Order status

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.

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.

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.

This means that we have received your order.

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.

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.

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.