Frequently Asked Questions

Price Promise
Buy Back Plus
Placing an Order
Problems
VAT
Miscellaneous
E-mail Security

Frequently Asked Questions
Price Promise
Q	How can I be sure that I am getting the best price on my foreign currency?
A	The Travelex dealing team checks the UK foreign exchange competitor market on a daily basis to try and ensure that we are never beaten on the overall price on travelex.co.uk. If we are then you can take advantage of our Price Promise to ensure that you are not out of pocket.
Buy Back Plus
Q	What are the benefits of Buy Back Plus?
A	By taking Buy Back Plus on your Price Promise currency order you will not only receive the best price on the currency you buy today but also on any currency you return to us after your trip. Buy Back Plus guarantees that we will buy back any left over currency notes commission free and at the same rate you bought it at.
Q	How can I purchase Buy Back Plus?
A	Buy Back Plus is available for 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 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: Select the product you wish to purchase Choose the currency Enter the amount you need in Pounds (enter numeric value only) Select whether you would like to collect or have your order delivered Select the location from which you wish to collect your currency Select your collection / delivery date Enter other required information including your payment details
Problems
Q	The currency I need is not listed
A	If you cannot find the currency you require online then please call 08702 405 405 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 be taking 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 days. Unfortunately Travelex are 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 e-mail has not arrived, please check your junk e-mail. If it is there, please refer to your e-mail settings to mark e-mails from Travelex as acceptable. If you have ordered using a company e-mail address, it may have been blocked by your company. If you are still unable to find your e-mail 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 (The refund companies can vary. Travelex issues refunds on behalf of the following companies: Global Refund/Premier Tax Free/GB Tax Free/UK Tax Free) 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 these 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 and over 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	Travelex do not process any VAT forms for Business Travellers. 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 offices in Heathrow Airport and Gatwick 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 and Gatwick Airport By Post - Some refund forms issue refunds via Credit Card only
Q	I haven’t received my refund as yet?
A	I can confirm Travelex are agents for HM Customs so when you come to Travelex to claim you VAT Refund we will stamp it with a Travelex stamp then send it to Customs to be stamped with the official Customs stamp then we will 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 Refund taxfree@globalrefund.com Premier Tax Free info@uk.premiertaxfree.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 the shops will have VAT stickers in their shop windows. If the shops do not participate in the VAT scheme you will be unable to claim your VAT back.
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 08702 405 405 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 not able to specify the denominations ordered
Q	Is there a charge for using my Credit Card?
A	Travelex charge a 1.5% fee for MasterCard purchases (min £4, max £15). Note, other card issuers may charge a cash advance fee.
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 08.00 - 22.00, Saturday and Sunday 10.00 - 20.00).
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 08.00 - 22.00, Saturday and Sunday 10.00 - 20.00).
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 your account login details, 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: Links. All links within our email will only ever go to a page on either www.travelex.com or www.cashpassport.com In phishing emails, web site addresses may appear genuine on first sight, but if you hover your mouse over the link it may reveal a link to a malicious web site address. Senders email address. Please ensure that the senders email address always contains email.travelex.com. For example: cashpassport@email.travelex.com or currencyservices@email.travelex.com Attachments. We will never attach a file or document to an email. 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.