Foreign Currency FAQs

Placing your order

Need to contact us?

Got a query or want to give us some feedback? It’s easy to get in touch.

Phone
Ring our dedicated, UK-based Travel Money call centres on 0345 8500 900. Our hours are Mon – Sat, 8:30am to 5:30pm.

Email
Alternatively email us at postoffice.travelmoney@firstrate.co.uk

I am having trouble using the website

Please make sure you are using the latest version of your internet browser. We 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 desktop device. If using a smartphone please ensure you are using portrait view to minimise issues whilst ordering.

Why can’t I order Indian rupees?

This currency is restricted and cannot be sold outside of India. We suggest you change your currency on arrival at your destination.

Do you charge a fee for debit or credit card cards, or any other fees?

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 applicable charges (for instance ordering for home delivery on a Saturday) will be displayed by the system.”

Why can't I find the currency I want to buy?

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.

Can I purchase more than one currency in an order?

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.

 

How can I get currency today?

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.

How much can I order online?

Minimum order is £400. Maximum order is £2500.

Are there any fees when ordering Travel Money?

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 (for instance ordering for home delivery on a Saturday or for home delivery orders under £500) will be displayed by the system.

Are there any import or export restrictions?

In the UK you must complete a Cash Declaration form if you plan to take out (or return with) €10,000 or more, or the equivalent in any currency, in cash (notes and Travellers Cheques)

Do I need an account to purchase Travel Money?

No. You will need to provide personal details during the order process, but you don't need an account logon.

What denominations will I receive?

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.

How will I know that the transaction has been successful?

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.

When will my payment card be debited?

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.

Will I receive a call from you in relation to my order?

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.

Can I cancel my order?

Cancellation can only be undertaken prior to dispatch of your order. A £20 cancellation fee may apply.

Does someone need to be available to sign for my order delivery?

Yes. If you have selected home delivery then 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™.

Can I have my order delivered to a different location?

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 unauthorised card use.

Do you do phone orders?

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.

How can I find out if my branch holds currency in stock?

Our 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'.

If my order does not arrive on time whom should I contact?

Please call 0345 8500 900 during our office hours, which are Monday to Saturday from 8:30am to 5:30pm.

What happens if no one is available at home to sign for the order?

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.

When will I receive my order?

General ordering:

  • Orders placed between midnight and 3pm are available the next working day for home delivery 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 incorporating same day collections:

  • Orders placed Monday to Friday between midnight and 9am are available after 11am the same working day
     
  • Orders placed Monday to Friday from 9:01am to 2pm are available 2 hours after the order is placed on the same working day.
     
  • Orders placed Monday to Friday after 2pm are available the next weekday working day after 11am.
     
  • Orders placed on a Saturday, Sunday 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.

Identification required in-branch

If I’m buying/exchanging currency in a branch do I need to bring identification?

If you are buying currency and paying by card then you will need to bring one of the following;

  • Valid passport
  • Valid UK or EEA photocard driving licence
  • EEA identity card

We cannot accept anything other than one of these documents. We may also ask for ID for some cash transactions and we may need to verify your identity electronically while you are at the counter (this is not a credit check). You will need to have a permanent UK residential address in order for us to be able to do this. We will not be able to proceed with the transaction if we cannot verify your identity.

I wanted to buy/exchange currency in a branch and brought ID with me. Why did I fail your checks?

There are a number of reasons why we may not have been able to verify your identity, such as the following; 

  • It could be because you have recently moved, or changed your name.

  • It might also be because you may not have a permanent residential address in the UK or that the details on your identification do not match the details that are kept on record for you.

In order to comply with card issuer, banking and crime prevention requirements we must be able to verify your identity. If we cannot verify your identity we cannot proceed with the transaction.

What kind of check do you carry out? Is it a credit check or will it affect my credit rating?

The check that we carry out in-branch is to confirm that the details you are providing in relation to your name, address and the details on your identification document are correct, and that there is no reason for us not to sell you currency. We use an identity-checking service to accomplish this. This is not a credit check and it won’t affect your credit rating, however the check will be recorded against your details and will be visible to anyone carrying out a similar reference check.

Why do you have to carry out a check on me?

Financial sanctions are restrictions put in place by the UN, EU or UK to achieve a specific foreign policy or national security objective. Post Office is prohibited from carrying out certain activities if financial sanctions apply. A breach of these requirements may result in a criminal prosecution or a monetary penalty.

What is a soft credit search/footprint?

Not every instance of your credit report being checked by an organisation will result in a visible ‘footprint’ being left on your report. There is such a thing as a ‘soft credit search’ or a ‘soft credit check’, which is recorded in your credit history, but is not visible to other lenders. This includes things such as identity checks, where a company confirms the details you have provided are correct. Soft searches are recorded on your credit report so that there is a transparent record of who has been viewing your credit history, but should not affect your creditworthiness.

Does the ID verification check leave a credit footprint?

No. However, it does leave a soft ID footprint on your credit file which should not affect your credit rating.

Exchange rates

Are your rates the same online as they are in branch?

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.

Do all your branches have the same rate?

No. Branch exchange rates depend on several factors like branch location, competition, cost of order, convenience, etc. We will always try and offer the best rate subject to this criteria.

What exchange rate will I get on my order?

Exchange rates are displayed during the ordering process.

What is a buyback rate?

This is the rate used when you sell unused currency back to us and is different to the rate at which you purchased currency from us.

Currency

How can I check what rate of exchange is being applied?

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.

How can I find out the currency restrictions for where I'm going?

Certain countries have restrictions on 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 us on 0345 8500 900, Monday to Saturday from 8:30am to 5:30pm.

How do I know which currency to order?

Please contact us on 0345 8500 900 Monday to Saturday from 8:30am to 5:30pm for advice on what is the best currency to take.

What do I do with any leftover currency?

Unused currency can be exchanged for sterling at selected Post Office branches. You may need to produce your original Post Office receipt. Please click here to find your nearest branch.

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