Frequently Asked Questions

Placing an Online Order

The currency I require is not listed 

Travelex offers most currencies online. However, if the currency you require is not listed, please contact your local Travelex store. Click here to find your nearest Travelex store.

Can I select the currency denominations I receive?

Travelex does not currently offer this option.

Will you charge me for placing an order?

No, Travelex will not charge you an ordering fee. When you order your currency, a full breakdown of costs, such as delivery fees, will be shown on the right-hand side of the page and confirmed by e-mail.

Your card issuer may apply separate charges, such as cash advance fees, to your order. Please contact your card issuer directly for details.

Can I get online rates in a Travelex store?

The Travelex Best Rate is an exclusive online rate, only available for online orders.Please click here for details on the Travelex Best Rate.

What methods of payment do you accept?

You can pay for your order using Visa or MasterCard credit cards.

Will I receive order confirmation? 

Yes. We will e-mail confirmation to the address provided as soon as we obtain payment authorization from your card issuer.

My order was successful. Why haven’t I received a confirmation e-mail? 

If your confirmation e-mail has not arrived after five minutes, please check your junk-mail box. Refer to your e-mail settings to mark Travelex e-mails as acceptable. If you ordered using a company e-mail address, our e-mail may have been blocked by your company.

Why has my order been rejected? 

For security reasons, Travelex is not permitted to inform you of the reason your order was rejected.

My order was rejected, but I checked my bank account and it shows that you withdrew money. Why?

If your order was rejected, the funds available in your account may have decreased by the value of your order, but you have not made a payment to Travelex. Instead, your card issuer has provided Travelex with authorization to take the funds and placed those funds on hold. These funds are usually released within 30 working days, depending on your card issuer. Please contact your card issuer for more information.

Security and Privacy 

Is the Travelex website secure?

The Travelex website employs the latest 128-bit encryption technology to ensure that any information submitted through the website is secure. You can check our security settings by clicking on the padlock sign which can be found on the bottom right-hand side of most of our webpages.

How does Travelex handle my personal information?

All personal information you provide when using the website is handled in accordance with our privacy policy.

How can I see what information you collect? 

The information we collect and how it is used is shown in our privacy policy.

I received an e-mail from Travelex asking for personal details. What should I do?

If we email you, we will never ask you to click on a link that directs you to enter or confirm security information. If you are in doubt regarding the authenticity of an e-mail appearing to be from us, telephone our customer service team immediately for clarification.

Delivery Options

Store Pick Up

You can order your currency online and pick your order up from selected Travelex stores. Orders must be confirmed before 1pm to be available next day. Orders can also be placed for up to 21 days in advance.

For a full list of stores that provide a pick up service, please click here.

What delivery options do you offer?

Orders can be placed up to 21 days in advance of your selected delivery date. Choose from one of three delivery options:

  • Standard delivery - Delivery before 5 p.m., Monday through Friday.
  • Priority delivery - Delivery before 5 p.m. of the next day.

Please see the “What is the cut-off time for next-day delivery?” section below for further details.

What is the cost of delivery?

  • Standard delivery - FREE 
  • Priority delivery - FREE 

What is the cut-off time for next-day delivery?

Orders received before 4 p.m. EST are eligible for next-day delivery with the following exceptions:

Your order must first pass our security checks

Next-day delivery may not be available on some national and state holidays.

What do I do if my order is not delivered on the date I selected?

Please contact our customer services team.

Changing an Order

Can I change my order once it has been placed?

Travelex understands that travel plans can change, so we will do our best to amend your order. Changes cannot be guaranteed (for example, if the order has already been dispatched for delivery). If you need to change your order, please contact our customer service team.

Cancelling an Order

Can I cancel my order once it has been placed? 

Our cancellation policy varies, depending on whether you placed an order for store pick-up or home delivery. Click here for full details of our cancellation policy.

Use of Personal Information

How will you use my personal data? 

Your personal data will be used to process your order, including identification and security checks. We will also use your information to let you know about future Travelex deals and offers, unless you tell us not to.

How do I stop receiving marketing from Travelex?

You can opt out of marketing communication when you place an order. If you wish to opt out in the future, follow the instructions included in all marketing communications.

Will my data be shared with other companies for marketing purposes?

Under no circumstances will your personal data be shared with third parties for marketing purposes.

Feedback

How do I provide feedback? 

Travelex appreciates your feedback on our service. Please click here to send your feedback

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