FAQ's

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

General Product Queries

Our Block, Bloom, Classic, Connoisseur, Dazzle, Dots, Golden, Inspire, ITV Racing, Japanese Paper, Ladydate, Legacy, Lexicon, Meadow, Memo, Milano, NFU, Paisley, Perth, Principal, Raw, Rainforest, Roma, Standard, Verona, Woodland, Zodiac diaries are made in the UK.

Our Roma full year diaries are crafted from genuine Italian leather.

Our Legacy Slim Pocket diary has a small pen held in the spine of the diary. Our Lexicon Mini Pocket diary has a small pen enclosed in a side pen holder.

Our Ladydate Mini Pocket/Medium Pocket, Connoisseur Mini Pocket, Principal Compact Pocket and Principal Mini Pocket (week to view only) diaries have a small pencil held in the spine of the diary.

The paper we use comes from sustainable, well managed and certified sources. We are members of the Forest Stewardship Council (FSC) and support their principals. This means we only work with suppliers complying with the highest environmental standards.

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

Shipping Queries

Orders sent by Post may take up to 5-7 working days to be delivered from dispatch.
If you have not received your order after this time, please contact Customer Service team at: kundenservice@filofax.de.

Free shipping orders are sent by Post and may take up to 5-7 working days to be delivered from dispatch.

Large orders are sent via courier. Please check your order shipment email for tracking information.

Return Queries

Please check our page on Returns for more information.

Queries about 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) to the address provided on your delivery note.

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

You can search our website for your next diary using the range name, product code or simply browsing our categories. The product code and range name for your diary will be printed on the barcode label attached to your product at purchase. Some of our classic diaries will also have the product code embossed on the back cover. If you need help identifying your diary, please contact kundenservice@filofax.de.

Please note: our academic mid year diaries are usually available from the previous April, and our full year diary collection is usually available from the previous July. We also refresh the range every year, so your design may not be available in our future collections.

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 5-10 working days from dispatch to arrive.

For further assistance please email our Customer Service team at kundenservice@filofax.de.

If your order is damaged or faulty, you need to notify Customer Service team at kundenservice@filofax.de within 7 days of receipt. Please let us know, what is damaged on the product and if the packaging is also damaged. A photo of the damage will speed up the process for us. We will offer you a solution quickly.

If your order has arrived incomplete, please contact Customer Service team at kundenservice@filofax.de and tell us your order number and what is missing. We will be happy to assist you further.

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 kundenservice@filofax.de