Really bad experience trying to return a pair of boots that were poor quality. Constant deflection from the Company in their emails. All very dodgy offering 30%discount for me to keep the boots. Ab... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
I bought the Summit Derbys in black after seeing them on Instagram and honestly they exceeded my expectations. I've worn them a few times already and they’re surprisingly comfortable. Also got quite a... See more
Company replied
I’m normally more of a sneaker person but wanted to try something different since derby shoes seem to be trending again. I wasn’t sure how easy they would be to style but they actually work well with... See more
Company replied
Essentially unreturnable. Website said returns accepted but in practice this is impossible. Sent international tracked (£21.55) via Royal Mail but could not be exported - possibly due to customs c... See more
Company replied
Contact info
Joop Geesinkweg 701, 1114 AB, Amsterdam, Netherlands
- support@paperstraight.com
- paperstraight.com
Breach of guidelines
Usually I am a sneaker guy
Usually I am a sneaker guy, but I thought I would try something else because I saw that derby’s are more populair now. I was a bit scared to style them, but they look good with a lot of trousers. Quality of the shoes are good, but I don’t really like the red laces that came with my model. Black would be better.
1 March 2026
Unprompted review
Reply from Paperstraight
Hi Olivia!
Thank you for sharing your thoughtful review! We're so glad to hear that you enjoyed trying something new and that the derby shoes style well with many trousers. It’s great to know you’re happy with the quality of the shoes.
We appreciate your feedback about the laces, black can indeed be a classic alternative, and we’ll keep this in mind for future designs. Your input helps us improve and offer styles that better suit our customers’ preferences.
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
The product is amazing
The product is amazing.
Soft leather and after one or two days of wearing the shoes they are already confortable!
23 February 2026
Unprompted review
Reply from Paperstraight
Hi Gabriele!
Thank you so much for your wonderful review! We're delighted to hear that you find the product amazing and that you’re enjoying the soft leather. It’s also great to know that the shoes became comfortable after just a couple of days of wearing them.
We truly appreciate you taking the time to share your experience and hope you continue enjoying your shoes!
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
I tried the Heritage Derby because they…
I tried the Heritage Derby because they were on sale and these shoes are actually very good. I have difficult feet so I have to put in an extra sole for support and they fit in the Heritage! (I did buy one size bigger to be sure) The only issue I have was with the delivery, it took a very long time. But at the end I’m happy with them.
28 February 2026
Unprompted review
Reply from Paperstraight
Hi Albert!
Thank you for taking the time to share your experience! We're thrilled to hear that the Heritage Derby works well for you, even with an extra sole, and that sizing up helped ensure a good fit. It’s great to know you’re happy with the shoes in the end.
We also appreciate your patience with the delivery, we understand that longer shipping times can be frustrating and are always looking for ways to improve. Your feedback is very valuable to us!
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
STAY FAR AWAY FROM THIS COMPANY Bought…
STAY FAR AWAY FROM THIS COMPANY Bought a pair of shoes, not the right fit and not a big fan once I got them, also took over two weeks to ship from china. Have emailed to process return and had no response. Very disappointed
27 February 2026
Unprompted review
Reply from Paperstraight
Hi Zane,
We’re sorry to hear that you’re disappointed.
You can return your shoes to our address in Amsterdam. Please send us an email at support@paperstraight.com
and we will provide you with the correct return details right away.
To make sure your case is prioritized, please include “URGENT” in the subject line.
Once we receive your email, we’ll assist you further.
Kind regards,
Team Paper Straight
Obstructive returns process, misleading structure and significant return costs - worst company I have ever dealt with
I cancelled my order within 14 days of delivery in line with consumer protection regulations.
Paper Straight presents itself as a European fashion brand, yet their refund policy (buried on the website) states returns are to their base in China. This was not made clear at checkout. I had to request multiple times for a European return address before one was eventually provided in the Netherlands.
Returning the goods cost me over £40 in international shipping.
I returned the parcel via tracked UPS delivery to the address they supplied. Delivery has been attempted multiple times. The tracking clearly shows “receiving business closed” on each attempt, and import charges were requested despite this being returned merchandise.
I have contacted Paper Straight repeatedly asking them to instruct UPS to accept delivery and resolve the customs issue. This has not been properly addressed and my refund has still not been processed.
To summarise:
• Order cancelled within 14 days
• Over £40 paid in return shipping
• Goods returned to the address provided by them
• Proof of posting and tracking supplied
• Multiple failed delivery attempts due to business being closed
• No refund issued
Additionally, many negative reviews here receive near-identical copy-and-paste, AI responses by the ‘team lead’ Meliska that do not address the specific concerns raised. My email responses have been much the same.
Based on the overseas fulfilment structure and the way returns are handled, this appears to operate as a dropshipping model marketed as a European brand.
Consumers should be aware that:
• Returns may involve very costly international shipping
• The operational base doesn’t appear to align with branding
• Refund resolution is extremely difficult even after goods are returned
Basically, avoid this ‘company’ at all costs.
If this is not resolved promptly, as mentioned via my last email which you have chosen to ignore, I will be escalating formally through consumer protection and financial dispute channels.
25 February 2026
Unprompted review
Reply from Paperstraight
Dear Eben,
Thank you for reaching out and for sharing your concerns. I’m genuinely sorry that your experience has been disappointing. I understand how frustrating that must feel.
I’d really like to personally step in and review your order in detail to see what happened and how we can fix this properly. It’s important to me that you feel heard and that your case is handled with the care and attention it deserves.
When you can, please send a new email with the subject line “URGENT” so it comes directly to me. I’ll take full responsibility for reviewing everything and will stay involved until we’ve reached a clear and fair resolution.
Thank you for giving us the opportunity to make this right.
Warm regards,
Meliska
Team Lead
Paper Straight Customer Care Team
Buyer beware. Dropshipping company
Wow. I feel duped. This place is 100% a dropshipping company. Be warned. You can see this in other reviews, which I didn't find until after purchasing.
So disappointed to be ripped off. You can buy these shoes for a fraction of the cost elsewhere.
*edit: i followed the reply notice sent here. no response. comments through instagram get deleted. Hella scam.
22 February 2026
Unprompted review
Reply from Paperstraight
Dear Marshall,
Thank you for getting in touch. I’m really sorry to hear that your experience hasn’t been a good one. I completely understand how upsetting that can be.
I’d truly like to step in and look into your order myself so I can understand exactly what happened and how we can make this right for you. You deserve honest communication and a solution that feels fair, and I want to ensure your case is handled with care.
Please send us a new email with the subject line “URGENT” so it comes straight to my attention. As soon as I receive it, I’ll personally review everything and stay involved until we’ve resolved this properly.
Thank you for giving us the chance to improve your experience.
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
Total scam
Total scam. Trying to excercise my rights through appropriate consumer channels in EU right now.
Their actions and statements made on the website conflicts with the obligations set out in Directive (EU) 2019/771.
Summary:
1. Violation of the 1-year presumption rule (Art. 11)
2. Unlawful limitation of the 2-year conformity liability (Art. 10)
3. Failure to provide remedies free of charge (Art. 13)
Will update you how this goes.
24 February 2026
Unprompted review
Reply from Paperstraight
Dear Calle,
Thank you for taking the time to contact us. I’m truly sorry that your experience has not been a positive one. I completely understand how disappointing and frustrating that can be.
I would sincerely like to step in and personally review your order to fully understand what happened and how we can properly resolve this for you. You deserve transparency, clear communication, and a fair solution.
When you have a moment, please send a new email with the subject line “URGENT” so I can quickly locate your message and handle your case directly. I’ll personally make sure everything is reviewed carefully and followed through until we reach a resolution.
Thank you for allowing us the opportunity to address this.
Warm regards,
Meliska
Team Lead
Paper Straight Customer Care Team
Great Customer Service – Thank You Melisa!
I initially had a bad experience with my order from PAPER STRAIGHT. There were some issues that left me pretty disappointed at first.
However, I have to say - the way this was handled completely changed my opinion.
Melisa personally contacted me, responded quickly, and took full responsibility for fixing the situation. Not only did I receive all of my missing items very fast, but I was also refunded 50% of my money. On top of that, I received a 50% discount code for my next order.
That’s what real customer service looks like.
Mistakes can happen in any business – what matters is how you solve them. And in this case, they solved it professionally and generously.
Big thanks to Melisa for the fast response and excellent support. I truly appreciate it.
13 January 2026
Unprompted review
Reply from Paperstraight
Hi Mario!
Thank you so much for sharing your experience! We’re really happy to hear that our resolution left a positive impression. Mistakes can happen, but we always aim to handle them quickly and fairly, and it means a lot to hear that our efforts made a difference for you.
We truly appreciate your understanding and kind words, and we’re thrilled that you’re happy with your order in the end. We can’t wait to have you shop with us again!
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
The shoes are really great quality and…
The shoes are really great quality and I gotta love the laces color, all good with paper straight!
20 February 2026
Unprompted review
Reply from Paperstraight
Hi there Alejandro!
Thank you so much for your fantastic review! We're thrilled to hear that you’re happy with the quality of the shoes and that you love the laces color. It’s great to know that everything went well with your experience at Paper Straight!
We truly appreciate your support and hope you continue enjoying your shoes!
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
it took more than i expected to arrive…
it took more than i expected to arrive but the attention was very good
21 February 2026
Unprompted review
Reply from Paperstraight
Hi Felix,
Thank you for sharing your experience with us. We’re glad to hear that you were happy with the support you received. We also appreciate your patience regarding the delivery time and will continue working to improve it.
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
Shipping zoom a bit long
Shipping zoom a bit long, but customer service is responsive and helpful!
20 February 2026
Unprompted review
Reply from Paperstraight
Hi Hervé,
Thank you for your feedback! We’re glad to hear that our customer service team was responsive and helpful. We also appreciate your patience regarding the shipping time and will continue working to improve it.
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
Terrible service.
Terrible service.
1. The website mentions that they are based in the Netherlands which is totally false. China or international return shipping to China at the cost of the customer are never mentionned which is fraud.
2. The quality is mediocre. When the shoes arrived, it smelled like chemicals. I’m almost certain these shoes won’t last over time, and judging by other people’s reviews, that’s exactly what’s happening to them. I then discovered than you could buy exactly the same shoes on other websites such AliExpress. This is dropshipping and not legal at all.
I do not recommend at all.
For these reasons, I will take legal action if I do not receive a full refund to my bank account or if you fail to provide me with a return address in the Netherlands.
3 February 2026
Unprompted review
Reply from Paperstraight
Dear Nicolas,
We’re very sorry to read about your experience and understand your frustration. This is not the level of service we aim to provide.
Our support team has already contacted you directly by email because we would genuinely like the opportunity to review your case and find a fair solution. Please check your inbox (and spam folder if needed), so we can continue assisting you privately.
Thank you for sharing your feedback, it helps us improve.
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
SCAM.
SCAM.
They are a middleman-type dropshipping scam. This means, that they pretend to be a high end (and dutch, in this case) company, selling their own goods. In reality, they send customers low-quality, mass produced trash from a chinese address, for an unrealistic price. I highly suspect them of using fake discounts as well, which is also a violation of EU consumer protection law. I recommend every single person who has had this type of negative experience with them, to report them to the following authorities:
-Dutch Authority for Consumers and Markets (ACM)
-Your country's local consumer protection authorities
-Your payment processor
Report for:
-Misleading advertisement practices
-Misleading returns and refunds policies
16 February 2026
Unprompted review
Reply from Paperstraight
Dear Sámuel,
Thank you for taking the time to share your thoughts with us. I’m sincerely sorry that your experience has been disappointing that is certainly not the standard we aim to provide.
I would really like to personally look into your order to better understand what happened and ensure everything is reviewed thoroughly. It’s important to me that your concerns are addressed properly and not overlooked.
When you have a moment, please send us a new email with the subject line “URGENT” so I can quickly identify your message and take direct responsibility for your case. I will personally follow it through and make sure we work toward a clear and fair resolution.
We truly appreciate the opportunity to assist you and regain your trust.
Warm regards,
Meliska
Team Lead
Paper Straight Customer Care Team
Great shoes !
17 February 2026
Unprompted review
Reply from Paperstraight
Hi Samantha!
Thank you so much for your review! We're thrilled to hear that you think the shoes are great. It means a lot to us that you’re happy with your purchase!
We truly appreciate your support and hope you continue enjoying your shoes!
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
Clean
Clean, sturdy and easy to style. The Summit Ridge Black look premium, feel supportive underfoot, and the grip is reliable.
14 February 2026
Unprompted review
Reply from Paperstraight
Hi Adebiyi !
Thank you so much for your detailed review! We're delighted to hear that you find the Summit Ridge Black shoes clean, sturdy, and easy to style. It’s great to know they feel supportive underfoot and offer reliable grip, that’s exactly what we aim for!
We truly appreciate your feedback and hope you continue enjoying your shoes for every occasion!
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
Products were amazing
Products were amazing. Shipping took a little longer but that’s to be expected for overseas.
16 February 2026
Unprompted review
Reply from Paperstraight
Hi Jonas!
Thank you so much for your review! We're thrilled to hear that you’re happy with the products. We also appreciate your patience with the shipping, international deliveries can sometimes take a bit longer, but we’re glad everything arrived safely.
We truly appreciate your support and hope you continue enjoying your purchase!
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
Terrible
Terrible, DO NOT BUY! Took forever, size was bigger than my actual size, no free returns. AVOID AT ALL COSTS!
13 February 2026
Unprompted review
Reply from Paperstraight
Dear Krishna,
I appreciate you taking the time to share your experience with us. I’m truly sorry that we did not meet your expectations. I completely understand how frustrating that can be.
I would like to personally step in and review your order in detail to see exactly where things may have gone wrong. Your concerns matter, and I want to ensure they are handled with the attention and care they deserve.
To make sure your message reaches me directly, could you please send a new email with the subject line “URGENT”? This will help me quickly locate your case and take ownership of it. I will stay personally involved until we find a fair and satisfactory resolution.
Thank you for giving us the chance to address this properly.
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
Dropshipping company
Dropshipping company. They create an image of quality from being based in the Netherlands but they just dropship their shoes from some factory in China. Their customer service email does not reply.
16 February 2026
Unprompted review
Reply from Paperstraight
Dear Jack,
Thank you for taking the time to write to us. I’m really sorry that your experience has been disappointing. I can only imagine how frustrating this must have felt.
I’d truly like to help and personally look into your order to understand what went wrong. You deserve a clear explanation and a proper solution, and I don’t want your concerns to feel overlooked or passed around.
If you could, please send a new email with the subject line “URGENT” so it comes directly to my attention. Once I receive it, I’ll review everything myself and stay with your case until we’ve sorted this out.
I genuinely appreciate the opportunity to make this right.
Warmly,
Meliska
Team Lead
Paper Straight Customer Care Team
Very Bad
I would have given a 0 if possible - quality of clothes (hoodies/hats) completely different to what was advertised
28 January 2026
Unprompted review
Reply from Paperstraight
Dear Michael,
Thank you for reaching out and for being open about your experience. I’m genuinely sorry that we fell short of your expectations. I understand how disappointing that must feel.
I would really like the opportunity to personally review your order and carefully go through all the details to understand what happened. It’s important to me that your concerns are fully acknowledged and properly resolved.
Could you please send us a new email with the subject line “URGENT”? That will allow me to identify your message immediately and ensure your case is handled directly by me. I will personally oversee everything until we reach a fair outcome.
We truly value your feedback and the chance to make this right.
Warm regards,
Meliska
Team Lead
Paper Straight Customer Care Team
Reply from Paperstraight
Hi there!
Thank you so much for your enthusiastic review! We're thrilled to hear that you love the shoe. It means a lot to us that you’re happy with your purchase!
We truly appreciate your support and hope you continue enjoying your shoes!
Kind regards,
Meliska
Team Lead
Paper Straight Customer Care Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.