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If your question is not answered on this page, please email webmaster@filofax.co.uk
Q. Why can't I Log In or add items to my Shopping Basket?
 
A. It is likely that Cookies are disabled in your Browser's security settings. “Cookies” are small pieces of information that are stored by your browser on your computer’s hard drive. Our cookies do not contain any personally identifying information, but they enable us to provide features such as 'Registered Shopper' and to store items in your shopping basket between visits. Most Web browsers automatically accept cookies, but you can usually change your browser to prevent that. Even without a cookie, you can still use most of the features in our site however you may experience some technical problems (for example items put in your shopping basket may be lost).
 
Q. Is the site secure? How do I know my details will be kept safe?
 
A. Filofax takes online security very seriously. All transactions are processed through a secure server which is certificated by Thawte. The secure server software (SSL) encrypts all your personal information including credit or debit card number and name and address. As soon as you begin the checkout process you will enter our secure area and you will see the Padlock icon which allows you to view our SSL certificate (if you cannot see the Padlock, please check to ensure that you have not disabled the Status Bar in your View settings. Also, please note that the Padlock appears at the top of the screen next to the Address bar in IE7). By using a secure server, Filofax guarantees your data is secure and that all credit card transactions are protected by the Consumer Credit Act.

For more information on SSL and digital certificates, visit the Thawte website.
 
Q. How do I place my order online?
 
A. Once you have decided to purchase a product, simply click the 'Add to Basket' button next to it. The screen will update and the 'Shopping Basket' at the top of the screen will slide down to show your added product and then return to its usual state. The Shopping Basket lists all the items you have added to your basket. You can click 'View Basket' for a more detailed view allowing you to enter specific quantities and remove items.

When you are ready to complete your purchase, hover your mouse over the Shopping Basket so that it slides down and reveals the 'Proceed To Checkout' button. Click this to enter our simple and secure checkout process. If you are an existing customer you will be asked to confirm your login details. New customers will need to complete our simple signup process. Once logged in, our four-step checkout procedure will guide you through to the completion of your purchase. You will not be charged until you click 'PLACE YOUR ORDER' on the final page of the checkout.
 
Q. I live in the Channel Islands, why does my order still include VAT at the checkout?
 
A. Our checkout system automatically calculates the shipping and VAT costs based on the delivery location. Channel Island residents should ensure they select 'Channel Islands' from the location list for the delivery address. VAT will then be deducted from that order.
 
Q. Do you still stock Deskfax size personal organisers?
 
A. This size has now been discontinued. The nearest size is A5 and you can view the entire range of A5 organisers HERE. We will continue to stock Deskfax Diaries and Papers and Essentials.
 
Q. Why has the product code changed for my diary this year?
 
A. The last digit of our diary codes represents the year. For example, a Personal size Horizontal Year Planner for 2008 has a code of 684018 whereas the 2009 version of the same diary is 684019.

See our Diary Details section for more information on Filofax diaries.
 
Q. What is the Filofax Returns Policy?
 
A. At filofax.co.uk 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.co.uk, simply return it to us in its original condition with your Order Reference Number within 28 days of dispatch and we will issue a refund for the price of the item. This does not affect your statutory rights.

Returns address:
Filofax Mail Order, Department 6873, Camberwell Way, Sunderland, SR9 9XZ

We recommend that you obtain proof of posting.
 
Q. I am based outside of the UK but am registered for VAT. How do I enter this?
 
A. Filofax.co.uk is a retail customer-facing channel. Any prospective customers who are VAT registered should contact their local distributor for service. Visit www.filofax.com to see the distributor list in the Where In The World section.
 
Q. I have a BFPO address - am I entitled to a VAT refund?
 
A. We will refund VAT on orders sent to BFPO addresses as long as the address is located outside of the UK. Once your goods have been despatched, email store@filofax.co.uk to request your refund ensuring that you include your order number. All such requests must be received within three months of the completed order date.
 
Q. Is there any way I can register my Personal Organiser?
 
A. Yes. If you visit www.filofax.com you will see a link to our Registration area. Here you can enter your details for yourself and your organiser and you will be given a unique registration code. Write this in the front of your organiser so that we can easily identify it should your organiser be lost and then returned to us.
 
Q. How much will it cost me to have my order delivered?
 
A. To view a detailed list of our delivery charges please click here.
 
Q. How does Filofax quality differ from other brands or makes?
 
A. Filofax uses only top quality leathers and materials to ensure that our organisers and leather goods are durable and give years of service. Filofax products are beautifully stitched and finished to the highest standards and the mechanisms that hold the papers in place are strong, secure and branded with the Filofax logo as a guarantee of authenticity.
 
Q. Does Filofax produce a software package that enables me to print out contact information to file in my personal organiser?
 
A. Yes. Please click HERE to visit our Address Software page.
 
 
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Copyright © 2008 Filofax | Filofax is part of the Letts Filofax Group
Filofax Limited | Registered office: Royal London House, 22-25 Finsbury Square, London EC2 1DX
Registered in England. Company registration number: 01891062 | VAT no: GB597052219