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Help & FAQs

How do I place an order online?

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  • Using the currency convertor

    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 鈥榖uy now鈥 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

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  • 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

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  • Why won鈥檛 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 鈥淥rder Not Processed鈥 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 鈥淥rder confirmation鈥 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 拢1500 limit and Santander and Lloyds may have a 拢300 limit, please check with your bank.

Fees and charges

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  • Card Handling Fees

    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. 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 cash orders.

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

    Order Value Delivery Fee
    Up to 拢99.99 N/A
    拢100 - 拢299.99 拢7.49
    拢300 -听拢499.99 拢4.99
    拢500 & Over FREE

Delivery Options

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

    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 拢50 and all Click & Collect orders have a maximum value of 拢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 拢100 and maximum of 拢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 拢5000 per transaction. You can only store a maximum of GBP 拢5000 in Card Fund balance (including all Currencies) on your card at any one time.听

  • 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.

    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听offer delivery to an address that isn鈥檛 your registered home address for your payment card.

  • When will I receive my order?

    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 拢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:

    Order Confirmed* Order delivered*
    Before 2.00 p.m. Monday to Thursday Next working day
    After 2.00 p.m. Monday to Wednesday Second working day
    After 2.00 p.m. Thursday and before 2.00 p.m. Friday Saturday or Monday (Saturday deliveries not guaranteed)*
    After 2.00 p.m. Friday and anytime Saturday to Sunday Tuesday

    *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 .

  • Delivery fees

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

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

    Order Value Delivery Fee
    Up to 拢100 N/A
    拢100 - 拢299.99 拢7.49
    拢300 -听拢499.99 拢4.99
    拢500 & Over FREE

Orders for Home Delivery

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  • 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.听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.鈥

  • 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 鈥 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

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  • 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听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鈥檛 find the collection location I require?

    Please听click here听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鈥檚 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听nearest store听here.

Cancelling an order/failure to collect

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  • 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 拢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 拢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 拢10 late cancellation fee deducted.

The Travelex Buy Back Promise

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  • How does the Travelex Buy Back Promise work?

    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 拢250, for just a fee of 拢4.99. Any value above this limit will be completed using the applicable rate on the rate board.鈥

    To return your unused鈥痜oreign currency notes鈥痶o one of our stores鈥, you must bring the original purchase receipt or confirmation email (in the case of online purchases) and鈥痑鈥valid photo ID.

  • How long is the Buy Back Promise valid for?

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

  • How can I purchase the Buy Back Promise?

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

    Please note that our Buy Back鈥疨romise is currently only available鈥痺hen鈥痯urchasing foreign currency with a minimum value of 拢35.

  • Is the Buy Back Promise available for home delivery?

    Our Buy Back鈥疨romise is available for home delivery orders, but it must be redeemed in one of our stores鈥痑cross the UK.

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

Customer Support for Travelex Money App Travel Services

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  • Who do I contact if I have a query?

    Please note these offerings are not Travelex or Kayak products and services, as a customer you are purchasing from the provider you have selected via Kayak. Any customer support, queries, refunds or complaints with relation to products or services purchased must be directed to your chosen provider, and not to Travelex or Kayak.