FAQ's
How can we help? Read through our frequently asked questions below to find your answers.
General Products Queries
Which diaries are made in the UK?
Classic White, Classic Cream, Verona, Lexicon, Executive, Specialist, Leather
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.
Queries about my Order
Can I change or cancel my order?
Your order can only be cancelled up to the time artwork is approved, after that point it will be in production and costs have been incurred.
Orders unfortunately cannot be amended once placed. If your order artwork has not been approved, we may be able to cancel and refund, allowing you to place a new correct order.
Will I receive a visual of my logo on the product ormy special print information before it is produced ?
A proof of all your artwork will be sent to you for approval prior to manufacture. Nothing will be produced without your approval.
Why have I not received my proof to check yet?
An electronic visual proof will be sent within 5 working days for your approval. If you have not had your proof within that time please contact our Customer service team Corporateorders@flbgroup.com
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.
For further assistance please email our Customer Service team at Corporateorders@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 Corporateorders@flbgroup.com
within 7 days of receipt.
My order has arrived incomplete. What should I do?
If your order has arrived incomplete, please contact Customer Service team at Corporateorders@flbgroup.com
who will be happy to assist you further.
Why have I not received my order confirmation?
An email address has to be 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 Corporateorders@flbgroup.com
Shipping Queries
Where is my Shipment?
Orders
can take between 15 – 20 days to produce and are sent by trackable couriers.
If you have not received your order after this time, please contact Customer Service team at: Corporateorders@flbgroup.com
Returns
What is your Returns Policy?
Bespoke orders are non-returnable unless faulty.