continues to be on hold, please email support@papier.com

When does my order get printed?

If you order a card on a weekday, it will be printed that same day. If you place your order after 12pm on Friday, or over the weekend, the card will be printed on Monday. For invitations, production takes 2 - 3 working days from when the order was placed.

I live abroad but want to send to the UK.

You are able to place orders from outside the UK, but please note that additional card charges may apply if you are ordering from abroad.

How do I change the address on my order?

Once your order has been placed, you cannot change the delivery address, so we advise you to double check all the details of your order before placing it.

I didn’t receive a blank envelope.

We’re very sorry for this error and will happily send you a new envelope in the post – just email support@papier.com with your request and we will respond to it as quickly as possible.

Can I track my order?

If you chose Special Delivery with your order (invitations only), you should receive a tracking link in your despatch confirmation email. If you didn’t, then please contact us at support@papier.com. For all other orders, which are shipped via Royal Mail it is not possible to track their progress but if the order has not arrived by the expect delivery date, then please email us with your order number at support@papier.com

I've just realised I've put the wrong address on my order!

Please email us as soon as possible with the full, correct address so we can try and change this before the parcel leaves our printers.

There's an item or card missing from my order!

Please note, that if you ordered a single card, and a personalised item like a notebook, or a set of notecards, these will arrive separately, as our personalised stationery and invites are printed in a different location to our single Greeting Cards. If this is not the case and the item you're missing should have arrived with something else you ordered, please email us at support@papier.com so we can help out.

Product/Printing


What sizes are your cards?

Our cards, invitations and stationery come in 3 sizes, with envelopes in corresponding sizes:
• Portrait: 127.0mm (w) x 177.8mm (h)
• Landscape: 177.8mm (w) x 127.0mm (h)
• Square: 133.0mm x 133.0mm

Within our invitation suites, the additional items come in the following sizes:
• Portrait insert: 101.6mm (w) x 127.0mm (h)
• Landscape RSVP card: 123.8mm (w) x 88.9mm (h)

Place names com in one size: 40mm (w) x 90mm (h)

How are the cards printed?

All of our products are printed digitally using flatbed digital printers.

Do you do postcards?

Not at the moment. Though we do have flat invitations and some flat cards.

What colour is the paper you use?

The paper we use for cards and invitations is a warm white.

What kind of paper do you use?

We have two different paper weights for digital printing. These are the finest quality Mohawk paper with a matt, eggshell finish, in either our standard 324gsm or 'double thick' 650gsm. If you're unsure of the difference, or which weight you might require, you can order samples of either with your chosen design and wording via our website.

What colour are your envelopes?

Our envelopes are a warm white – they match the paper stock. We have 6 custom lined options in addition to the plain white. These are Blush Pink, Soft Yellow, Mint, Blue Stripe, Red Wave, and Yellow Wave.

Are your cards and envelopes recyclable?

Yes.

What size are your notebooks?

They are A5 in size which is 148mm x 210mm

How many pages do your notebooks have in them?

There are 37 leaves of lined paper i.e 74 sides to write on.

Are your notebooks hardback?

No, they are softback but the paper on the cover is a thick, sturdy paper.

Ordering


How do I upload a photo?

You can only upload photos onto our Photo Cards. When you get to the customisation page, click on the box where the sample photo is:
• If you are on a mobile device, a pop-up will appear asking if you’d like to take a photo or choose existing one. Once you’ve chosen your photo, you can move it and resize it to fit the space
• If you are on desktop/laptop, you can choose a JPEG which is saved on your computer’s drive. You can then move it and resize it to fit the space

Is my photo clear enough?

If when you upload your photo to one of our products, you're seeing the 'low resolution' warning message, we'd advise double checking whether you've uploaded the highest quality version of the photo you have. If you don't have a higher resolution or larger file of the image, you may wish to order a sample of the card beforehand to ensure that you're happy with how this prints out. If you're ordering a single card rather than a set of photo cards, you may wish to email the photo to us at support@papier.com so we can advise how well this will print

Please remember that a photograph will always print slightly darker on paper than it appears to you on a computer screen. To ensure that you're happy with the final print of your design, we'd recommend using well-lit photographs and avoiding those with shadows over faces.

How can I save my design

To save your design, just click on the ‘Save design for later’ under the ‘Next Step’ button – you will need to have an account in order for the designs to be saved.

Can I upload a signature?

We currently don’t offer the option to upload your personal signature, however we do have a few fonts which look similar to handwriting – ‘Satisfaction’ and ‘Very Berry’ are our favourites.

Can I upload my own design?

Yes, we have a selection of invitations where you can upload your own design - they can be found [here]. The file you upload needs to be in a JPEG format, and 300dpi for the best print results. Please ensure you allow a 3mm bleed on each side of the design to allow for the card to be trimmed.

Do you do custom designs for invitations or offer the option to change colours on particular designs?

If you have specific requirements about how you'd like your invitation to look, we'd be happy to help you with your enquiry - please email design@papier.com.

The invitation I want does not come with inserts or RSVPs, why?

If you've clicked on the product preview and no additional items show it's because not all of our designs come with a full suite of products. However, in some cases we are able to include further elements - please email design@papier.com with a link to the product you would like as a full suite, and we'll see what we can do for you.

I’m not sure my order was placed?

If you’re not sure your order was placed, first check your inbox to see if you received a confirmation email or check the ‘Orders’ page in your account. If you are still not sure, then please email support@papier.com and we’ll be happy to help.

Can I handwrite my card?

You cannot upload a handwritten note to our cards or invitations – however, you can choose to leave them blank during the customisation process and send them to yourself to handwrite your message at home.

Can I reorder a card?

Yes – if you visit your previous orders in your Account, there’s an option to replicate an existing order.

Can I use non English characters?

Yes, although a limited number of fonts accept foreign characters - Futura and Gill Sans usually accept all characters.

How do I change the quantity?

With cards, you can order up to 10 units if you click the ‘Send to me’ option after you have customised your card (this is not possible for the ‘Send to them’ option). For invitations and stationery, you can choose how many cards, envelopes, additional items (RSVPs, inserts) you would like after you have customised your design. With notebooks, you can increase the quantity on the checkout page.

Can I send the same card to multiple people?

If you would like to send a personalised card to different people you can place an order for one, and then replicate the order from the order history in your account, and send it to a different address – repeating as many times as necessary.

Do you offer a multibuy discount?

We offer a multibuy discount on invitations and stationery only – there’s a reduction in the unit price when you order over 100 units, 200 units or 300 units.

I’ve received someone else’s order?

We’re sorry to hear this, please email us at support@papier.com and we’ll get back to you as quickly as possible.

Do you have an app?

Not at the moment but our website is optimised for mobile.

Samples


Can I order a sample of my invitation?

Yes, once you have designed your invitation and are reviewing quantities, there is an option to send yourself a sample (beneath the ‘Add to Cart’ button). You will receive a sample of your main invitation and the corresponding envelope. We do not send samples of any additional items, such as inserts or RSVP cards.

When will my sample arrive?

Sample invitations are sent with Royal Mail First Class delivery so will arrive after production, which takes 3-4 working days.

Do I have to pay for a sample?

Yes, we charge £1.00 for a sample to be created and then you also pay for First Class postage, which is £0.64. If you'd like to order a sample of more than one design, you are welcome to do so, and can use the 'Keep Shopping' button in checkout to add more samples to your basket and check out with them all at once, to save on postage.

Miscellaneous


Can I send an e-card?

We only sell printed cards and invitations.

Can you send invitations to my recipients?

No, an order of invitations can only be sent directly to you, the buyer.

Who sent me the Papier card or gift I’ve received?

Please email us at support@papier.com with your full name and address, and we’ll help you identify the sender of the card or gift you’ve received.

Do you have a refer-a-friend scheme and how does it work?

Yes, we have a refer-a-friend scheme. If you like us enough to recommend us we’ll happily give your friends an introductory discount and give you a reward as a thank you. The option to join the scheme is made available once you have placed an order.

I've been referred by a friend but cannot redeem by discount

If your friend sent you a link via email, or on Facebook or Twitter then just click on the link to get your discount code. If they said you could redeem it using their name, then just click on the link at checkout saying 'Been referred by a friend?", enter their name and you'll receive your code which can be entered on the checkout page.

I’ve referred someone. How do I know whether they’ve bought anything and whether I’ve got a reward?

We will email you as soon as any rewards are due and the email will be sent on our behalf by Mention Me, the company who manage our refer-a-friend scheme. It is also possible to see the status of your referrals by clicking on the link at the bottom of the email you received when you sign up for our refer-a-friend scheme.

Company Info


What is your company address?

Registered company address: C/O Jag Shaw Baker, Berners House, 47-48 Berners Street, W1T 3NF

What is your VAT number?

VAT No. 215 9955 77

What is your registered company number?

Registered Company No. 9534860