How can we help?

FAQ's

How can we help? Read through our frequently asked questions below to find your answers.

General Product Queries

Do you still stock Deskfax size organisers and refills?

The organiser is no longer available. However, we do have a selection of refills that can be purchased on uk.filofax.com

Do you still make photo diaries?

This service has been discontinued.

Why has the product code on my diary changed?

The first two digits of our diary codes represent the year. Therefore, the code will change yearly.

Which organisers are made in the UK?

The Original collection is made in the UK.

Which organisers are made with real leather?

Finsbury, Lockwood, Malden, Holborn, Nappa, The Original, Classic Croc, Heritage, Chester and Classic Stich Soft are made with real leather.

I want an organiser but with a different diary format inside?

All of our organisers come with a ‘Week on two pages’ diary refill, with the exception of Pocket Slim and Personal Slim which come with a Week on one page diary, as a standard fill. If you require any other diary layout, this will need to be purchased as a separate item.

Are your diaries fountain pen friendly?

Yes, our diaries are produced with fountain pen friendly paper.

Why is St David’s day not in my personal Sunday start diary refill?

For this particular diary, Filofax is given guidance of information from the Church of England. When St David’s Day falls on a Sunday and coincides with the second Sunday of Lent it will be omitted. This will occur again in this diary in: 2026, 2028, 2037, 2043, 2048, 2054, 2065 and 2071. All of our other diaries do print St David’s day as they are not governed by the Church of England guidance.

Is Clipbook compatible with Filofax refills?

Yes, all of our Filofax organiser refills will fit the appropriate size Clipbook.

Can I choose a Clipbook refill for my organiser?

Yes, all of our Clipbook refills will fit the appropriate size organiser, as these all have a ring mechanism.

Are Filofax Notebook refills compatible with a Filofax Organiser?

No, the Filofax Notebook has a spiral binding and our organisers have a ring mechanism. Therefore, these are completely different concepts.

Can I add a different notebook to The Original Folio?

Yes, The Original Folio is compatible with most notebooks from other brands in the corresponding size.

Can I register my organiser?

After carefully reviewing the Organiser registration, and the responses that we received, Filofax has taken the decision to no longer offer this service.

How many sheets of paper can my organiser hold?

Please check our Size Guide >

How can I clean my organiser?

We recommend that you avoid exposing your leather organiser to any harsh elements such as moisture, bright lights or direct heat. If your leather organiser gets dirty or soiled we suggest that you wipe the area with a damp cloth. Smooth leather will need to be cleaned with good quality neutral leather cleaner. If your suede organiser cover or interior needs to be cleaned, ensure you use a dirt resistant finish and a dry brush. Fabric covers and any metal features can be buffed and cleaned with a dry cloth.

Shipping Queries

Where is my Standard Mail Shipment?

Orders sent by Standard Mail may take up to 5 working days to be delivered from dispatch.
If you have not received your order after this time, please contact Customer Service team at: store@flbgroup.com.

Where is my Next Day Express Shipment?

Orders need to be received by 12 noon (Monday to Thursday) for next working day delivery. Deliveries will not be made on weekends or bank holidays.

Where is my International Shipment?

Orders may take up to 14 working days to be delivered from dispatch.

If you have not received your order after this time, please contact Customer Service team at: store@flbgroup.com.

When can I expect to receive my Free Shipping order?

Free shipping orders are sent by Royal Mail 2nd Class Post and may take up to 5 working days to be delivered from dispatch.

Large orders are sent via courier and can be tracked by logging into your Filofax account. Please check your order shipment email for tracking information.

Return Queries

What is your Returns Policy?

Please check our page on Returns for more information >

Queries about my Order

Can I change or cancel my order?

Your order can only be cancelled up to the time it is processed by our warehouse.

Orders unfortunately cannot be amended once placed. If your order has not been processed by our warehouse, we may be able to cancel and refund, allowing you to place a new correct order.

If your order has already been processed, you will need to return the item(s) using the freepost address provided on your delivery note.

Once the warehouse receives the return, a full refund for the item(s) returned will be processed.

Why have I not received my order yet?

We’re sorry to learn your order has not arrived yet. Let’s investigate!

Please check the shipment email you received which will contain your tracking number. You will need to allow 3-5 working days from dispatch for UK orders and 10-14
working days from dispatch for International orders to arrive.

For further assistanceplease email our Customer Service team at store@flbgroup.com.

My order has arrived damaged. What should I do?

If your order is damaged or faulty, you need to notify Customer Service team at store@flbgroup.com  within 7 days of receipt. Please return damaged or faulty product using the freepost address provided on your delivery note and clearly mark on the delivery note that your order is damaged and whether a replacement or refund is needed.

My order has arrived incomplete. What should I do?

If your order has arrived incomplete, please contact Customer Service team at store@flbgroup.com  who will be happy to assist you further.

I want to order the same diary I am currently using, but for next year?

To ensure that you get the correct refill, we always print a reference number vertically near the holes on our refill pages, therefore on your current refill you should see printed – Ref: XX-XXXXXX (The first two digits determine the year, the next digits determine size and layout.)

Why have I not received my order confirmation?

If an email address has been supplied with your order, a confirmation of receipt of your order and a shipping email will be sent to this address. If you have not received an email please check your junk/spam folder. For further assistance please contact our Customer Service team at store@flbgroup.com.

Personalisation Service Queries

How do I personalise a product?

Please note: our personalisation service is currently unavailable until further notice. We apologise for any inconvenience caused.

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Make it yours or create the perfect gift with our personalised Notebooks, Clipbooks and Organisers from Filofax. Our personalisation service is currently available on select products – shop the range here.

Please note, personalised products are non returnable unless faulty. For orders containing personalised items please allow an additional 7 days delivery time. Next Day delivery is applicable from date of dispatch only (not date of order).

To add personalisation, simply follow the steps below on a product page:

Step 1: Choose the Personalisation option and choose your placement

 - Upper Middle

Available on selected Pocket, A4 and A5 Filofax Notebooks, A5 Clipbooks, and A5 and Personal Organisers.  

- Bottom Right

For Pocket size notebooks with elastic closures, personalisation will be placed to the left of the elastic if the bottom right position is chosen. 

Step 2: Choose your foil colour

- Gold

- Silver

- Rose Gold

- Black

- White

Step 3: Add your customisation

Enter your text up to a maximum of 13 characters on pocket or personal compact size, and up to a maximum of 18 characters on Personal / A5 / A4 size. Note: spaces are included in the character count.

We can personalise your product with the following characters only:

- A-Z Uppercase and lower case

- 0-9 Numbers

- -!,#,$,%,&,’,(,),*,/,º, ; ,: ,€,@,ˆ,˜, Umlaut, Grave, Acute, Inverted Comma

The font used is Times New Roman, size 14pt.

Terms & Conditions
It is the customer’s responsibility to ensure the correct text is entered and the correct personalisation options are selected on the products page. We will emboss your products exactly as written, including upper and lower case text and any punctuation marks. We cannot accept responsibility for misspellings once you have placed your order. Please note we are not able to include emojis.

We reserve the right to refuse personalisation on orders which:

 - Contain offensive or threatening messages including those containing obscene or offensive language, or any kind of discrimination against race, nationality, gender, disability, religion, sexual orientation, age etc.

- Infringes anyone's copyright or trademark

- Includes any text containing personally identifying information, other than a name, such as address/phone number/email address without written consent of that person in question first.

- Gives the impression that it expresses an opinion or message that has been endorsed or approved by Filofax

- Contravenes any applicable law or promotes any unlawful act

If you have further questions regarding our personalisation service please contact our Customer Service team at store@flbgroup.com.