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Price Promise
Buy Back Plus
Placing an Order
Home Delivery
Problems
VAT
Miscellaneous
E-mail Security
Frequently Asked Questions
Price Promise
Q What is the Travelex.co.uk Price Promise?
A The Travelex dealing team checks the UK foreign exchange competitor market on a daily basis to make sure you’re getting a great rate on your foreign exchange. With the Travelex.co.uk Price Promise, if you do find a cheaper overall price, we’ll refund the difference.
Buy Back Plus
Q What are the benefits of Buy Back Plus?
A

It’s hard to know how much currency you are going to need when abroad. Save money on your return. Take our Buy Back Plus for only £3.99 and we'll buy back your leftover bank notes commission free at the original exchange rate.
Q How can I purchase Buy Back Plus?
A

Buy Back Plus is available for store pick-up orders only and can be selected when ordering.

Currently Buy Back Plus cannot be purchased on Cash Passports and is applied to all foreign currencies. If you do not wish to purchase Buy Back Plus on all of the Cash and Travellers Cheque currencies in your basket, then you will need to order the currencies separately.
Placing an Order
Q How do I place an order on travelex.co.uk?
A Simply follow these easy steps:
  1. Select the product you wish to purchase
  2. Choose the currency
  3. Enter the amount you need in Pounds (enter numeric value only)
  4. Select whether you would like to collect or have your order delivered
  5. Select the location from which you wish to collect your currency
  6. Select your collection / delivery date
    (please note: Home delivery of a Cash Passport takes 3-5 working days)
  7. Enter other required information including your payment details
Home Delivery
Q Do I need to sign for my home delivery?
A If your order contains cash or travellers cheques then you will need to sign for your order. If you are not there when Royal Mail attempts delivery, it will be taken to your local sorting office. You will then need to visit your local sorting office to sign for your order.
Problems
Q The currency I need is not listed
A If you cannot find the currency you require online then please call 0845 8727 627 or email customerservices@travelex.com and they will be able to advise you on an alternative currency to take.
Q The 3D Secure box is empty
A 3D Secure (Verified by Visa and MasterCard Securecode) is sent direct to your PC by your card issuer and Travelex have no visibility of these details. If the box has popped up, but the inside of it has not been populated by your card issuer, we suggest that after waiting for approx 30 seconds, you close the box, wait 5 minutes and click ‘Buy My Currency Now’ again. If this has not resolved the issue, you should either try re-ordering after another hour, or you will need to contact your card issuer as they may have a problem with their system.
Q I know that there are sufficient funds in my account but my card has been rejected. What should I do?
A You will be restricted by the cash limit imposed by your card issuer. You must either order an amount below your cash limit or use an alternative card. HBoS currently have a £1500 limit and Abbey have a £300 limit.
Q My order was rejected, but I have checked my bank account and it shows that you have taken my money
A

If your order was rejected, but your available funds show that the money is not there, this is because your card issuer have provided Travelex with the authorisation to take the funds and they have then ‘ring fenced’ them.

If the order was rejected, Travelex will not take those funds as your order will have been rejected for reasons that cannot be discussed. Your bank has still ‘ring fenced’ those funds though and should release them for use in a few working days. Unfortunately Travelex is unable to release these funds as it is your bank that is holding them.
Q My e-mail confirmation has not arrived, but my order was successful
A

If after 5 minutes your email has not arrived, please check your junk email. If it is there, please refer to your email settings to mark emails from Travelex as acceptable.

If you have ordered using a company email address, it may have been blocked by your company.

If you are still unable to find your email then please email customerservices@travelex.com and they will be able to get a copy of this forwarded to you.
Q I am unable to purchase Buy Back Plus on my home delivery order or on a Cash Passport
A Unfortunately we cannot offer Buy Back Plus on home delivery orders or Cash Passports at this time.
VAT
Q What is the Retail Export Scheme?
A As a non-European visitor to the European Union you will pay VAT on most things you buy. The Retail Export Scheme allows you to claim a VAT Refund on most goods you intend to export from the European Union. You must export them by the last day of the third month following that in which the goods were purchased.
Q What documents do I need in order to receive a VAT Refund?
A In order to receive a VAT refund in the UK you will need the following:
  • A VAT refund form from the retailer - this should be completed before you leave the retailer (Refund company processes may vary. Travelex issues refunds on behalf of the following companies: Global Blue /Premier Tax Free/GB Tax Free/Tax Free Worldwide)
  • Your Passport (If you are leaving the UK after completing your education, for example, you will need to produce your expiring Visa/One way flight ticket to prove you are leaving the EU)
  • Proof of purchase of goods from the Retailer (To prove that you have purchased these goods. Customs may also wish to see the goods you are exporting)
Failure to show any of above items will result in a VAT refund not being processed.
Please note that not all retailers participate in the VAT refund scheme therefore you may not get a VAT refund on all items purchased during your visit.
Jewellery (Inc. watches) and electrical goods worth £250 or more must be declared Airside (After Security). All other goods must be declared Landside (Before Security).
Q Who qualifies for a VAT refund in the UK?
A Residents not living in the following countries are eligible for a Tax Refund:
Austria, Belgium, Czech Republic, Cyprus, Denmark, Estonia, Finland, France, Germany, Great Britain, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain (inc Balearic Islands), Sweden and UK
Q Can Business Traveller’s claim back their VAT refund with Travelex?
A It is not possible to process any VAT forms for Business Travellers at Travelex stores. Those claiming VAT whilst in the EU on business must not have their company registered for VAT in the EU. They must also be visiting for business purposes. Business traveller’s must contact HM Customs and Excise on 0845 010 9000 or by visiting www.hmrc.gov.uk.
Q How can I receive my VAT refund?
A There are a number of ways you can receive your VAT refund:
  • Cash - Travelex provides VAT refunds in either Pounds Sterling or a foreign currency at any of our VAT stores at in Heathrow Airport
  • Credit Card - Customers who possess Global Refund forms can choose to have their refund put onto their card at any of our VAT offices in Heathrow Airport
  • By Post - Some refund companies issue refunds via Credit Card only (the customer is also able to receive their refund on a cheque that is sent to their home address)
Q I haven’t received my refund as yet?
A

Travelex are agents for HM Revenue & Customs so when you come to Travelex to claim your VAT Refund we will stamp it with a Travelex stamp then send it to Customs to be stamped with the official Customs stamp. We then send this to the company or shop for them to credit the VAT back onto your account.

You will need to contact the company or shop directly to find out if they have received the forms as they will then need to refund your VAT. Please see below contact details for the relevant companies:

Global Blue: taxfree@global-blue.com

Premier Tax Free info@uk.premiertaxfree.com

Tax Free Worldwide office.uk@taxfreeworldwide.com

GB Tax Free 08448 008503 or email them at info@gbtaxfree.com
Q Do all retailers/shops have the VAT Refund forms?
A Should the retailer be part of the Retail Export Scheme they will give you a VAT Refund Document. The VAT scheme is only voluntary and not all shops participate in the scheme. The majority of participating shops will have VAT stickers in their shop windows. If a shop does not participate in the VAT scheme you will be unable to claim your VAT back.
Q What are the opening & closing times of Travelex VAT shops?
A Heathrow:
Terminals 1 & 4: Landside & Airside Departures open daily from 5:00am–10:00pm
Terminal 3: Landside & Airside Departures open daily from 6:30am- 10:00pm
Terminal 5: Landside & Airside Departures open daily from 6:00am-10:00pm
Q When can I claim my VAT refund?
A VAT refunds can only be claimed on your final day of departure from the UK and must be within 3 months from the original date of purchase. HM Revenue & Customs will need to see your passport, along with your one way flight ticket, before stamping your forms. VAT refunds cannot be claimed in advance of this day.
Q I am flying out from 'X' Terminal. Is it possible to claim my VAT refund from 'Y' Terminal?
A You can only claim your VAT refund from the airport terminal from which you will be departing. It is not possible to claim your refund from any other terminal or airport.
Q I am a British citizen but now live in another country, can I still claim my VAT refund?
A Please contact the HM Revenue & Customs to establish your eligibility to claim a VAT refund in the UK. They can be contacted on 0845 010 9000 or by visiting www.hmrc.gov.uk.
Q I am not a British citizen, however I work in UK, can I still claim my VAT refund?
A Please contact the HM Revenue & Customs to establish your eligibility to claim a VAT refund in the UK. They can be contacted on 0845 010 9000 or by visiting www.hmrc.gov.uk.
Q My parents do not speak English and I am not travelling with them. Can I claim a VAT refund on their behalf?
A VAT refunds can only be claimed by the person who purchased the goods. HM Revenue & Customs will need to see the passport and ticket for the person claiming the refunds on the final day of their departure from the UK. It is not possible to claim a VAT refund on someone elses behalf.
Q I have not been given any forms by the retailers. Can I get them at the airport?
A The retailer should provide you with a VAT refund form at the point of sale if they are a participating retailer in a Retail Export Scheme. Travelex cannot arrange to provide VAT refund forms at the airport.
Q I am a student in the UK and going home for holidays, can I still claim my VAT refund?
A Please contact the HM Revenue & Customs to establish your eligibility to claim the VAT refund in the UK. They can be contacted on 0845 010 9000 or by visiting www.hmrc.gov.uk.
Q Can I claim my VAT refund at the airport, if I have to send the goods by shipment?
A Travelex does not operate a personal export service.
Miscellaneous
Q What currency do I need to take with me on my trip?
A If you do not know what currency you should take on your trip then please call call 0845 8727 627 or email customerservices@travelex.com and they will be able to advise you.
Q Will I receive confirmation that my order has been accepted?
A Yes. This may not come through immediately but will do so as soon as we have obtained authorisation from your card issuer.
Q I would like to specify the currency denominations I wish to order
A You are unable to specify the denominations of foreign currency ordered
Q Is there a charge for using my Credit or Debit Card?
A You will not be charged a card handling fee if you choose to pay by Maestro, MasterCard® Debit or Visa Debit Card. If you wish to pay by MasterCard Credit Card or Visa Credit Card, a card handling fee of 1.5% of the order value will be applied. This will be shown within your order summary as a "Credit Card handling fee". Please note: your card issuer may apply an additional charge when using your credit card. Any additional charge will not appear on your order total but will appear on your card statement.
Q How do I change the details of my order once payment has been confirmed?
A If you need to change any of the details in your order such as the pick up date please email helpdesk.onlinetravelmoney@travelex.com. (We are open Monday to Friday 8.00 a.m. - 6.00 p.m., Saturday and Sunday 10.00 a.m. - 8.00 p.m.).
Q Can I cancel a confirmed order?
A If you need to cancel an order then please email helpdesk.onlinetravelmoney@travelex.com. (We are open Monday to Friday 8.00 a.m. - 6.00 p.m., Saturday and Sunday 10.00 a.m. - 8.00 p.m.).
Q Will I get the rates on your website if I just turn up at the store and don't order online beforehand?
A No, the rates shown on our website are the rates you can only get if you order online. You can arrange to have the currency you have ordered online either delivered to your home or you can pick up at one of our store locations.
E-mail Security
Q How can I recognise genuine Travelex e-mail communications?
A

We recognise that email is a convenient way for you to hear from us on new developments and special offers. However, to protect your details and maintain a high level of security, we never ask for any account login details, your card number or for any personal information via email.

We are aware of the growing number of phishing scams and we want to help you feel secure in receiving our emails.

Below are three ways that you can check to confirm that an email is genuinely from us:

Please ensure that ALL of the above apply to an email to confirm it is a genuine Travelex / Cash Passport email. If you suspect you’ve received a fraudulent email, please forward it to us for investigation at cardservices@travelex.com and then delete it from your inbox without responding.