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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 free of charge within the UK, 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 UK - Returns

c/o FLB Group Ltd

FREEPOST RSXH-CCAY-HBAL

Dalkeith

EH22 2NE

We recommend that you obtain proof of posting.

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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.

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Q.

Do you still stock Deskfax size personal organisers and refills?

A.

Deskfax organisers are no longer available, refills can be purchased via our mail order department, telephone 08705 143702

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Q.

Why has the product code changed for my diary this year?

A.

The last digit of our diary codes represent the year. For example, a Personal size Horizontal Year Planner for 2013 has a code of 6840113 whereas the 2014 version of the same diary is 6840114.

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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.

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Q.

I have a BFPO address - am I entitled to a VAT/Shipping refund?

A.

We will refund VAT and/or Shipping 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.

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Q.

Is there any way I can register my Personal Organiser?

A.

Yes. You can access this area by logging in/registering and going to ‘my account’ click on ‘my organisers’ on the left hand side and enter details of your organiser. 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.

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Q.

Do you still make photo diaries?

A.

No, this service has now been discontinued.

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Q.

Do you send to PO addresses?

A.

Unfortunately, we do not send to PO addresses. Our couriers cannot obtain proof of delivery to PO addresses which means we are not insured should any orders go missing.