How can we help?

FAQ's

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

Order Queries

Why was I charged twice for the same order?

If your credit card or bank account
statement shows two (or more) charges for the same order, this means your financial institution set funds on hold until the transaction settles.

How long do Pending transactions take to clear?

Usually, a pending charge will show on your account until the transaction is processed and the funds are transferred to the merchant. This could typically take up to three days but may stretch longer depending on the merchant and the type of transaction.

Why was my transaction declined?

One of the main reasons a transaction is declined is due to an AVS mismatch error

What is an AVS Mismatch error?

An AVS mismatch error occurs when a consumer enters a billing address, during checkout, that does not match the address on file with the card-issuing bank or credit card company.  An address verification service (AVS) is used to protect consumers and merchants from
credit card fraud.  We recommend that you contact the card issuing bank or credit card company when this occurs to validate the billing address.

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 ca.filofax.com

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?

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.

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 your order is missing, please refer to the order shipment email you received or, log into your account for tracking information.

If you do not have a tracking number please contact our customer service team with your order number at customerservice.canada@filofaxinc.com. Please note, US Standard delivery can take up to 10 working days to be delivered.

If your order is damaged or faulty. please contact us at customerservice.canada@filofaxinc.com . Provide your name, order number, item number, and details of the defect.

We will notify you by email, within a reasonable delay, if you are entitled to a refund, a return, or exchange.

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

How does my 'Free Shipping' option arrive?

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 Canada Post may take up to 10 workings days to be delivered.

After this time to track your delivery, please contact customer service at: customerservice.canada@filofaxinc.com

Where is my "UPS Next Day" shipment?

Orders sent by UPS Next 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 customerservice.canada@filofaxinc.com . Please note that all UPS Next Day and Express Saver 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 customerservice.canada@filofaxinc.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?

Filofax wants to make your online shopping experience as easy as possible. If you are not satisfied with a product purchased from Filofax, simply return it to us in its original packaging (which may have been opened), along with your order number, within 28 days and we will refund your money. We ask that you ship your package in a way that prevents damage and we recommend that you obtain proof of shipment.

We will refund the purchase price and a credit will be applied to the original payment method. Any shipping charges you have already paid are non-refundable and refunded amounts will not include the cost of shipping.

It may take up to 15 business days after we receive your return for you to see the refund on your statement.

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

How do I get a refund?

Upon satisfactory completion of the returns policy a refund will be processed by our team.They will refund you via the original payment method.Please allow 15 business days for the refund to appear on your bank or credit card statement. If you have not received your refund within this time frame, please contact our customer service team customerservice.canada@filofaxinc.com