- How do I change or cancel my order?
- My order is missing, damaged or incomplete
- Where is my 'Standard Mail' shipment?
- How do I exchange my order?
- How do I return my order?
- How do I get a refund?
How do I change or cancel my order?
- 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 using the freepost address on the back of your delivery note. 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).
My order is missing, damaged or incomplete
- 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 by standard delivery please email customer service at [email protected]. Please note, Australia Post 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 or if your order has arrived incomplete, please contact [email protected] who will be able to assist you further.
Where is my 'Standard Mail' shipment?
- Orders sent by Australia Post delivery may take up to 10 workings days to be delivered.
After this time to track your delivery, please contact customer service at: [email protected]
How do I exchange my order?
- We regret that exchanges can only be made for faulty products. Please contact [email protected] 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.
How do I return my order?
- At Filofax 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, simply return it to us, at your expense, in its original condition with your Order Reference Number within 28 days of despatch and we will issue a refund for the price of the item.
This does not affect your statutory rights. We ask that you wrap the parcel carefully to prevent damage.
We recommend that you obtain proof of posting. Your refund will automatically be processed via the same method your payment was made, Please allow time for the credit to appear on your statement. Unfortunately items ordered from our website cannot currently be returned to the Filofax store.
PLEASE SEND YOUR RETURN TO:FILOFAX AUSTRALIA - Returns
1 Chang Loop,
Croydon South, Victoria, 3136
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 3-5 working days for the refund to appear on your account. Please complete the action and reason code grid on the back of the delivery note and enclose this with your return.
How do I get a refund?
- 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 3-5 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 protected]