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 organizers and refills?

The organiser is no longer available. However, we do have a selection of refills that can be purchased on us.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 organizers are made in the UK?

The Original collection is made in the UK.

Which organizers are made with real leather?

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

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

All of our organizers 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 organizer refills will fit the appropriate size Clipbook.

Can I choose a Clipbook refill for my organizer?

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

Are Filofax Notebook refills compatible with a Filofax Organizer?

No, the Filofax Notebook has a spiral binding and our organizers 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 organizer?

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 organizer hold?

Please check our Size Guide >

How can I clean my organizer?

We recommend that you avoid exposing your leather organizer to any harsh elements such as moisture, bright lights or direct heat. If your leather organizer 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 organizer 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

How do I Change or cancel my order?

Your order can only be cancelled up to the time it is processed by our warehouse. After this time, your order would need to be returned once delivered following the returns instructions. We will then be able to process a full refund.

Unfortunately we cannot change your order once it is placed. If your order has not been processed by our warehouse, we can cancel and refund your order, allowing you to place a new order for the correct item(s).

My order is missing, damaged or incomplete

If you order is missing, please refer to the order shipment email you have received which will state how the order has been despatched.

For orders sent via courier please log on to your account for tracking details.
For orders sent by standard delivery please email customer service at support@filofaxlettsblueline.com. Please note, US Standard delivery can take up to 10 working days to be delivered.

If your order is damaged or faulty, please notify us within 7 days of despatch. Please follow the returns instructions and clearly mark on the delivery note that your order is damaged/faulty, and whether a replacement or refund is required.

If your order has arrived incomplete, please contact support@filofaxlettsblueline.com who will be able to assist you further.

How does my 'Free Shipping' option arrive?

Free Shipping orders over $55.00 will normally be sent by UPS Sure Post service and may take up to 8 working days to be delivered. Please note service to Alaska and Hawaii may take longer. In Canada, free shipping orders over $55.00 will be sent via UPS Standard.

Items over specified threshold will be sent by courier and can be tracked in your account if this is the case. Please refer to your order shipment email to see how your order has been despatched.

Where is my 'Standard Mail' shipment?

Orders sent by Standard Mail may take up to 10 workings days to be delivered. Please note service to Alaska and Hawaii may take longer.

After this time to track your delivery, please contact customer service at: support@filofaxlettsblueline.com

Where is my "UPS 1 Day" shipment?

Orders sent by UPS 1 Day shipment can be tracked by using the tracking number on your paperwork at www.ups.com. If you need any assistance, please contact customer service at support@filofaxlettsblueline.comPlease note that all UPS 1 Day and UPS 2 Day service orders received after 6:30 am are shipped on the following business day.

How do I exchange my order?

We regret that exchanges can only be made for faulty products. Please contact support@filofaxlettsblueline.com within 7 days of despatch if your item(s) are faulty.

If you have ordered the incorrect item, please return this for refund and place a new order for the correct product.

How do I return my order?

At Filofax we pride ourselves on making your shopping experience as easy as possible. We have therefore made our returns policy very simple. If you are unhappy with any item you have purchased from Filofax, simply return it to us in its original condition and packaging within 28 days of despatch and we will issue a refund for the price of the item. This does not affect your statutory rights.

For all Damaged/Faulty products please notify us within 7 days of despatch.

We recommend that you obtain proof of posting. We will refund you by the original payment method used, i.e. by Credit/Debit card. PayPal transactions will be refunded to your PayPal account. Please allow 10-14 working days for the refund to appear on your account.

More information on our returns policy can be found here on our Returns page.

How do I get a refund?

On satisfactory completion of the returns policy a refund has be processed by our team, we will refund you by the original payment method used, i.e. by Credit/Debit card. PayPal transactions will be refunded to your PayPal account. Please allow 14 working days for the refund to appear on your account. If you have not received your refund within this time please contact our customer services team support@filofaxlettsblueline.com