FAQ's

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 planner.

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.

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

Queries about my Order

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 customerservice.canada@filofaxinc.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.

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 customerservice.canada@filofaxinc.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.

Letts of London wants to make your online shopping experience as easy as possible. If you are not satisfied with a product purchased from Letts of London, simply return it to us in its original packaging (which may have been opened), along with your order number, within 28 days and we will refund your money. We ask that you ship your package in a way that prevents damage and we recommend that you obtain proof of shipment.

We will refund the purchase price and a credit will be applied to the original payment method. Any shipping charges you have already paid are non-refundable and refunded amounts will not include the cost of shipping.

It may take up to 15 business days after we receive your return for you to see the refund on your statement.

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 customerservice.canada@filofaxinc.com

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 customerservice.canada@filofaxinc.com

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.

Shipping Queries

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 Canada Post may take up to 10 workings days to be delivered.

After this time to track your delivery, please contact customer service at: customerservice.canada@filofaxinc.com

Orders sent by UPS Next Day shipment can be tracked by using the tracking number on your paperwork atwww.ups.com. If you need any assistance, please contact customer service at customerservice.canada@filofaxinc.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.

Personalization Service Queries

Please note: our personalization service is currently unavailable until further notice. We apologise for any inconvenience caused.

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Make it yours or create the perfect gift with our personalized diaries, 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 support@filofaxlettsblueline.com (Monday to Friday, 9 am to 5 pm).