How can we help?

FAQ's

How can we help? Read through our frequently asked questions below to find your answers.

General Product Queries

Which diaries are made in the UK?

Our Block, Bloom, Classic, Connoisseur, Dazzle, Dots, Golden, Inspire, ITV Racing, Japanese Paper, Ladydate, Legacy, Lexicon, Meadow, Memo, Milano, NFU, Paisley, Perth, Principal, Raw, Rainforest, Roma, Standard, Verona, Woodland, Zodiac diaries are made in the UK.

Which diaries are made with real leather?

Our Roma full year diaries are crafted from genuine Italian leather.

Which diaries include a pen or pencil?

Our Legacy Slim Pocket diary has a small pen held in the spine of the diary. Our Lexicon Mini Pocket diary has a small pen enclosed in a side pen holder.

Our Ladydate Mini Pocket/Medium Pocket, Connoisseur Mini Pocket, Principal Compact Pocket and Principal Mini Pocket (week to view only) diaries have a small pencil held in the spine of the diary.

Is the paper you use from sustainable sources?

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.

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.

Shipping Queries

Where is my Standard Mail Shipment?

Orders sent by Standard Mail may take up to 5-7 working days to be delivered from dispatch.
If you have not received your order after this time, please contact Customer Service team at: store@flbgroup.com.

Where is my Next Day Express Shipment?

Orders need to be received by 12 noon (Monday to Thursday) for next working day delivery. Deliveries will not be made on weekends or bank holidays.

Where is my International Shipment?

Orders may take up to 14 working days to be delivered from dispatch.

If you have not received your order after this time, please contact Customer Service team at: store@flbgroup.com.

When can I expect to receive my Free Shipping order?

Free shipping orders are sent by Royal Mail 2nd Class Post and may take up to 5-7 working days to be delivered from dispatch.

Large orders are sent via courier. Please check your order shipment email for tracking information.

Return Queries

What is your Returns Policy?

Please check our page on Returns for more information.

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) using the freepost address provided on your delivery note.

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

I want to order the same diary I am currently using, but for next year?

You can search our website for your next diary 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 diaries will also have the product code embossed on the back cover. If you need help identifying your diary, please contact store@flbgroup.com.

Please note: our academic mid year diaries are usually available from the previous April, and our full year diary 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.

Why have I not received my order yet?

We’re sorry to learn your order has not arrived yet. Let’s investigate!

Please check the shipment email you received which will contain your tracking number. You will need to allow 5-7 working days from dispatch for UK orders, and 10-14 working days from dispatch for International orders to arrive.

For further assistance please email our Customer Service team at store@flbgroup.com.

My order has arrived damaged. What should I do?

If your order is damaged or faulty, you need to notify Customer Service team at store@flbgroup.com  within 7 days of receipt. Please return damaged or faulty product using the freepost address provided on your delivery note and clearly mark on the delivery note that your order is damaged and whether a replacement or refund is needed.

My order has arrived incomplete. What should I do?

If your order has arrived incomplete, please contact Customer Service team at store@flbgroup.com  who will be happy to assist you further.

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 store@flbgroup.com.

Personalisation Service Queries

How do I personalise a product?

Please note: our personalisation 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 personalised diaries, notebooks, journals and more from Letts of London. Our personalisation service is currently available on select products – shop the range here.

Please note, personalised products are non returnable unless faulty. For orders containing personalised items please allow an additional 7 days delivery time. Next Day delivery is applicable from date of dispatch only (not date of order).

To personalise a product, follow the simple steps below on the product page:

Step 1: Choose the personalisation option and choose your placement

Choose where you would like you text to be positioned on your selected product.

 - Upper Middle* 

- Bottom Right**

*Available on selected items only

**For items featuring an elastic closure, personalisation will be placed to the left of the elastic if the bottom right position is chosen

Step 2: Choose your foil colour

Choose which colour foil you would like to be used on your product:

- Gold

- Silver

Step 3: Add your customisation

Enter your text up to a maximum of 13 characters on pocket size items and up to a maximum of 18 characters on Mid Size or Desk Size items. Please note, spaces are included in the character count.

We can personalise your product with the following characters only:

- A-Z Uppercase and lower case

- 0-9 Numbers

- -!,#,$,%,&,’,(,),*,/,º, ; ,: ,€,@,ˆ,˜, Umlaut, Grave, Acute, Inverted Comma

The font used is Times New Roman, size 14pt. We are unable to personalise emojis or any other special character not stipulated above. Your order may be refused if it contains an unauthorised character.

Terms & Conditions
It is the customer’s responsibility to ensure the correct text is entered and the correct personalisation 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 store@flbgroup.com (Monday to Friday, 9 am to 5 pm).