FAQs

FAQs

Click on one of the following categories to reveal related questions and answers. Click on your question to quickly navigate to the answer.

Currencies

Exchange Rates

Payment

Changing/cancelling order

Customer services

Currency

Which currencies are available to buy online?

Approximately 60 currencies are available at one time. However, availability of individual currencies may vary.

In which currencies can I buy traveller's cheques?

American Express Traveller's Cheques are available in Sterling, US Dollars, Canadian Dollars, Australian Dollars and Japanese Yen (online only).

How much money can I order online?

You can order between £300 and £2,500.

Please note, some countries limit the amount of currency you can take in or take out of the country. It is your responsibility to ensure you adhere to these restrictions.

In the UK you must complete a Cash declaration form if you are arriving from outside the EU or are travelling directly to a country outside the EU and plan to travel with currency totalling 10,000 euros or more. This total includes all notes, coins and/or traveller's cheques in any currency.

For more information and to obtain a Cash declaration form, visit www.hmrc.gov.uk.

How many orders can I place?

There is no limit on the number of orders that you can place, however we may apply limits on the maximum amount you can order in a two week period.

What denominations will I receive?

We try to provide a mix of notes whenever possible. However, we only stock certain denominations, so this cannot always be guaranteed.

Can I order cash and traveller's cheques in several different currencies?

Yes, you can order notes and/or traveller's cheques in different currencies in one single order.

Exchange Rates

Where can I find the exchange rates you offer?

Our current exchange rates are shown on the Rate table page of our website.

How often are your exchange rates updated?

Our exchange rates are updated every day, except Sundays and bank holidays, to ensure we are offering you the most competitive rate.

Will I find a different rate at a John Lewis Bureau de change?

We aim to provide our customers with consistent and transparent rates. That's why we set the same rates, online and in store, nationwide; so you can be confident that you're getting our best rates.

Payment

How can I pay for my order?

You can pay online with a credit* or debit card.

For all foreign currency orders made with a credit card, including partnership card, we charge a fee of 0.4% of the total order value. In addition, your credit card provider may charge a cash advance fee. 

Unfortunately, it's not possible to pay for your order with American Express cards, gift cards or gift vouchers.

Can I pay with gift vouchers?

You can pay online with a credit or debit card. Unfortunately, it's not possible to pay for your order with gift cards or gift vouchers.

Can I use a prepay card to pay for my foreign currency?

No, as this would be a cash to cash transaction, you cannot use a prepay card to buy travel money.

How much will I be charged to buy foreign currency notes and traveller's cheques?

We provide foreign currency at competitive rates with 0% commission and no hidden fees.

We offer free UK delivery for orders over £500 on weekdays.

For weekday orders under £500, a £7.68 delivery charge applies.

There is an option for a special home delivery on a Saturday and this will be charged at £11.28 for orders under £500 and £3.60 for orders over £500.

There is no charge for using our Click & collect service for all orders of £300 and over. 

There are no fees for foreign currency orders placed using a debit card although we charge 0.4% on all credit card* transactions. In addition, credit card providers may charge a cash advance fee.

Will I be charged for paying with a credit card?

For all foreign currency orders made with a credit card, including partnership card, we charge a fee of 0.4% of the total order valuePlease note, that your credit card provider may charge a cash advance fee for buying currency and you may start paying interest from the point of sale. Please speak to your provider directly for more information about cash advance fees.* 

I want to pay with my partnership card will I earn points on my purchase?

You get extra benefits for paying with your partnership card, just as you do when shopping in John Lewis and Waitrose. You can earn one point for every £1 spent when you purchase from John Lewis Foreign Currency using your partnership card.  You will receive an interest free period of up to 56 days for the purchase (if you pay your balance in full every month by the due date). Please note, there is a 0.4% fee for all foreign currency purchases made with a partnership card. Representative 16.9% APR variable. AC38465

When will my payment card be debited?

We will take payment on the day your order is placed or shortly after.

How will I know that the order has been accepted?

You will receive on-screen confirmation. A confirmation email will also be sent to you, which you will need to print for Click & collect orders.

What happens if my payment is not accepted?

If your payment is not accepted, you will receive an on-screen message to let you know.

How secure is my order?

We realise how important it is to securely store any information that you provide, please see our Security policy.

Can I verify your site security?

We use QuoVadis to secure our website. Please view our QuoVadis certificate for more information.

Changing/cancelling order

Can I change my order?

No, because foreign currency is a money product, once an order has been submitted it cannot be changed.

Can I cancel my order?

You may only cancel your order before we dispatch it. We reserve the right to apply a cancellation charge, at our discretion, up to the value of £20 per order.

Customer services

Who should I contact if there is a problem placing my order?

If you are experiencing problems with your credit or debit card, please speak directly to your card provider.

If you are having problems with our service, please call our customer services team on 0330 123 3396.

Our opening times are:

DayOpen
Monday 8.30am to 6.15pm
Tuesday 8.30am to 6.15pm
Wednesday 8.30am to 8.15pm
Thursday 8.30am to 9.15pm
Friday 8.30am to 6.15pm
Saturday 8.30am to 7.15pm
Sunday 9.30am to 6.15pm

Our call centre is closed on 25 December and 26 December.

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

We may call you to request further information to complete your order and/or to comply with regulatory requirements. Therefore, it's important that you provide us with the correct contact details.

If we are unable to reach you, we may need to cancel your order. If your order is cancelled, we will apply a full refund to your payment card to the value of your order, including delivery fees. 

At our discretion, we reserve the right not to conduct business with you.

If this happens, you will be notified. However, for security reasons, we cannot inform customers of the reasons behind this decision.

I've seen foreign currency offered by another retailer at a different rate. Will you match the price?
If you buy foreign currency from an in store John Lewis bureau de change, your purchase will be covered by our Never Knowingly Undersold policy. So, if you find a better rate elsewhere on the high street, bring a quote slip into store and we will match that price. You can even claim a price match up to 28 days after your purchase - as long as the date on the competitor quote slip matches the original purchase date. 
Online orders are not covered by the Never Knowingly Undersold policy. 

What can I do with any currency I haven't used at the end of my holiday?

Currency notes: We are happy to buy back any leftover notes, provided they are in a sellable condition. We cannot buy back coins or certain denominations of bank notes and can only purchase currency that we stock at that time.

This can be done at one of our Bureau de change desks. Please see our Shop finder page for locations.

Please note that buy rates will differ to sell rates.

Proof of purchase may be required so please retain your receipt, just in case.

Alternatively, your local high street Bureau de change may provide a buy back service.

Traveller's cheques: You can save these for a future holiday. If you have dated them, you will need to use them within six months.

Alternatively, we are happy to buy back any unused traveller's cheques. This can be done at one of our Bureau de change desks. Please see our Shop finder page for locations.

Please note that buy rates will differ to sell rates.

Proof of purchase may be required so please retain your receipt, just in case.

Alternatively, your local high street Bureau de change may provide a buy back service.

* Fees and charges will apply if you are using a credit card 

Delivery specifications

Delivery Times

Receiving your delivery

Customer Services

Delivery specifications

How is currency delivered?

For delivery to a UK address, your currency will be delivered via the Royal Mail Special Delivery Guaranteed™ service and is subject to Royal Mail's special delivery conditions.

How much do you charge for delivery?

We offer free UK delivery for weekday orders over £500.

For weekday orders less than £500, a £7.68 delivery charge applies.

There is an option for a special home delivery on a Saturday and this will be charged at £3.60 for orders over £500 and £11.28 for orders under £500.

Where do you deliver in the UK?

Please check www.royalmail.com for the most up to date list of postcodes covered by the Royal Mail Special Delivery Guaranteed service.

Do you deliver to the Channel Islands?

Please check www.royalmail.com for the most up to date list of postcodes covered by the Royal Mail Special Delivery Guaranteed™ service.

Delivery Times

When will my order be delivered?

Royal Mail delivery times:

Order confirmedRoyal Mail aim to deliver
Monday, before 3pm By 1pm on Tuesday
Monday, after 3pm By 1pm on Wednesday
Tuesday, before 3pm By 1pm on Wednesday
Tuesday, after 3pm By 1pm on Thursday
Wednesday, before 3pm By 1pm on Thursday
Wednesday, after 3pm By 1pm on Friday
Thursday, before 3pm By 1pm on Friday
Thursday, after 3pm By 1pm on Monday*
Friday, before 3pm By 1pm on Monday*
Friday, after 3pm By 1pm on Tuesday
Anytime on Saturday or Sunday By 1pm on Tuesday

*On rare occasions, deliveries may arrive with you by 1pm on Saturday, even if you've specified a Monday delivery. If you are not in to collect this delivery, Royal Mail will leave details on how you can collect or rearrange your delivery.

Please add an extra day for deliveries placed on a bank holiday. No deliveries are made on a Sunday. Regional exceptions apply and delivery to remote parts of the UK may take up to three working days.

You can specify a guaranteed Saturday home delivery for a charge of £3.60 for orders over £500 and £11.28 for orders under £500. Guaranteed Saturday deliveries will arrive before 1pm.

Do you deliver at weekends?

You can specify a Saturday home delivery for a charge of £3.60 for orders over £500 and £11.28 for orders under £500.

Can I get next day delivery?

Depending on when you place your order, your currency can be delivered the next day. Please see "when will my order be delivered" for further information.

Receiving your delivery

Will I need to show personal identification to sign for my delivery?

No, UK deliveries only require a signature at the billing address.

Can my order be delivered to a different address from my card billing address?

No, your order can only be delivered to your card's billing address to protect you from unauthorised card use.

However, we do offer a Click & collect service allowing you to pick up your order from selected John Lewis and Waitrose shops. For more information, please see the Shop finder page on our Foreign Currency website.

Will you call or text me before my delivery arrives?

No, your order will be delivered by Royal Mail Special Delivery™ service.

Does someone need to be in when my order is delivered?

Yes, your order will be delivered by Royal Mail Special Delivery Guaranteed™ service and will need to be signed for.

Can someone else sign for my delivery?

Yes, someone else at the billing address can sign for the order.

What happens if no one is in to sign for the order?

If no one is there, your order will automatically go to your local sorting office. The postman will leave a note advising you of this and you will need to collect the item from your local sorting office, or arrange redelivery.

Customer Services

I have received my order, but there is a problem. Who should I speak to?

If you are having problems with our service, please call our Customer Services helpline on 0330 123 3396.

Our opening times are:

DayOpen
Monday 8.30am to 6.15pm
Tuesday 8.30am to 6.15pm
Wednesday 8.30am to 8.15pm
Thursday 8.30am to 9.15pm
Friday 8.30am to 6.15pm
Saturday 8.30am to 7.15pm
Sunday 9.30am to 6.15pm

Our call centre is closed on 25 December and 26 December.

What is Click & collect?

Click & collect allows you to order online and collect in store at selected Waitrose and John Lewis shops.

How do I choose Click & collect for my order?

Simply select the Click & collect option after you have confirmed the currency you are ordering.

Is there a charge for Click & collect?

There is no charge for collecting your order via our Click & collect service on order to the value of £300 or above. We do not offer the Click & collect service on any orders under £300.

Which shops offer a Click & collect service?

Our Click & Collect service allows you to pick up your order from selected John Lewis and Waitrose shops. For more information, please see the Shop finder page on our Foreign Currency website.

How long do I have to pick up my Click & collect order?

Your order will be held for seven days from the collection date.

What happens if I don't collect my Click & collect order?

Your order will be held for seven days at the John Lewis Bureau de change desk or at your Waitrose Click & collect destination before it is sent back. You will be refunded within 28 working days from the date it is sent back, less any fees or charges. Please see the Terms & conditions for more information.

What time can I collect my order from the shop?

Your order will be available to collect from 2pm on your chosen collection day. Orders are held in store for seven days from your collection date before they are sent back.

Please see our Shop finder page for details of shop opening hours.

I can't select Saturday or Sunday as an option for Click & collect. Can I collect my order on a Saturday or Sunday?

Yes. Foreign Currency is only delivered to our shops on weekdays, but as orders are held in store for seven days, you can still collect your order at the weekend. Simply select the Friday before your chosen collection date on the dropdown menu. Your order will arrive in store on Friday, ready for collection on Saturday or Sunday.

Where in John Lewis shops should I go to collect my order?

Simply go to the Bureau de change desk at your selected John Lewis shop, the Welcome Desk in Waitrose supermarkets or at any till in Little Waitrose shops.

Can someone else collect my order?

No, the person who placed the order must also collect it. This helps to protect you against unauthorised card use.

What do I need to bring with me when I collect my order?

To pick up the currency you have ordered online, you'll need to bring:

  • Your UK photographic driving licence, passport or EU identity card
  • Your order reference number
  • The card you used to place your order

Buying traveller's cheques

Signing and dating traveller's cheques

Cashing traveller's cheques

Unused traveller's cheques

Buying traveller's cheques

Why should I choose traveller's cheques?

American Express Traveller's Cheques are recognised around the world. If they are lost or stolen, they can be replaced, so they are a safe alternative to cash. For an up to date list of countries and locations where American Express Traveller's Cheques are accepted, please see the American Express location finder.

In which currencies can I buy traveller's cheques?

American Express Traveller's Cheques are available in Sterling*, US Dollars, Canadian Dollars, Australian Dollars and Japanese Yen (online only).

*Please note: for Sterling traveller's cheques only there is a commission fee of 1.5% of the total order value (minimum £3, maximum £50).

Is there a fee to cash traveller's cheques?

Normally there is no fee when you use traveller's cheques in shops, restaurants and hotels. However, a small percentage of merchants and banks may charge a fee at their sole discretion and banks apply their own policy when providing encashment and exchange transactions.

Should I use traveller's cheques instead of foreign bank note currencies, credit cards or ATMs?

We recommend you take a variety of payment methods with you when you travel as each has its benefits.

  • Foreign currency bank notes:
    • It's helpful to carry foreign currency to cover your expenses like refreshments and taxis while travelling to your destination.
  • Traveller's cheques:
    • Can be used like cash in many shops, hotels and restaurants around the world, but are safer to carry around because they are replaceable.
    • Can be replaced worldwide if lost or stolen, usually within 24 hours.
    • Have no expiry date so can be kept for your next trip (unless you date them, and then they are valid for six months).
  • Credit and debit cards:
    • It is often a good idea to use credit cards for purchasing valuable goods that you want to bring back with you because of the insurance benefits they offer.
    • Remember that while using credit/debit cards at ATMs allows you to obtain currency as you need it, in most cases you will incur extra charges for making a transaction abroad, for a cash advance - and in some cases for use of the ATM.

Signing and dating traveller's cheques

Where do I sign the traveller's cheques?

When you get your traveller's cheques you must sign them immediately in the top left hand corner. This ensures that they can be reimbursed if they are lost or stolen.

When should I fill in the date on my traveller's cheques?

The date, in the top right hand corner, should be filled in upon use, just like a personal cheque. Once you have dated your traveller's cheques they will need to be used within six months.

What happens if my signatures don't match?

You will usually be allowed to re-sign the traveller's cheque on the back, so the signatures can be compared again. If the acceptor is unsure, they will call American Express to obtain authorisation.

Cashing traveller's cheques

How do I cash traveller's cheques?

Simply present the traveller's cheques to the bank or merchant and make sure that the acceptor sees you countersign the bottom left hand corner. As long as the signatures match, payment is guaranteed by American Express.

Why do I have to show my passport when I cash my traveller's cheques abroad?

It is not American Express' policy to ask for identification when cashing traveller's cheques. However, some countries have local legal regulations which require identification to be shown.

What forms of personal identification do I need to use with traveller's cheques?

In most cases you do not need any form of identification so long as your counter signature matches the one on the cheque. However, some banks and merchants may ask for a passport or photo ID for security purposes.

Can I use my traveller's cheques in shops and hotels?

American Express Traveller's 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, bureaux de change and American Express Travel Service Offices. To find the nearest encashment location in your travel destination, please go to www.americanexpress.com/useTC.

Do places that accept American Express cards automatically accept American Express Traveller's Cheques too?

Not necessarily. There is no direct correlation between the two.

When the full face value of the traveller's cheque is not used, is the change returned?

Yes, the change is returned as cash in the local currency.

What should I do to ensure my traveller's cheques are safe?

When you get your traveller's 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 countersign your cheques until you use them, and then only in the presence of the acceptor.

It's also advisable to record the serial numbers from the top right hand corner of your cheques. Keep this record separate from the traveller's cheques themselves. The numbers are required to identify the traveller's cheques should you need to report them lost or stolen.

Ultimately, it's recommended to safeguard your traveller's cheques as you would cash. However, unlike cash, with American Express Traveller's Cheques you have the assurance of a comprehensive refund and travel assistance service.

Unused traveller's cheques

If I return to the UK with some unused traveller's cheques, what should I do with them?

You can hold onto them for use on your next trip. If you have dated them, you will need to use them within the next six months.

Alternatively, we are happy to buy back any unused traveller's cheques. This can be done at one of our Bureau de change desks. Please see our Shop finder page for locations. Alternatively, your local high street Bureau de change may provide a buy back service.

Please note that buy rates will differ to sell rates. Proof of purchase may be required.

What should I do if my traveller's cheques are lost or stolen?

Please call the phone number shown on your traveller's cheques wallet as soon as possible, and have your traveller's cheque serial numbers to hand.

Once your claim for the refund is authorised, American Express Traveller's Cheques will be refunded or replaced worldwide, usually within 24 hours.

I'm having trouble viewing web pages

If you:

  • are having trouble viewing pages on our website
  • need advice on using our website with a screenreader, or
  • need instructions on increasing text size and using our site without a mouse.

See our accessibility information.

If you want to report a problem with the site, please see our Contact us page for details.

Braille or large print documents

Please call our customer service team on 0330 123 3396 for more information about the service you need and to request documents in a specific format.

Our opening times are:

DayOpen
Monday 8.30am to 6.15pm
Tuesday 8.30am to 6.15pm
Wednesday 8.30am to 8.15pm
Thursday 8.30am to 9.15pm
Friday 8.30am to 6.15pm
Saturday 8.30am to 7.15pm
Sunday 9.30am to 6.15pm

Our call centre is closed on 25 December and 26 December.

Support for the hard of hearing

You can use the relay service provided by the Royal National Institute for Deaf People (RNID). Just dial 18001 before the number you want to call. Most of our services don't have a separate text phone facility.

What do I need to bring to buy foreign currency or traveller's cheques in store?

To make a purchase at one of our in store Bureaux de change you will need to bring one of the following forms of photographic ID:

  • A valid UK Photocard Driving Licence (Full or Provisional)
  • A valid Passport
  • A valid EU National Identity Photocard