Frequently Asked Questions
Placing Your Order
Got a query or want to give us some feedback, it's easy to get in touch.
Phone: Ring our dedicated Travel Money UK-based call centres, on 0345 8500 900, Monday to Saturday from 8:30am to 5:30pm
Email: Alternatively email us at firstname.lastname@example.org
Please make sure you are using the latest version of your internet browser, we also have a fully mobilised purchase journey but if you are using a mobile device and experiencing problems it may be easier to start the process again on a PC. If using an iPhone please ensure you are using portrait view to minimise issues whilst ordering.
This currency is restricted and cannot be sold outside of India. We suggest you change your currency on arrival at your destination.
Any fees relating to commissions, card issuer or delivery will be displayed during the order process. Please note that your credit card provider may charge a cash advance fee for buying Travel Money. When you place your order you will be given the option to select a preferred delivery date/time. Any additional charges that may be applicable, for example ordering for home delivery on a Saturday, the system will display the fee charged.
There are restrictions on a number of currencies that prevent us being able to buy and sell them, including Indian rupee, Moroccan dirham, Sri Lankan rupee, and Tunisian dinar. If your preferred currency is not on the drop down list of currencies when you are entering the amount we do not stock it.
Yes. When placing orders online, choose 'Add Another Currency'. If ordering in branch, let the staff member know the full list of currencies and products you require.
When placing your order, you select the collection/delivery date of your choice. An option is available to obtain currency the same day, providing that there are branches in the local area that have sufficient currency stocks to fulfil your order. If there aren't any, this choice won't be displayed in the drop-down list. You will be however offered a home or branch delivery service which is available next working day, provided you order before 3pm.
Minimum order is £400. Maximum order is £2500.
Any fees relating to commissions, card issuer, or delivery will be displayed during the order process. Please note that your credit card provider may charge a cash advance fee for buying Travel Money. When you place your order you will be given the option to select a preferred delivery date/time. Any additional charges that may be applicable, for example ordering for home delivery on a Saturday, the system will display the fee charged.
In the UK you must complete a Cash Declaration form if you plan to take out (or return with) EUR10,000 or more, or the equivalent in any currency, in cash (notes and Travellers Cheques)
No. You will need to provide personal details during the order process, but you don't need an account logon.
We appreciate that it is always handy to have a few lower denominations available for small purchases at the start of your travels. Therefore your order will be fulfilled using the denominations available, wherever possible supplying you with a mix of banknotes.
An on-screen confirmation message of your order will be displayed to advise if your order has been accepted or declined. If your order has gone through, you will also receive a confirmation via email. Where possible, you should print this and take it with you if you are collecting your order from a Post Office branch.
As soon as you select the ‘Place Order’ button we will validate your card and the availability of funds. If your order is accepted funds will be allocated against your card immediately.
It may be necessary for us to request further information from you so that the order can be completed and/or to comply with regulatory requirements. It is therefore important that you provide the correct contact details during the order process. You will be notified by First Rate if, for whatever reason, your order cannot be confirmed.
Cancellation can only be undertaken prior to dispatch of your order by First Rate. A £20.00 cancellation may apply.
You can collect your order from the branch chosen during the order process. If you have selected home delivery, your order can only be delivered to the billing address of your payment card to protect you from any un-authorised card use.
Unfortunately, we don't have a central phone ordering facility. However, you can reserve currency by phone from your local branch if they have the stock available. Contact details can be found here. If your local branch does not hold currency in store, they can pre-order this for you. Pre-orders can only be done by visiting the branch. The cut off time for next working day delivery for branch pre-orders is 2pm.
Yes, if you have selected home delivery, the order will need to be signed for. Your order will always be delivered to the card billing address you entered when you placed the order. The order will be delivered by Royal Mail Special Delivery™.
The Post Office branch finder will display your local branch. Simply enter your postcode and choose the 'Travel and Foreign Currency' indicator from the 'Products and Services list.
Contact your Post Office branch by phone and they will offer advice over the best currency and product(s) to take. Contact details can be found here. They will take your contact details and advise over payment methods and any ID that may be required. The currency may well be in stock, ready for immediate collection. If the currency is not in stock, the branch will place an order for you. Orders placed before 2pm should be available the next working day (Saturday collections cannot be guaranteed). Please note that branch rates differ to online rates.
Please call First Rate on 0345 8500 900, Monday to Saturday from 8.30am to 5.30pm. Alternatively, you can e-mail First Rate at email@example.com
Please call 0345 8500 900 during our office hours, which are Monday to Saturday from 8.30am to 5.30pm.
If no one is at the billing address when the order is delivered, the order will automatically go to your local Royal Mail sorting office. Royal Mail will leave a 'sorry we missed you' card and you will be required to collect the item from your local sorting office the next day, or arrange re-delivery.
- Orders placed 00.00 - 3pm are available the next working day, for delivery to home, or collection from a branch.
- Orders placed after 3pm are available the following working day.
- Collections from a branch on a Saturday are not guaranteed, as delivery of the order is not assured by Royal Mail.
- Orders placed Mon-Fri 00.00 - 9am are available after 11am same working day.
- Orders placed Mon-Fri 9.01am - 2pm are available 2 hours after the order is placed on the same working day.
- Orders placed Mon-Fri after 2pm are available the next weekday working day after 11am.
- Orders placed on a Sat, Sun or bank holiday are available the next weekday working day after 11am.
- Please note - if ordering for Monday delivery, Royal Mail may attempt to deliver this by 1pm on a Saturday.
Branch exchange rates depend on several factors, eg., branch location, competition, cost of order, convenience, etc. We will always try and offer the best rate, subject to this criteria. As with many retailers, the cheapest order/distribution method is online, where centralised packing costs can be used. This is why online exchanges are invariably better than branch rates.
No. Branch exchange rates depend on several factors, eg., branch location, competition, cost of order, convenience, etc. We will always try and offer the best rate, subject to this criteria.
Exchange rates are displayed during the ordering process.
This is the rate used when you sell unused currency back to us and is different from the rate when you purchase currency from us.
The current exchange rates are displayed during the ordering process. In addition, a rate display is provided on the travel money ordering website which can be accessed by selecting the ‘currency exchange rates’ menu option.
Certain countries have restrictions over the amount of currency you can take in/out per person. These limits can usually be found on that country's government website. Alternatively, contact First Rate, 0345 8500 900, Monday to Saturday from 8.30am to 5.30pm.
Please contact First Rate, (0345 8500 900, Monday to Saturday from 8.30am to 5.30pm), for advice over what is the best currency to take.
There is no direct correlation between those establishments accepting Travellers Cheques and American Express cards. American Express Travellers Cheques are widely accepted globally. The number of merchants accepting them is increasing daily.
American Express Travellers Cheques are recognised around the world and can be used like cash at millions of retailers, hotels and restaurants. They can also be exchanged for local currency at banks, foreign exchange/bureau de change outlets and American Express Travel Service Offices. To find the nearest encashment location in your travel destination, please refer to www.americanexpress.com/useTC .
Make sure that the acceptor sees you counter-sign the Travellers Cheques in the lower left-hand corner. As long as the counter-signature matches the original one, payment is guaranteed by American Express.
You can either hold onto them for use on your next trip, or alternatively you can take them into your local Post Office® and exchange them for Sterling. Please remember to take your original Post Office receipt with you. Currency Travellers Cheque buy back rates will differ to sell rates. Please click here to find your nearest branch http://www.postoffice.co.uk/branch-finder
Normally there is no fee when you use Travellers Cheques to pay for goods and services at merchants (e.g. shops, restaurants and hotels). However, a small percentage of merchants and banks may charge a fee at their sole discretion. Banks apply their own encashment policy when providing encashment facilities. There are many encashment partners worldwide, including American Express Travel Offices, encash your Travellers Cheques fee free. To find the nearest encashment location in your travel destination, please refer to www.americanexpress.com/useTC. We would recommend that you check for the nearest encashment office to your holiday destination prior to purchase.
- They are like cash but safer.
- They can be used as cash in many shops,
- hotels and restaurants around the world.
- They can be replaced worldwide if lost or stolen, usually within 24 hours.
- They have no expiry date so can be kept for your next trip (unless you date them and then they are only valid for six months).
To find the nearest encashment location, or for any general queries, please contact American Express using the number shown on your Travellers Cheque wallet, or visit www.americanexpress.com/useTC
For refund assistance please call the appropriate phone number as shown on your Travellers Cheque wallet at the earliest opportunity. Please have your Travellers Cheque serial numbers to hand when you call for refund assistance. Once your claim for refund is authorised, American Express Travellers Cheques will be refunded or replaced worldwide, usually within 24 hours.
The acceptor will usually allow you to re-sign the Travellers Cheques on the back and then compare the signatures again. If the acceptor is still unsure, they will contact American Express to obtain authorisation.
Unlike cash, with American Express Travellers Cheques you have the assurance of the world’s most comprehensive refund and travel assistance service. When you receive your Travellers Cheques you must sign them immediately on the top left-hand line. You are not protected against loss or theft until you do so. Do not counter-sign your cheques until you use them and only then in the presence of the acceptor. Safeguard your Travellers Cheques as you would for your cash. Retain your serial numbers, shown on the transaction receipt, separate from the Cheques themselves. These numbers will be required should you need to report them lost or stolen.
When you receive your Travellers Cheques, you must sign them immediately, in the upper left-hand corner. Once done, the Travellers Cheques are insured against loss or theft.
It is not an American Express policy to ask for identification when encashing Travellers Cheques. However, some countries have legal regulations which require identification to be shown.
Yes, American Express Travellers Cheques are just like cash, but safer, so when the full face value of the Travellers Cheque is not used, the change is returned in the local currency.