How can we help? Read through our frequently asked questions below to find your answers.
General Product Queries
Our Bloom, Classic, Dazzle, Inspire, Ladydate, Legacy, Memo, Milano, Principal, Rainforest, Roma, Standard, Woodland planners are made in the UK.
Our Roma full year planners are crafted from genuine Italian leather.
Our Legacy Slim Pocket planner has a small pen held in the spine of the diary.
Our Ladydate Mini Pocket/Medium Pocket, Principal Compact Pocket and Principal Mini Pocket (week to view only) planners 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.
You can search our website for your next planner 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 planners will also have the product code embossed on the back cover. If you need help identifying your planner, please contact firstname.lastname@example.org.
Please note: our academic mid year planners are usually available from the previous June, and our full year planner 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.
The first two digits of our planner codes represent the year. Therefore, the code will change yearly.
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.
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: email@example.com
Orders sent by UPS 1 Day or 2 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 firstname.lastname@example.org
Please note that all UPS 1 Day and UPS 2 Day service orders received after 6:30 am are shipped on the following business day.
Queries about my Order
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 email@example.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 firstname.lastname@example.org who will be able 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 email@example.com
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).
We regret that exchanges can only be made for faulty products. Please contact firstname.lastname@example.org 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.
At Letts of London 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.
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 email@example.com
Personalization Service Queries
Make it yours or create the perfect gift with our personalized planners, notebooks, journals and more from Letts of London. Our personalization service is currently available on select products – shop the range here.
Please note, personalized products are non returnable unless faulty. For orders containing personalized items please allow an additional 7 days delivery time. Next Day delivery is applicable from date of dispatch only (not date of order).
A maximum of 13 characters are permitted on a selection of pocket size items and a maximum of 18 characters on a selection of Mid Size or Desk Size items. Spaces are included in the character count and we personalize using the font Trade Gothic, 14pt. Your selected product will be personalized with Gold foil at the bottom right position on the cover. Please note, spaces are included in the character count.
*For items featuring an elastic closure, personalisation will be placed to the left of the elastic.
We can personalize your product with the following characters only:
- A-Z Uppercase and lower case
- 0-9 Numbers
- ! ” # % & ’ ( ) + , - . / : : = _ .
We are unable to personalize emojis or any other special character not stipulated above. Your order may be refused if it contains an unauthorized character.
Terms & Conditions
It is the customer’s responsibility to ensure the correct text is entered and the correct personalization options are selected on the products page. We will emboss your products exactly as written, including upper and lower case text and any punctuation marks. We cannot accept responsibility for misspellings once you have placed your order. Please note we are not able to include emojis.
We reserve the right to refuse personalisation on orders which:
- Contain offensive or threatening messages including those containing obscene or offensive language, or any kind of discrimination against race, nationality, gender, disability, religion, sexual orientation, age etc.
- Infringes anyone's copyright or trademark
- Includes any text containing personally identifying information, other than a name, such as address/phone number/email address without written consent of that person in question first.
- Gives the impression that it expresses an opinion or message that has been endorsed or approved by Filofax
- Contravenes any applicable law or promotes any unlawful act
If you have further questions regarding our personalisation service please contact our Customer Service team at firstname.lastname@example.org (Monday to Friday, 9 am to 5 pm).