Help & FAQs

To place an order on Travelex.co.uk 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.

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.

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.

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.

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.

You will not be charged a card processing fee by us if you choose to pay by debit or credit card, or through Apple Pay or Google Pay. However, your credit card issuer will likely charge you a cash advance fee and interest from the time of purchase with us ,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.

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

Delivery is free for all orders of £500 or more, and all home delivery orders are subject to a minimum order value of £100. There are no delivery fees associated with Travel Money Card orders.

Store Click & Collect Orders
Click & Collect orders for Travel Money have no minimum order value limit, Click & Collect orders for Travelex Money Card have a minimum order value limit of £50 and all Click & Collect orders have a maximum value of £4,999.99 per person per day.

ATM Click & Collect Orders
Orders for collection at a designated Travelex Click & Collect ATM are subject to a maximum value equivalent to 800 Euros or US Dollars.

Home Delivery Orders
Home delivery orders for Travel Money or Travelex Money Card have a minimum order value of £100 and maximum of £2,500 per person per day.

Travelex Money Card Top-Ups
Please note, if you top up your card online, you can load a maximum of GBP £5000 per transaction. You can only store a maximum of GBP £5000 in Card Fund balance (including all Currencies) on your card at any one time. 

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.

You can also choose to collect your order at a designated Travelex Click & Collect ATM (ATM locations available here).

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

Orders for collection at a Travelex store
If you choose to place an order for collection, you can order up to 7 days in advance of the collection date. You can also order Euros, US Dollars and all Travelex Money Cards on the day of collection, provided that we receive and subsequently confirm your order at least 4 hours prior to collection. Some locations also offer other currencies for same day collection, the earliest date available will be selectable after you have entered your currency and collection location on the order screen.

Orders for collection at a Travelex ATM
If you choose to place an order for collection at a Travelex ATM, you can order up to 14 days in advance of the collection date. The earliest date available will be selectable after you have entered your currency and collection location on the order screen.
Please note your order will expire 72 hours after your nominated collection date. After that period your order will be blocked and cancelled. Following this cancellation, your payment will be refunded, minus a £10 cancellation fee.

Orders for Home Delivery
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:

*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 2.00 p.m. on Thursday up until 2.00 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 www.royalmail.com.

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

Delivery is free for all orders of £500 or more, and all home delivery orders are subject to a minimum order value of £100. 

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 PrePay Technologies Limited pursuant to license by Mastercard International. PrePay Technologies Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (FRN: 900010) for the issuing of electronic money and payment instruments.”

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.

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.

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.

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.

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

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.

A list of available currencies can be seen here

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.

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

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.

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.

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.

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.

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.

If you are travelling outside the UK and plan to return within 45 days, we can buy back your foreign currency notes at any one of our UK retail stores at the original transaction exchange rate up to a maximum value of £250, for just a fee of £4.99. Any value above this limit will be completed using the applicable rate on the rate board.  

To return your unused foreign currency notes to one of our stores , you must bring the original purchase receipt or confirmation email (in the case of online purchases) and a valid photo ID.

Our Buy Back Promise is valid for 45 days from the date of purchase.

The Buy Back Promise can be purchased at the time of your travel money order for £4.99 online, in the Travelex Money App and also when you purchase your currency at any of our stores across the UK. 

Please note that our Buy Back Promise is currently only available when purchasing foreign currency with a minimum value of £35. 

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

Please note that for home deliveries, the 45 days will run from the date of purchase and not the date of delivery.