Help and FAQs

Price Promise

Back to top
  • What is the Price Promise?

    Every day we check the exchange rates of major banks and high street retailers and adjust our rates accordingly to ensure that we give you a highly competitive overall price on your foreign currency.
    If you find a better overall price than the website elsewhere in the UK market (whether or not online), buy from us and we’ll refund the difference between the price paid by you and the more competitive price – that’s the Price Promise.
    For more information please see our Price Promise terms and conditions

How do I place an order online?

Back to top
  • Using the currency convertor

    To place an order on use the currency convertor tool located on the side of the home page. Simply select the currency type, the amount you need, the product and click ‘buy now’ to enter into the checkout.

  • Can I specify the currency denominations I would like in my order?

    Unfortunately you are unable to specify denominations as part of your order. Orders are typically packed as mixed, which means that you will receive a mixture of high and low denominations dependant on the availability of the currency you are ordering.

Payment verification - 3D Secure

Back to top
  • Why is the payment verification screen not appearing?

    This can be caused by the Pop-up Blocker setting in your browser, please either adjust your browser settings to enable Pop-ups or simply close your browser window and try again. This can sometimes also be caused by the banking services we are trying to connect to being busy. Please try again, as they are not usually busy for long.

  • My order has timed out on the verification screen, has my order been processed?

    If your order timed out and you did not receive an order confirmation email, this may mean that your order has not been successfully processed. Please check your Junk e-mail folder to confirm that your confirmation email is not there. Please allow up to 3 hours for your email to arrive. If you are unable to locate a confirmation e-mail you can contact our Customer Service Team who will be able to verify this for you.

Order status

Back to top
  • Why won’t my order process?

    There could be an issue with your payment card or the details that you have entered when placing your order. You may want to call your card issuer to see if there is a problem with your transaction. Alternatively you can try placing your order again using a different payment card or visit a Travelex bureau to make your purchase.

  • My order was not processed but funds have been taken out of my bank account?

    When attempting an order online, your bank may reserve the funds required to complete the transaction. These funds may remain reserved for a number of days even if your order is not processed. You will need to speak to your bank to ask them to make the funds available to you or wait for them to be released by your bank.

  • What does “Order Not Processed” mean?

    Order Not Processed means that we have been unable to process your order online. There could be an issue with your card or the details that you have entered when placing your order. You may want to call your card issuer to see if there is a problem with your transaction. Alternatively you can try placing your order again using a different payment card or visit a Travelex bureau to make your purchase.

  • What does “Order confirmation” mean?

    This means that we have received your order.

  • Why have I not received an order confirmation email?

    Sometimes your order will fall into a queue for processing, which can cause a delay in receiving an order confirmation e-mail. Also, during periods of peak business, such as our Happy Hour promotions, e-mail confirmations can also be delayed by up to three hours after your order has been placed. Please also check your Junk e-mail folder to confirm that your confirmation email is not there.

  • My order is being reviewed, what does this mean?

    We periodically complete additional checks for your added security. These reviews are completed in good time and prior to the date you have requested for pick-up or delivery.

  • I know that there are sufficient funds in my account but my card has been rejected. What should I do?

    You may 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 Santander and Lloyds may have a £300 limit, please check with your bank.

Fees and charges

Back to top
  • Card Handling Fees

    You will not be charged a card processing fee by us if you choose to pay by debit or credit card. However, your card issuer may apply a fee so you should check with them before you buy your travel money. Any fee applied by your card issuer will not appear on your travel money order, but will appear on your card statement.

  • Delivery fees

    Please see the below table for charges that apply to home delivery orders.

    Delivery is free for all orders of £600 or more, and all home delivery orders are subject to a minimum order value of £100.

    Order ValueDelivery Fee
    Up to £100N/A
    £100 - £299.99£7.49
    £300 - £499.99£4.99
    £500 - £599.99£2.99
    £600 & OverFREE

Delivery Options

Back to top
  • How much can I order online (Min/Max)?

    Orders for collection at any Travelex UK store are subject to a maximum value of £4,999.99 per person per day whereas orders for home delivery are subject to a maximum value of £2,500 per person per day. Office delivery orders are capped at £500 per person per day.

    All home and office delivery orders are subject to a minimum order value of £100. There is no minimum order value for orders for collection (excluding Travelex Money Card orders). Travelex Money Cards are subject to an initial minimum load amount of £100.

  • How can I receive my travel money order?

    You can choose to collect your order at Travelex stores within the UK (store list available here) or have it delivered directly to your home address.

    Please note we are not able to offer office delivery or delivery to an address that isn’t your registered home address for your payment card

  • When will I receive my order?

    If you choose to place an order for delivery to your home, you can select a specific working day for delivery up to 30 days in advance of this delivery date. Please note that Saturday deliveries are not guaranteed. If you have chosen a monday delivery, Royal Mail may attempt delivering on Saturday. The earliest day you will be able to select for delivery is:

    Order Confirmed*Order delivered*
    Before 1.30 p.m. Monday to ThursdayNext working day
    After 1.30 p.m. Monday to WednesdaySecond working day
    After 1.30 p.m. Thursday and before 1.30 p.m. FridaySaturday or Monday (Saturday deliveries not guaranteed)*
    After 1.30 p.m. Friday and anytime Saturday to SundayTuesday

    *Days quoted are dependent on the day being a working day. If one of these days is a public holiday then additional day(s) will be added accordingly. For orders placed after 1.30 p.m. on Thursday up until 1.30 p.m. on Friday, there is a possibility that Royal Mail may deliver your order on the Saturday, however this is not guaranteed. If you choose Monday delivery, please note that Royal Mail may deliver your order on Saturday.

    A signature will be required on delivery. All foreign currency banknotes and travellers cheques home delivery orders are sent by Royal Mail Special Delivery (unless we advise you otherwise) and only to your credit or debit card billing address. A valid landline home telephone number is required for home delivery. Please note that if your order includes a Travelex Money Card, this will be delivered separately and normally arrives within 3 to 5 business days.

    Royal Mail Special Delivery is available to 99% of UK addresses. For details and exceptions visit

  • Delivery fees

    Please see the below table for charges that apply to home delivery orders.

    Delivery is free for all orders of £600 or more, and all home delivery orders are subject to a minimum order value of £100.

    Order ValueDelivery Fee
    Up to £100N/A
    £100 - £299.99£7.49
    £300 - £499.99£4.99
    £500 - £599.99£2.99
    £600 & OverFREE

Orders for Home Delivery

Back to top
  • How will my order be sent and is it secure?

    Your order will be sent using secure Royal Mail Special Delivery and will require a signature upon delivery. Travelex Money cards are sent separately by First Class post and you will need to call us on the number provided with the card to activate it.

    “Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. Travelex Money Card is issued by Wirecard Card Solutions Ltd ("WDCS") pursuant to license by Mastercard International Inc. WDCS is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900051).”

  • Can I use an address that is outside of the UK?

    No, the service is only available for customers aged 18 years or over, and who are resident in and accessing the service from within the United Kingdom.

  • What time will my delivery arrive?

    Your order will be delivered before 1pm on the selected delivery date. Travelex Money Cards are sent out separately and normally take 3 – 5 working days to arrive.

  • Why has my order not arrived?

    If your order was due for delivery today and has not arrived by 1.00 pm, please contact one of our Customer Services team who will be able to track your order.

  • What should I do if my order is returned to the Royal Mail Depot?

    You will have been left a Royal Mail calling card, which you will need to take to your local Royal Mail Depot to collect your order. You must also take with you valid UK identification and a recent utility bill showing your name and delivery address.

  • Can I have my order delivered to a different address?

    For security reasons, all home delivery orders must be delivered to your credit/debit card billing address.

Orders for collection at a Travelex store

Back to top
  • What ID do I need when collecting my order?

    When you collect your order from a Travelex store you will need to provide the credit or debit card that you used to pay for your order online, as well as either a full UK photographic driving licence, passport or EU ID card (we do not accept provisional driving licences).

    The name on the debit or credit card must match the name of the person collecting the order and identification used.

  • What currencies can I purchase online?

    A list of available currencies can be seen here

  • I can’t find the collection location I require?

    Please click here for a list of all of our current collection locations. Alternatively, you can select delivery of your order to your home address.

  • Can I use a payment card with a different name to the person collecting the order?

    The name on the card must match the name of the person collecting the order and identification used.

  • Can I get the same online rates if I do not order online and just walk up to one of your stores?

    No, the rates offered are only available as part of Travelex’s online offering and therefore do not apply to in-store purchases unless they have been pre-ordered online.

  • How much will I be charged for Click and Collect?

    You will not be charged a fee for a click and collect order. You can collect an order from our stores across the UK. Find your nearest store here.

Cancelling an order/failure to collect

Back to top
  • Can I cancel my order?

    Orders for Home Delivery
    Cash and Cash Passport orders that have been made for home delivery cannot be cancelled or amended once your order has been confirmed.

    Orders for collection at a Travelex store
    Orders can be cancelled at any time prior to collection. Cancelled orders will be refunded with the full Sterling amount that you paid for your Travel Money. If you cancel your order less than 24 hours in advance of the collection time you will be charged a £10 late cancellation fee. The late cancellation fee will be taken from the Sterling amount refunded.

  • What happens if I fail to collect my order?

    If you have placed an order for collection and you fail to collect your order within 72 hours of the collection date, your order will be cancelled and we will refund your order with the full Sterling amount, less a £10 late cancellation fee.

    Refunds can take from 2 to 10 working days to credit back into your bank account. Please note that Travelex does not refund cash advance charges and that any late cancellation fee may also be subject to a cash advance fee by your card issuer.

  • How long will my order be held if I am delayed in collecting it?

    Your order will be held at the selected Travelex pick up location for 72 hours from your order collection time. Any further delay will result in your order will be cancelled and a £10 late cancellation fee deducted.

The Travelex Buy Back Guarantee

Back to top
  • How does the Travelex Buy Back Guarantee work?

    If you choose to purchase our Buy Back Guarantee at the time of your order, here at Travelex we’ll buy back your foreign currency bank notes at the original exchange rate that you bought them from us at, and without any commission.

    To return your unused bank notes to one of our UK stores, you must bring your original Buy Back Guarantee receipt with you.

  • How long is the Buy Back Guarantee valid for?

    Our Buy Back Guarantee is valid for 45 days from the day of purchase

  • How can I purchase the Buy Back Guarantee?

    The Buy Back Guarantee can be purchased at the time of your travel money order for £3.99 online and also when you purchase your currency at any of our stores across the UK.

    Please note that our Buy Back Guarantee is currently only available for purchase of Foreign Currency.

  • Is the Buy Back Guarantee available for home delivery?

    Our Buy Back Guarantee is available for home delivery orders, but it must be redeemed in one of our UK stores.

VAT Refunds

Back to top
  • What is the Retail Export Scheme?

    In the UK, VAT is charged on many goods and services. The Retail Export Scheme allows non-EU residents, who are leaving the European Union, to claim a VAT refund on most goods that they have purchased in the UK

    VAT refunds can only be claimed on your final day and from the departing EU Country and only from the airport terminal from which you are departing. The claiming process must be completed within three (3) months (with VAT forms stamped and completed) of the original purchase date of the item for which you are claiming the refund

    Please note that refunds can only be claimed by the person who purchased the goods. It is not possible to claim a refund on behalf of someone else.

  • What documents do I need to claim a VAT refund?
    1. Proof of purchase of goods from the retailer – you must first show the sales receipts at the Travelex bureau when making a VAT refund claim.
    2. A VAT refund form from the retailer – this must be completed and signed by the retailer at the time of purchase in order to be valid
    3. A valid passport – you will be required to show an expiring visa or one-way flight ticket to prove that you are leaving the EU
    4. For high-value goods, you will need to have them inspected by airport customs once you pass through security. Customs will stamp your VAT refund form, after which you can return to a Travelex VAT store, and process your refund
  • What are considered high value goods?

    Should your shopping exceed a certain value then your claim may need to be processed after you have gone through security (airside). If you visit a Travelex VAT store landslide, we can ascertain if this is the case when we discuss your claim with you.

    Certain items however will need to be hand carried through to Airside so that UK Border Force can inspect the goods you have purchased.

    These are:

    • All portable electrical items
    • Sunglasses
    • Jewellery
    • Wristwatches

    There are exceptions to the above list of goods that will be clarified when discussing your claim

  • Are there any fees charged?

    Fees are levied by the VAT agents on each VAT refund form.

    There may also be other fees charged by the retailer and/ or the VAT agent for their involvement in the transaction. As a result, even though VAT is currently charged at 20% throughout the UK, you should typically expect to receive around 10 – 13% after all the associated fees have been taken in to account.

  • Can I claim a refund in the UK?

    If you are unsure of your eligibility for a VAT Refund, please visit the HM Revenue & Customs website

  • How can I receive my VAT refund?

    Travelex provides VAT refunds in either Pounds Sterling (£) or a foreign currency at any of our VAT stores at Heathrow or Manchester airports

    Credit Card Customers who have a Global Refund Form can choose to have their refund put onto their card at any of our VAT stores.

  • Do all Retailers and shops have VAT Refund forms?

    Not all shops participate in the VAT refund 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 not be able to claim your VAT back.

    Please note that Travelex cannot arrange VAT refund forms at the airport, nor from the HRMC website. VAT refund forms must be obtained from the Retailer.

  • I haven’t received my refund yet, what should I do?

    If you have not received your refund and would like to check the status of your refund, please contact the relevant VAT provider for the refund that is outstanding.

    Planet Tax
    Innova Tax
    GB Tax

  • Is there a fee charged for Fast Track or VAT Refund by Appointment services?

    Yes, additional charges will apply for customers wishing to use the Fast Track or VAT Refund by Appointment services. This information can be found on our VAT refund page