Q&As

For more information about these benefits please click the links below.

Order details
How much can I order?
Can I cancel or amend my order?

Exchange rates
Why are the rates quoted different to those in the media?

Payment details
What are my payment options?
How will the transaction appear on my statement?
Will I be charged a cash advance fee?
Will I have to pay a credit card handling charge?
What is the delivery charge for my order?

Delivery details
Where can my order be delivered?
When will my order be delivered?
Can I choose to select a delivery date in the future?
What will happen if I am not at home when my order is delivered?
What happens if I do not receive my order when I should?

Buy back
What can I do with my unused travellers cheques and foreign currency?

Travellers cheque advice
Where can I cash my travellers cheques?
Are travellers cheques refundable if stolen or lost?
Who can sign my travellers cheques?

Order details

Q: How much can I order?
A: The minimum order value is £50 and the maximum order value is £2,500, excluding the delivery charge.

Q: Can I cancel or amend my order?
A: Once the order has been placed you cannot amend or cancel it.

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Exchange rates

Q: Why are the rates quoted different to those in the media?
A: The rates reported in the media may be based on large commercial transactions and are not indicative of rates received by the public. Our objective is to provide rates competitive with other retail sources.

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Payment details

Q: What are my payment options?
A: You can use any UK based VISA or MasterCard credit or debit card. American Express, Diners, Electron and Style cards cannot be accepted.

Q: How will the transaction appear on my statement?
A: It will appear as 'Travelex Trv. Money Online.'

Q: Will I be charged a cash advance fee?
A: The cash advance fee is charged by your credit card provider and will vary. If you use a Nationwide Credit Card, however, you'll only be charged 2.5% of the transaction (minimum of £3.00). Other card providers charges may vary and you should check your terms and conditions for their current rates.

Q: Will I have to pay a credit card handling charge?
A: If you choose to pay for your currency by a Visa credit card (not debit card), Travelex will not charge a credit card handling charge. However, if you choose to pay for your currency by a MasterCard credit card (not debit card), Travelex will charge a credit card handling charge of 1.5% (min £4, max £15).

Q: What is the delivery charge for my order?
A: Home delivery is normally charged at £3.50 to go towards the Royal Mail's delivery cost.

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Delivery details

Q: Where can my order be delivered?
A: Orders can only be delivered to a UK residential address. The address provided must be the billing address of your payment card.

Q: When will my order be delivered?
A: The following information provides you with delivery details. If you require any clarification regarding delivery timescales you can phone us on 0845 300 6370. Our lines are open Monday to Friday 8:45am – 9pm, and Saturdays 9am – 5pm, excluding bank and public holidays.

* Days quoted are dependant on the day being a working day, if a public holiday then an additional day(s) will be added.

Delivery in the case of certain remote parts of the United Kingdom (for example the Orkneys) may take up to three days working days.

Orders placed on a Friday cannot be guaranteed to be delivered on the Saturday.

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Q: Can I choose to select a delivery date in the future?
A: You may select a specific date for delivery which can be up to 14 days from when you placed your order.

Q: What will happen if I am not at home when my order is delivered?
A: Because the order has to be signed for, Royal Mail should leave a card giving details of where the order can be collected. This will normally be your local post office or sorting office. You must take this card with you when you collect your order.

Q: What happens if I do not receive my order when I should?
A: In the unlikely event that your order does not arrive as per the delivery schedule detailed about you can call us on 0845 300 6370. Our lines are open Monday to Friday 08:45am – 9pm, and Saturdays 9am – 5pm, excluding bank and public holidays.

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Buy back

Q: What can I do with my unused travellers cheques and foreign currency?
A: You can return any leftover foreign currency and travellers cheques purchased from us COMMISSION FREE to any UK based Travelex Bureau de Change, Thomson or Going Places Travel Shops. Just present your original receipt to the cashier and you will receive that day's buyback exchange rate (this may not be the same rate as when you made your purchase). Travelex branches are located at all major UK airports except East Midlands.

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Travellers cheque advice

Q: Where can I cash my travellers cheques?
A: The travellers cheques you receive are recognised worldwide and can be exchanged for cash at banks and foreign exchange bureaus. To check on particular locations or for other travellers cheque information please visit http://www.cashmycheques.com/ and click on the VISA logo.

If travelling to the States you can generally use your travellers cheques in shops and restaurants as you would cash.

Q: Are travellers cheques refundable if stolen or lost?
A: Yes, providing the purchase terms and conditions are followed. If this should happen, you must report the loss immediately using the contact details supplied with your cheques The Travellers Cheque Management unit is available 24 hours a day, 365 days a year. Once the refund has been authorised, Travelex representatives will assist you with arranging replacement funds, normally within 24 hours.

Q: Who can sign my travellers cheques?
A: Your travellers cheques should only be signed by the person placing the order as the purchase has been registered in their name. If you are buying travellers cheques on behalf of a third party please place your order by telephone on 0845 300 6370. Our lines are open Monday to Friday 8:45am – 9pm and Saturdays 9am – 5pm, excluding bank and public holidays.

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