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
For collection at the designated Post Office Limited branch you will need to provide evidence of your identity which may be in the form of either your passport or UK photo driving licence, along with your payment card. Your payment card details must match the name on the order.
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 from your local branch if they have the stock available. 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 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-Sat 00.00 - 9am are available after 11am same day.
- Orders placed Mon-Fri 9.01am - 2pm(1pm Sat) are available 2 hours after the order is placed on the same working day.
- Orders placed Mon-Sat after 2pm(1pm Sat) are available the next weekday working day after 11am.
- Orders placed on a Sun or bank holiday are available the next weekday working day after 11am.
- Please note - if ordering for Monday delivery, Royal Mail may still attempt to deliver your order by 1pm on a Saturday, however we will always mark the package with the requested delivery date and day.
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.
Unused currency can be exchanged for Sterling at Post Office® branches. You may need to produce your original Post Office receipt. Maximum purchase value restrictions may apply on some currencies. Check in branch or call Customer Services on 0345 8500 900. Please click here to find your nearest branch