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New-look travel app out now

Our revamped travel app’s out now. It makes buying, topping up and managing Travel Money Cards with up to 22 currencies a breeze. Buying and accessing Travel Insurance on the move effortless. And it puts holiday extras like airport hotels, lounge access and more at your fingertips. All with an improved user experience. Find out what’s changed.


Common travel money questions

Ordering currency

Common ordering questions

  • The minimum order is £400, and the maximum order is £2500.

  • 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.

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

  • 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. Find details your local branch if you wish to contact them. 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.

Fees, charges and restrictions

  • 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.

  • 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.

  • 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).

Completing orders

  • 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 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.

  • General ordering:

    • Orders placed Monday – Friday by 3pm are available the next day, including Saturday for collection from a branch or home delivery
    • Orders placed after 3pm are available the following working day, including Saturday

    Orders incorporating same day collections:

    • Orders placed Monday to Friday by 9am are available after 11am the same working day
    • Orders placed Monday to Friday by 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 working day after 11am
    • Orders placed on a Saturday, Sunday or bank holiday are available the next working day after 11am
  • Cancellation can only be undertaken prior to dispatch of your order. A £20 cancellation fee may apply.

Delivery and general queries

General questions

  • 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 dropdown list. You will, however, be offered a home or branch delivery service which is available next working day, provided you order before 3pm.

  • 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.

  • 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.

  • Please make sure you’re 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 you’re using a smartphone, please ensure you are using portrait view to minimise issues whilst ordering.

Delivery questions

  • 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™.

  • 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.

  • 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.

Questions about ID

Identification checks

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

    • Valid passport
    • Valid Full 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.

  • 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.

More about ID checks

  • 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.

  • 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.

  • 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.

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

Currencies and exchange rates

Currency questions

  • 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.  

  • 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 dropdown list of currencies when you are entering the amount, we do not currently stock it.

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

  • Certain countries have restrictions on the amount of currency you can take in and 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.

Exchange rate questions

  • 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 like 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.

  • 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.

  • 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.

Financial Ombudsman Service scheme withdrawal

What is the Financial Ombudsman Service scheme?

Contact us about buying Travel Money online

For questions about orders made online, please message or call us here.

By phone

Call us on: 0345 8500 900

  • Monday to Saturday: 8:30am – 5:30pm

Contact us about buying Travel Money in branch

If you have a question, feedback or complaint about your experience in branch, here’s how to tell us.

Send us a message

Please complete our enquiries form to tell us what you’d like to know or share feedback on your experience.

Make a complaint

If you’re not happy with your Post Office experience, please let us know and we’ll do our best to put things right.

Call charges: calls to 03 numbers will cost no more than calling a standard geographic number starting with 01 or 02 from your fixed line or mobile and may be included in your call package dependent on your service provider. Calls may be monitored or recorded for training and compliance purposes.