How can we help?


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

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?

Norfolk, Finsbury, Lockwood, Malden, Holborn, Nappa, The Original, Classic Croc, Heritage, Chester and Classic Stich Soft organisers 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 10 working days. We dispatch within 3-5 working days from order, due to Australia Post delivery times there may be a delay experienced with some items.

Return Queries

What is your Returns Policy?

For more information please check our page on Returns >

How do I return my order?

At Filofax we would like to make 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, at your expense, in its original condition with your Order Reference Number within 28 days of despatch and we will issue a refund for the price of the item.

This does not affect your statutory rights. We ask that you wrap the parcel carefully to prevent damage.

We recommend that you obtain proof of posting. Your refund will automatically be processed via the same method your payment was made, Please allow time for the credit to appear on your statement. Unfortunately items ordered from our website cannot currently be returned to the Filofax store.


6 Beaumont Road,
Mount Kuringai, NSW, 2080

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

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

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 by standard delivery please email customer service at Please note, Australia Post 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 or if your order has arrived incomplete, please contact who will be able to assist you further.

How do I exchange my order?

We regret that exchanges can only be made for faulty products. Please contact 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.

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