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.

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.

One of the main reasons a transaction is declined is due to 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.

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

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

The Original collection is made in the UK.

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

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.

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

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

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

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

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

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

Please check our Size Guide >

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.

At Filofax, we take customer satisfaction to heart. Filofax Canada is committed to offering a two-year warranty against manufacturing defects on our organizers, from the date of original purchase.

Simply send an e-mail to our Customer Service team, enclosing your proof of purchase and a description and photo of the reported defect.

A member of our team will contact you to arrange the return of the defective product, at our expense, and offer you a replacement equivalent to the value of the defective organizer. 

The replacement will be shipped free of charge once we have received confirmation that the defective organizer has been received by Canada Post.

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).

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 store.ca@filofax.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.

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: store.ca@filofax.com

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 store.ca@filofax.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.
Please note that UPS does not offer weekend delivery services. Orders placed on Fridays with UPS Next Day will be delivered on the following Monday.

We regret that exchanges can only be made for faulty products. Please contact store.ca@filofax.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.

RETURNS POLICY
If you are not fully satisfied with your purchase, we are happy to assist with your return. Please review the guidelines below to ensure your return is processed promptly.

Key Return Information (Please Read Carefully)

• Return shipping costs are the customer’s responsibility for all returns that are not due to a defect or error on our part.
• You must include your order number and name inside the return package.
• Returns must be sent within 28 days of ordering. 
• Items must be returned in their original condition.

How to Return an Item

• Ensure the item is in its original condition.
• Clearly include your name and order reference number inside the parcel. 
• Package the item securely to avoid damage in transit. 
• Send the parcel to the address below.
  

Return Address:

Authorized Returns
Filofax Canada - Blueline Inc.
8681 Place Marien
Montreal-East (Quebec) H1B 5W6

Return Shipping

• Return shipping costs are the responsibility of the customer, including when an item was ordered in error. 
• We recommend obtaining and retaining proof of postage until your return has been processed.
  
  Refunds
• Once your return is received and inspected, a refund will be issued to your original payment method
• Please allow up to 14 days for the refund to appear in your account 
• If your refund has not been received after this time, please contact store.ca@filofax.com

Exchanges and Incorrect Orders

• Exchanges are only offered for faulty items
• If you ordered an incorrect item, please return it in accordance with this policy (return shipping costs apply) and place a new order 

Faulty Items

• If you receive a faulty item, please contact us within 7 days of receipt at store.ca@filofax.com so we can assist you. Including photos is recommended to avoid delays investigating the issue. 

Important Information

• Online purchases cannot be returned to retail stores  
  
  More information on our returns policy can be found here on our Returns page.

Refunds

• Once your return is received and inspected, a refund will be issued to your original payment method.
• Please allow up to 14 days for the refund to appear in your account.
• If your refund has not been received after this time, please contact store.ca@filofax.com.