How can we help you?

Can I order online?

Yes, please go to our website for further details to order through our travel money provider Eurochange (opens in a new window).

Can I order on the mobile app?

Yes, just look for Manage My Card, then Going Abroad, then Order Travel Money

Can I order over the phone?

If you would prefer to order travel money via the telephone, please contact us on the number below and one of our team will be happy to assist you.

03301 748 523. Lines are open Monday to Saturday 09:00 until 17:00 Sunday 11:00 until 16:00.

Can I order in branch?

No, we cannot place any orders in branch.

Placing an order online

Can I order more than one currency at the same time?

Yes, there is no limit to the number of different currencies that you can order via our travel money provider, Eurochange.

How much can I order online (minimum/maximum)?

All Travel Money orders are subject to a minimum order value of £200 and a maximum value of £2500 per person per day.

Can I request specific notes in my order?

It’s not possible to request specific denominations when placing orders online, but we always supply our customers with a range of different sized notes.

If you want to place an order with specific denominations, please order over the phone and remember to request the denominations before they take your payment details. While we always make every effort to meet customer requests, it’s not always possible due to currency stock levels – especially during peak periods.

How can I pay for my order?

Payments are taken by debit or credit card only.

Can I amend my order?

No, once an order has been placed it can't be amended. If you need to change your order, we can cancel the order and void the payment. You can then place a new order.

I have placed my order, but the payment isn’t showing in my bank account?

If you have received a confirmation email with an order number, then your order has been successful. It might just take a few days for the money to be debited from your bank account.

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.

Home delivery

What are your home delivery fees?

Free home delivery on all orders from the 30th June to 2nd September.

When this offer ends, a fee of £5 will apply for home delivery for orders under £500 and free for orders over £500.

When will my home delivery order arrive?

You can place your order 7 working days before you would like to collect it or have it delivered to your home.

Standard delivery works as follows:

If I order my travel money... When will I receive it?
Before 2:30pm Monday to Thursday Next working day by 2pm
After 2:30pm Monday to Thursday Second working day by 2pm
Before 2:30pm Friday Saturday by 9am or Monday by 2pm
After 2:30pm Friday and anytime Saturday or Sunday Tuesday by 2pm
  • *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 2.30pm on Thursday up until 2.30pm 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. Saturday delivery is a premium delivery service and can be selected as a preferred option at checkout.

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. Your Travel Money delivery is also fully insured to give you extra peace of mind.

Can I change the date of my delivery?

The date of your delivery can’t be changed once your order has been placed.

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 accessing the service from within the United Kingdom.

Why has my order not arrived?

If your order has not arrived by 4.00 pm on the date you selected during the ordering process, please contact our Travel Money team on 0330 678 1786 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 valid UK identification showing your name and delivery address.

Orders for collection at a branch

What ID do I need to collect my order from a Eurochange branch?

Collection is available from our travel money partner Eurochange’s branches only. Please note that orders cannot be collected from Natwest/Royal Bank of Scotland/Ulster Bank NI branches.

When you collect your order from one of the Eurochange branches please bring the following:

  1. The payment card used (Please note that Eurochange reserve the right to PIN authenticate the payment card through the till. There is no additional charge for a PIN verification)
  2. The confirmation email for your order
  3. One of the following forms of identification
    Photo card driving license
    National ID card

Unfortunately, we are unable to accept any other forms of identification other than those listed and we are not able to release orders to anyone else other than the cardholder.

Will I be charged a delivery fee?

You will not be charged a fee to collect your order from your preferred Eurochange branch.

When can I collect my order?

You will be notified by email when your order is available for collection at your chosen Eurochange branch.

Most stock is held in branch and will be ready in as little as 60 seconds. You can order 7 days in advance of picking up.

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

If you are unable to collect your order within 7 days of the collection date, your order may be cancelled and your payment refunded, less a £10 late cancellation fee. Refunds can take from 2 to 10 working days to credit back into your bank account.

Can I cancel my order?

Orders cannot be cancelled or amended once your order has been confirmed.

Buy back

Do you offer a currency buy back service?

Yes, if you are a customer with us, you can visit one of our branches where we will buy back your foreign currency and credit the GBP amount directly to your bank account. Our branch buybacks are completed through our provider, Travelex.

Please note this service is not available to non customers.

What can I exchange as a branch buyback?

We only accept bank notes not coins. We don't exchange bank notes that are damaged, out of circulation or due to be out of circulation in the next 6 months.

We accept most major currencies, but we can't buy back every single currency as there are restrictions in place on certain currencies.

We're unable to accept any legacy currencies from countries now using the Euro. Branch buy backs are supplied by Travelex.

Can I exchange old or discontinued currencies?

No, we can only buy back currencies that are currently in circulation.

Can I use the buy back service if I didn't buy my currency from you originally?

Yes, as long as you are a customer with us, we can buy back your currency even if you didn’t buy the currency from us originally. The currency would need to meet our requirements, which are detailed in the 'What can I exchange' section.

How will my payment/order be displayed on my bank statement?

It will have the narrative of Eurochange

How do I cash in Amex Travellers cheques?

By mail:

Amex TC’s with a covering letter can be sent into Special Collections at:

Travelers Cheques Paid Collections
American Express
1 John Street
BN88 1HH

By phone - 080058760

Online Redemption (up to $1,000 equivalent)- Redeem online (opens in a new window)

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