International Payments FAQs

FAQs

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What are International Payments?

Our International Payments service is ideal if you are looking to make secure bank-to-bank transfers. This may be because you are transferring your salary or pension abroad, paying international tuition fees, making overseas mortgage payments or are paying money to friends or family who live overseas.

It’s not the right option if you want to make a cash-to-cash transfer, you need to collect money from an agent in a hurry or you are sending very small amounts of money.

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Why should I choose John Lewis International Payments?

Whether you’re transferring £50 or £500,000, we’ll handle your transaction with care and expertise.

With John Lewis International Payments, you can make transfers quickly and easily online or you can speak to our Customers Services team who can help you through the transfer process.

We promise fair and transparent exchange rates and transfer fees. We’re also happy to reimburse you if you are charged by your recipient’s bank for the transfer.

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What information do I need to register?

It’s quick and easy to set up an account. You’ll just need to confirm a few personal details.

Even if you don’t make a transfer right away, you can use our service to check the latest exchange rates.

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I'm new to John Lewis International Payments, how do I get started?

Setting up a user account:

It’s quick and easy to set up an account. You’ll just need to confirm a few personal details, including contact information and the currencies you’re interested in transacting. Click on the “Sign up” button to get started.

Even if you don’t make a transfer right away, you can use our service to check the latest exchange rates.

Creating a new transaction:

  1. Confirm the currencies you would like to exchange.
  2. Choose the amount you want to send. You’ll receive an initial estimate and confirmation of the first available payment date for your currency.
  3. Enter your recipient’s bank account details.
  4. Select your payment method. You can pay via bank transfer or a debit/credit card in your name, depending on the currencies and amount you are transferring.
  5. Confirm your transaction and we’ll fix the exchange rate and total cost.

Next steps:

If you choose to pay by bank transfer, we’ll send you our bank details so you can arrange payment from your bank account to us.

Once we have your funds, we make the currency exchange and send them on. Please allow up to four working days for your payment to reach your recipient.

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Who provides the John Lewis International Payments service?

We have carefully chosen HiFX Europe Limited to be our provider as they offer competitive rates and a secure service and they are as committed to customer service as we are. Their experience as one of the largest international money transfer specialists in the UK means they can help you make savings and minimise the impact of fluctuating exchange rates.

Please see our About us page for more details.

Some of the details I’ve received reference HiFX Europe Limited and not John Lewis International Payments, why is this?

The John Lewis International Payments service is provided by HiFX Europe Limited. They have been specially chosen because of their commitment to service, value and choice.

I’ve seen international payments offered by another retailer at a different rate. Do you price match your rates?

We regularly check all main high street bank and building society exchange rates to offer you the best overall price (including banking charges, exchange rates and other fees).

However, our International Payments service is not covered by our Never Knowingly Undersold promise.

I live abroad or am moving overseas, can I use the service?

The John Lewis International Payments service is available to residents of the UK and EEA.

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How do I log in?

To sign in to your account you need to successfully enter your email address with which you registered and password.

How do I create an account?

It’s easy to create an account, you’ll just need to enter a few personal details, including contact information and the currencies you’re interested in transacting. Click on the “Sign up” button to get started.

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What personal details can I update online?

The following details can be updated by logging into My Account:

  • Residential address
  • Email address
  • Contact telephone numbers
  • Saved card details

What are your password requirements?

You will normally be asked to create a password when you first register. If you would like to change your password at any point, you can do this in My Account.

New passwords:

  • Must be between 6 and 32 characters long
  • Must contain letters, and at least one number and/or symbol
  • Will not be case sensitive
  • Should not be easy for others to guess

I've forgotten my password

If you have forgotten your password, please click on the 'forgotten password' link on the Login page. You will be asked for some basic information before being sent an email that will allow you to reset your password.

Can I change my password?

You choose a password when you first register. You can change your password in the ‘My login’ section of My Account.

I’ve forgotten the email address I registered

If you don't know the email address you have registered with us, please call us on 0330 123 3396.

Can I change the email address I have registered?

Yes, you can change the email address you have registered in the ‘My details’ section of My Account.

I've forgotten the answer to my security question

If you can’t remember your security answer or are experiencing problems, please call us on 0330 123 3396.

What is my Client Number?

Your client number will be 10 or 14 characters long. It will have been sent to you when you first opened your account and can also be found on various communications sent to you since then (such as contract notes). You can also see your client number when navigating to My Account when you're logged in.

What is a URC?

URC stands for Unique Reference Code. In certain circumstances, as part of either registration or changing an address, this code is sent out to clients by post. Confirming receipt of this code at your home address provides you and our company with a means of protection against fraud. If you receive a letter containing a code, this can be entered onto our system and you will then be contacted to advise whether any further information is outstanding. Please remember to provide any additional information requested in the letter too.

I haven’t received my letter containing my Unique Reference Code

If you have not received the letter (after allowing a reasonable time for postage) please call us on 0330 123 3396.

Where can I find my URC?

It is contained in certain letters that are sent to clients who are registering or changing their address.

What should I do if I have entered my URC incorrectly or have exceeded the number of attempts allowed?

The URC can also be confirmed to us by email: service@johnlewisinternationalpayments.com or by fax on 01753 829059. Please provide your client number on the email and remember to check if any additional documentation is also still outstanding.

How do I change my billing address?

If you are changing address because you have moved, please also visit the 'My details' section of My Account to update your registered address.

How do I change the name on my card?

If you are updating the name on your card, please also call us to update the name on your account.

How do I change the name I have registered with you?

You can do this by sending us proof of your change of name, this could be a marriage or civil partnership certificate or deed poll.

I am having problems managing My Account, what should I do?

If you are still having problems managing your account, call our Customer Services team on 0330 123 3396.

When should I pay John Lewis International Payments with a debit/credit card?

This is the quickest and easiest way of transacting with us for as payment to us is immediate.

The minimum amount is £50 and the maximum per transaction is £70,000. The card must be in your name and the billing address you enter must match the records held by your bank. You must use a card in the same currency that you are transferring from. If you are sending us GBP to convert to Euros, the currency for the card you wish to use must be GBP.

For your convenience, your card details can be securely saved for future use.

Credit card payments incur a processing fee of 1.6% which is factored into the rate you are offered. The amount relating to this is displayed separately.

Please be aware that when paying by credit card your card issuer may charge a cash advance fee, which could be up to 5%. We are not liable for these charges. We would recommend using a debit card or selecting to pay us by bank transfer.

If I pay with a credit or debit card, will I be charged a handling fee?

You will not be charged for using a debit card.

Your credit card issuer may charge a cash advance fee for your transaction, which could be up to 5%. John Lewis International Payments are not liable for these charges, because we do not set them.

You’ll be charged a 1.6% (GBP) fee for processing credit card payments. This cost will be incorporated into the live exchange rate.

We recommend that you use a debit card instead, or opt to pay us by bank transfer.

If I pay by card, when will my card be charged?

If you choose to pay with a credit or debit card, you should be charged as soon as you confirm your transaction.

What happens if my card is not accepted?

We will alert you to the fact your card has not been accepted, with a message on the transaction screen. Please speak to your card issuer.

If I pay with a partnership card, will I earn points?

You won't earn points on your international payment if you pay with a partnership card.

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Additionally, your credit card issuer may charge a cash advance fee for your transaction, which could be up to 5%. John Lewis International Payments are not liable for these charges, because we do not set them. We charge a 1.6% (GBP) fee for processing credit card payments. This cost will be incorporated into the live exchange rate.

We recommend that you use a debit card instead, or opt to pay us by bank transfer.

What are your debit and credit card requirements?

You must use a card in the same currency that you transferring are from i.e If you are sending us GBP to convert to Euros, the currency for the card you wish to use must be GBP.

Are my saved card details secure?

We do not store your full card details and for your added security, each time you use a saved card, we will request your 3-digit card security code number.

How do I save a card?

Card details can be saved as part of the new transaction process. When you have selected to pay by card and provided the details, you will be asked if you wish to save the card details for future transactions.

How do I delete a saved card?

This can be done by clicking on the 'delete' button next to the appropriate card. This can be done either at Step 4 of a new transaction or via the ‘my cards’ section within My Account.

Why can't I use a saved card?

You must use a card in the same currency that you transferring are from. If you are sending us Sterling to convert to Euros, the currency for the card you wish to use must be Sterling.

Can I edit the details of a saved card?

You can edit certain information via the ‘my cards’ section of My Account.

The system won’t accept my credit/debit card because my billing address country is not included on the dropdown?

We can only accept cards with billing addresses in the countries available in the dropdown menu. If the country you require is not available, please select to pay by bank transfer.

How much can I transfer online?

You can transfer up to £70,000 with a credit or debit card online and up to £100,000 via bank transfer.

How much can I transfer over the phone?

You can transfer amounts over £10,000 on the phone, via bank transfer only.

Can I make a transfer at a Bureau de change desk in a John Lewis shop?

No, you can only set up a transfer online by logging into johnlewisforeigncurrency.com/internationalpayments or by calling our Customer Services team on 0330 123 3396.

Where can I find your exchange rates?

Our exchange rates are updated live as you complete your transfer, so we do not display daily rates.

How do I make a transaction online?

Setting up a user account:

It’s quick and easy to set up an account. You’ll just need to confirm a few personal details, including contact information and the currencies you’re interested in transacting. Click on the “Sign up” button to get started.

Even if you don’t make a transfer right away, you’ll be able to check the latest exchange rates.

Creating a new transaction:

  1. Currency: This is where you specify your currency requirements.
  2. Amount: This is where you enter the amount you require.
  3. Recipient Details: This is where you provide us with the full details of where we are to send your payment.
  4. Payment Details: This is where you select your payment method. You can make a payment by either bank transfer or by debit or credit card (depending on the amount and currency to be transacted).
  5. Confirm the exchange rate and total cost. This is where you confirm the transaction and you will be provided with the next steps required, depending on how you are paying us for the currency you are purchasing.

Please allow up to 4 working days for the beneficiary bank to credit the funds to the recipient account.

Which currencies can I transfer?

John Lewis International Payments gives you access to all the most popular currencies (over 800 currency pairs).

If your currency is not available and you are looking to transact an amount in excess of £10,000, please contact our Customer Services team on 0330 123 3396 who will be happy to discuss your requirements.

Can a transaction be changed?

Once you have confirmed the rate you cannot cancel or change any details of the transaction. Please check the details carefully before confirming the transaction. In the event of a mistake, please contact us immediately on 0330 123 3396.

Can a transaction be cancelled?

Once you have confirmed the rate you cannot cancel or change any details of the transaction. Please check the details carefully before confirming the transaction. In the event of a mistake, please contact us immediately on 0330 123 3396.

When can I make an international money transfer?

You can make online international money transfers 24 hours a day, 7 days a week.

Why do you rates go up and down during the transaction process?

Our rates are linked to the live foreign exchange markets. When the markets are open, the rate you are offered will often fluctuate right up until the moment you confirm your transaction. Your rate is only fixed once you've confirmed your transaction.

When the markets are closed (for example, the weekend), the rate you are offered won't fluctuate - it will have been determined when the markets last closed.

When are your rates updated?

Our rates are updated in real-time when foreign exchange markets are open. When the markets are closed, you will be offered a fixed rate based on the rate when the market closed.

Why is my destination country not available to select?

We are able to make payments to most countries, but you may find some are not available in the list. We have determined that some jurisdictions are high risk to our business or involve a high level of complexity. We therefore reserve the right not to accept or allow payments from or to these countries.

Why have you asked me for additional information before my transfer can be completed?

Occasionally, before or after we have made your payment, in accordance with Anti-Money Laundering obligations, we may need to ask you for more information before it reaches the recipient bank account.

What is an correspondent/intermediary bank?

To enable multi-currency payments to be transferred around the world, international payments are routed via 'Correspondent banks' (often known as intermediaries).

Banks will automatically route their payments through their chosen correspondent bank(s) in other countries, allowing currencies to be moved outside of their domestic area. This principle applies to payments sent and received internationally. Sometimes, your recipient will provide you with a specific set of intermediary bank details that will help us route the payment across the globe. However, this is rare. If you aren't aware of any intermediary details then please don't complete them, or worry. The vast majority of payments do not require any.

Can I change my recipient details once these are saved?

Once you have saved a recipient you can change certain details. However you can’t change the currency associated with this recipient, you will need to create a new set of details.

What is a regular transfer?

If you need to pay an international mortgage, make salary transfers, or have a UK pension sent overseas, then regular transfers are designed for you. Regular transfers allow you to make payments weekly, monthly or at intervals that suit you.

Regular payments can only be arranged on the phone. They can’t be set up online.

Here’s what our regular transfer service allows you to do:

  • Automate your transfers for up to 12 months via Direct Debit, without the need to arrange an online transfer each month
  • Avoid international banking fees each and every time you make a transfer; we don’t charge commission and we’ll even reimburse you if the recipient’s bank charges you for receiving the funds
  • Set up payment dates and schedules, so that you can relax, knowing that your money will be sent on time, every time
  • Track your payments and manage your account online, 24 hours a day, 7 days a week

How do I cancel or change the details of a regular transfer?

Please call us on 01753 829053 to discuss your changes. You may be charged for making these changes.

What is a forward contract?

A forward contract allows you to ‘buy now, pay later’, so that you can lock in a rate for a payment in the future, even if you don’t have all your funds available right now. You will need to pay a security payment within three days and then the remaining balance will be required by the payment date you have selected.

A forward contract can only be arranged over the phone. They can’t be set up online.

For more information, please call us on 0330 123 3396.

How do I cancel or change the details of a forward contract?

Please call us on 0330 123 3396 to discuss your changes. You may be charged for making these changes.

What is a security payment and why is it needed?

When you set up a forward contract, we purchase the total amount of currency you need for you. This is how we fix your rate.

If you decide you no longer want the currency, we have to sell it back to the market at the rate available at that time. If this results in a loss, we deduct the loss from the security payment that you have paid.

A security payment is usually between 5% and 15% of your transaction total.

What is an additional security payment?

An additional security payment is sometimes required on top of an initial security payment.

This would be needed if a currency was fluctuating so much that it could not be guaranteed that the initial security payment was enough to cover our potential losses.

Please note, this is not a charge or a fee but a further ‘part payment’ towards the agreed forward contract and only the outstanding balance would be required on the payment date.

What is a market order?

If you need a specific exchange rate for a currency you can set up a market order. We monitor the markets for you and when the market reaches the exchange rate you want, we buy your currency automatically. You have the opportunity to amend or cancel your market order up until the transaction takes place.

We won’t charge you to set up a market order.

How can I set up a market order? 

Please call us on 0330 123 3396 to discuss your requirement with our team.

What is the current spot rate?

Your current spot rate is the rate you would achieve if you were to carry out a transaction now.

How do I know which codes and numbers I’ll need?

The banking codes you need to use with vary depending on the country you are transferring money to. When you enter the destination country for your transaction we’ll ask you for the banking codes applicable for this country.

How should I format my recipient’s account number?

Enter the number without spaces or dashes.

What’s the difference between a BIC and a SWIFT code?

The SWIFT Code has been renamed BIC which stands for Bank Identifier Code (now also known as Business identifier Code), however most banks still refer to SWIFT codes, SWIFT numbers or SWIFT addresses. These codes are used when transferring money between banks, particularly international transfers.

The BIC/SWIFT Code is the unique identification code of a particular bank. It consists of 8 or 11 characters and can be found on account statements, invoices and documents showing bank account details. The format of any BIC/SWIFT Code that you enter is automatically checked when you enter it using an in-built BIC/SWIFT Code checker. If you still encounter difficulties, please check the details either with the recipient to whom you are sending the funds or with the recipient bank. We will not be able to provide you with this information.

A SWIFT/BIC code will consist of the following characters:

    • 4 characters - bank code
    • 2 characters - 2 digit country code
    • 2 characters - location code
    • 3 characters - branch code, optional ( 'XXX' for primary office)

How do I format a BIC/SWIFT code?

A BIC/SWIFT Code consists of 8 or 11 characters and can be found on account statements, invoices and documents showing bank account details.

A SWIFT/BIC code will consist of the following characters:

      • 4 characters - bank code
      • 2 characters - 2 digit country code
      • 2 characters - location code
      • 3 characters - branch code, optional

The format is automatically checked when you enter it.

If you still encounter difficulties, please check the details either with the recipient to whom you are sending the funds or with the recipient bank. We will not be able to provide you with this information.

What is a national clearing code?

This is a unique identifier for a bank branch, the format of which varies depending on the country.

For example:

      • Canada – 9 characters
      • New Zealand – 6 characters
      • South Africa – 6 characters
      • India – This is known as an IFSC code and is 11 characters long

(please note, the prefix CC/NZ/ZA is not required)

What is a BSB code?

A 'Bank State Branch' (BSB) code is a six digit numerical code used in Australia to identify a branch of a financial institution.

What is a routing code?

Each bank branch has a unique routing number otherwise known as a national clearing code or fedwire number. It is important to use the one belonging to the branch where the beneficiary's account is held.

What is a sort code?

A sort code is a six digit numerical code used in the United Kingdom to identify a branch of a financial institution. Although it can be formatted with spaces or dashes (e.g. 00 00 00 or 00-00-00), please ensure you enter it without spaces or dashes when filling out the recipient's details. .

What is an IBAN?

The format of any IBAN that you enter is automatically checked when you enter it using an in-built IBAN checker. If any of the details are incorrect, please check the format using the list included below under ‘IBAN’. If you still encounter difficulties, please double check the details either with the recipient to whom you are sending funds to or with the recipient bank. We will not be able to provide you with this information.

This information can be found on bank statements, invoices and documents showing bank details of who you are paying. All payments within the EU need to include the beneficiary IBAN and SWIFT/BIC Code. If these details are not quoted, beneficiary banks may reject the payment or alternatively charge repair fees - ultimately transactions may be delayed.

How should I format an IBAN?

IBAN details may or may not state the word IBAN, but will contain a two letter country code that will appear in front of local bank codes and account numbers. For example France = FR, Germany = DE.

Country, number of digits and IBAN formatting examples:

CountryDigitsExample IBAN
Andorra 24 AD3110123141311430211211
Austria 20 AT722015417446584312
Belgium 16 BE79640113678145
Bosnia and Herzegovina 20 BA402305673512139505
Costa Rica 21 CR9653301395024753187
Bulgaria 22 BG91BNBG07722131456789
Croatia 21 HR2321536772974331271
Cyprus 28 CY28113112391356712311638711
Czech Republic 24 CZ7619115556357111456750
Denmark 18 DK6111600776224564
Dominican Republic 28 DO21112365987455236001236300
Estonia 20 EE493314562131256796
Finland 18 FI3223456644111896
Faroe Islands 18 FO2575700012623824
France 27 FR2531152123457811114823767
Germany 22 DE90481513567743124111
Gibraltar 23 GI76BARC206789118100564
Greenland 18 GL9075821376781317
Hungary 28 HU53225671362215412966711111
Iceland 26 IS251260785646756567941440
Ireland 22 IE30BOFI85627753456789
Italy 27 IT71M1653945612165465634567
Kazakhstan 20 KZ556932100145369983
Kuwait 30 KW3663598850012362398753621503
Latvia 21 LV91LATC1145646206112
Liechtenstein 21 LI32199245665435146AA
Lithuania 20 LT232004078912003448
Luxembourg 20 LU391120362264461511
Macedonia 19 MK18411116111153566
Malta 31 MT84XMAL12214562345676456335673
Monaco 27 MC6924599511121162225689303
Montenegro 22 ME36616100678656789062
Netherlands 18 NL01RABO0556785411
Norway 15 NO8677888641568
Poland 28 PL38225116478631624576466498
Portugal 25 PT61111413565647628901265
Romania 24 RO49BNRB2B42145678634761
Saudi Arabia 24 SA2363002369853210366975
Serbia 22 RS46371116754356472480
Slovak Republic 24 SK4223110006654753748652
Slovenia 19 SI67202003564734549
Spain 24 ES0232111567456357462443
Sweden 24 SE4661111566574650005614
Switzerland 21 CH0412345466824563068
Turkey 26 TR441117214664251238952437
United Arab Emirates 23 AE230669853233690124532
United Kingdom 22 GB30BARC20587842037920
Mauritius 30 MU17BAIM3434454578784310121NTS
Tunisia 24 TN6724567318214568468759

How can I pay?

Online, you can pay with a credit or debit card up to £70,000 and via bank transfer up to £100,000.

You can also set up an international payments over the phone. You can only pay via bank transfer over the phone, and the minimum amount is £10,000.

Can I pay by cash or cheque?

No, we cannot accept payment by cash or cheque.

When should I pay John Lewis International Payments with a debit/credit card?

This is the quickest and easiest way of transacting with us for as payment to us is immediate.

The maximum per transaction is £70,000. The card must be in your name and the billing address you enter must match the records held by your bank. You must use a card in the same currency that you are transferring from. If you are sending us GBP to convert to Euros, the currency for the card you wish to use must be GBP.

For your convenience, your card details can be securely saved for future use.

Credit card payments incur a processing fee of 1.6% which is factored into the rate you are offered. The amount relating to this is displayed separately.

Please be aware that when paying by credit card your card issuer may charge a cash advance fee, which could be up to 5%. We are not liable for these charges. We would recommend using a debit card or selecting to pay us by bank transfer.

When should I pay John Lewis International Payments by bank transfer?

You can transfer up to £100,000 via bank transfer online and amounts over £10,000 on the phone.

A bank transfer is a transfer of funds from your financial institution (e.g your bank or building society) to us.

You can organise a bank transfer either via internet or telephone banking or by contacting a branch of your financial institution. You will receive details of our bank account once you have completed the transaction.

We cannot take money from your bank or building society account and we cannot accept payment by cash.

There are different types of bank transfer and these include: Faster Payments, BACS, CHAPS transfer. Please check with your financial institution for more information on the available options, timescales involved and costs.

What happens when I confirm payment?

At this point the transaction is confirmed and binding in line with our standard terms and conditions.

If you have chosen to pay by debit or credit card we will debit your card with the amount agreed.

If you have chosen to pay by bank transfer you must arrange for your bank to send the funds to us.

Our bank details will be provided on screen and also emailed to you immediately once you have confirmed the transaction.

How do you send my payment to my recipient?

We always send your payment by bank transfer.

Please always allow up to 4 working days for the payment to be credited to the recipient's account (from the day we confirm it has been sent).

You will often find that the funds credit well within this period, but the exact timescale will depend on the currency, destination and receiving bank.

What is a payment reference?

If you are not paying currency to your own account you may need to give information to the company/person(s) you are paying so they can identify your payment, you can add/change this for every payment.

When will my payment be sent?

The total processing time varies depending on the method used to pay us (bank transfer or debit/credit card), the time of day that the transaction takes place and the currency being purchased/exchanged.

Typical timescales for your funds to reach us:

If you have paid by debit or credit card, your funds will typically be debited from your account immediately.

If you have selected to pay by bank transfer you should typically allow up to 3 days for us to receive your funds.

Timescales for your funds to reach the account you have specified:

We advise to allow 1-4 working days for the funds to be credited to the account you have specified.

We like to keep you updated throughout the process and we will notify you via SMS/email when we receive your funds and when we have made a payment for your transaction.

When will the payment reach the recipient?

It is the responsibility of the receiving bank to credit the recipient account and the time this takes may vary depending on the bank and the country to which the payment has been sent.

As a general rule this can take up to 4 working days. It is always advisable to check that the payment has arrived.

The earliest payment date will be indicated during the process of transacting online and is tailored to each individual transaction. Please refer to your transaction summary or your contract note which confirms the earliest date on which your payment can be sent – the payment date. The date specified takes into account the date and time that the transaction was booked and the settlement method and currency being bought or sold.

We must be in receipt of cleared funds and onward instructions by midday on the payment date in order to send the payment on the same day.

How do I know if you have received my payment for the transaction?

As part of the service we like to keep you updated and will automatically notify you via email/SMS as soon as we have received your payment for this transaction. You can also monitor progress via the Transactions section of My Account.

How do I know if you have sent my payment?

As part of the service we like to keep you updated and will automatically notify you via email/SMS as soon as we have made a payment for this transaction. You can also monitor progress via the ‘Open transactions’ section of My Account.

What if my payment does not arrive with recipient within expected timescales?

If the payment has not arrived with the recipient after 4 working days of you receiving the payment confirmation, please contact us on 0330 123 3396 and we will investigate.

I’ve received a message to say I’ve reached my maximum total transaction limit, what should I do?

If you have received an error message advising that the maximum total transaction limit has been reached, please call us on 0330 123 3396.

Can I change the payment method for a transaction I have already confirmed?

Once you have confirmed a transaction, the payment method cannot be changed.

What is a bank transfer and how do I set one up?

A bank transfer allows you to move money from one bank to another. You can create a bank transfer online or via your bank’s telephone banking service, if you have this set up for your account. Alternatively, you can visit your local branch.

We cannot take money from your bank or building society account and we cannot accept payment by cash or cheque.

There are different types of bank transfer and these include:

  • Faster Payments
  • BACS
  • CHAPS transfer

You can also check with your financial institution for more information on the available options, timescales involved and costs.

What are Faster Payments?

The Faster Payments Service allows customers to make faster bank transfer payments, typically by phone or online banking up to £10,000 free of charge. The funds will usually credit our account same day dependent on the time of day your financial institution makes the transfer.

What is a BACS payment?

This is a transfer that can be arranged by your financial institution free of charge. The funds typically take three days to clear in our account dependent on the time of day your financial institution makes the transfer.

What is a CHAPS transfer?

When you arrange a CHAPS transfer, the funds will typically credit our account same day dependent on the time of day your financial institution makes the transfer. Your financial institution may typically charge around £20 to £30 for this type of transfer.

What transfer fees do you charge?

If you are completing a new transaction, any transfer fee(s) will be included in the total cost shown to you throughout the transaction process. A charge of £9 is applied to transactions under £3,000. There is no transfer fee for transactions over £3,000.

If you have already agreed your transaction, any subsequent transfer fees will be deducted from your remaining balance.

Every month we check all main high street bank and building society exchange rates to make sure our overall price (including banking charges, exchange rates and other fees) is better.

Will you add additional charges to my transactions?

If you are completing a new transaction, any transfer fee(s) will be included in the total cost shown to you throughout the transaction process. A charge of £9 is applied to transactions under £3,000. There is no transfer fee for transactions over £3,000.

If you have already agreed your transaction, any subsequent transfer fees will be deducted from your remaining balance.

You’ll be charged a 1.6% (GBP) fee for processing credit card payments. This cost will be incorporated into the live exchange rate. your card issuer may also charge a cash advance fee for your transaction, which could be up to 5%. John Lewis International Payments are not liable for these charges, because we do not set them.

We always send the exact amount of money you asked us to in your transaction but there may be occasions when the receiving and/or intermediary bank deducts a fee before crediting the payment to your recipient. Despite us having no control over these third party charges, you’ll be pleased to know that John Lewis International Payments will fully reimburse you the GBP equivalent.

How do I arrange a reimbursement if I have been charged by a recipient bank?

Within 90 days of the charge being applied, please do the following:

    • Set up the GBP bank account, into which you want the refund to be paid, as a recipient in My Account. Details of how to do this are outlined in the following FAQ.

Once you’ve set up the details, email chargerefunds@johnlewisinternationalpayments.com and include:

  1. A copy (scanned or digital photograph) of a bank statement or a receipt from the receiving bank clearly showing the charge(s) received. We recommend you blank out any bank account details before sending this to us.
  2. Confirmation of the template name of the GBP bank account which you’d like us to refund.

Upon receipt of these details, the charges will be refunded to this GBP bank account within six working days.

How do I set up the GBP bank account as a recipient for my refund?

Simply log in to your account and follow the instructions below:

    1. Select Recipients from the menu at the top of the screen
    2. Select Create a new recipient
    3. Enter the details of the GBP account into which you want the refund to be paid
    4. Make a note of the ‘template name’ and check the account details on the summary screen are correct before clicking ‘Save details’

What is a security payment and why is it needed?

When you set up a forward contract, we purchase the total amount of currency you need for you. This is how we fix your rate.

If you decide you no longer want the currency, we have to sell it back to the market at the rate available at that time. If this results in a loss, we deduct the loss from the security payment that you have paid.

A security payment is usually between 5% and 15% of your transaction total.

What is an additional security payment?

An additional security payment is sometimes required on top of an initial security payment.

This would be needed if a currency was fluctuating so much that it could not be guaranteed that the initial security payment was enough to cover our potential losses.

Please note, this is not a charge or a fee but a further ‘part payment’ towards the agreed forward contract and only the outstanding balance would be required on the payment date.

Can I send you an image taken on my digital camera?

Yes, we can accept a clear photographic image of a document.

Can I send you multiple proofs in one file?

Yes you can. When you select from the section 'what are you uploading?', one of the options is 'multiple proofs in one file'. Selecting this tells us that there will be two or more forms of proof in one file.

Do you accept online statements such as screenshots or screen prints as proof?

We are able to accept certain bank statements (not online credit card statements) and utility bills. The main requirement with an online statement is that your full address and name are shown on the same page.

The institutions that we are aware currently meet this requirement are:

  • Bank of Scotland
  • Halifax
  • Lloyds TSB
  • Banque Cantonale Du Valais (France)
  • Certain statements from Wachovia Bank (USA)

We currently also accept the following online utility bills:

  • Free (France)

If you have an online bank statement or utility bill that does not appear on the above list but does show your full address and name on the same page, please upload this and we will be happy to review this for you.

How can I check what the size of the file is that I need to upload?

When a document has been saved to your desktop or a specific folder, if you right click on the file before you open it and go to properties, this will then tell you the file size, ie. 12.1 KB or 2MB..

How long does it take to upload a document?

The upload time will be dependant on the number and size of documents you are sending, as well as the speed of your internet connection. With broadband internet connections this shouldn’t take longer than a few minutes. If you have checked that your internet connection is working and you are still experiencing a delay longer than this or your session times out, please email us the attachments (referencing your client number).

I have a paper copy of my document - how can I upload this?

Documents can be uploaded when they have been saved to a computer. To do this, you can scan the documents, using a scanner, and save this to your computer. Alternatively, by using a digital camera, you can take a photo of the document and save that to your computer. Once you have either scanned or uploaded the document, click on 'Browse' and go to the location that saved the document within your computer, finally selecting the relevant file.

What file formats can I upload?

You can upload any of the following file types: JPG,PDF,TIF,GIF,PNG. Other file types can be less secure and will often be too large to upload. The formats above are generally the easiest to produce and most common . If the document is not in this format, you will not be able to upload it. As an alternative please fax it to 01753 829059 or send us a scanned copy.

What happens once I have uploaded the documents?

We will review the documents within 1 working day and contact you by email to advise the next step. This will either be confirmation that the documents provided are acceptable and an update on the status of your account, or confirmation of any additional requirements.

What if my document is too big?

Most image files can be saved as smaller files by reducing the quality of the image. If you are using a scanner or camera please refer to the instructions for guidelines on how to change image quality. Other common image editing applications allow you to open an image and save it in a different format (.jpg is preferable) which will be smaller than higher resolution images, such as bitmaps (.bmp).

What is the maximum file size I can upload?

The maximum individual file size that you can upload is 5MB.

What should I do if I cannot upload my documents?

As an alternative, please fax it to 01753 829059 or send us a scanned copy.

What types of document do you accept?

Please ensure that all files that you upload are less than 5MB each and are clear enough to be read by someone else.

Proof of Identity:

All documents that we accept are government issued.

The most common proofs are:

  • Valid passport
  • Diplomatic/Embassy issued non-algorithmic passport (for international based clients only) Can we delete if we don’t have international customers?
  • Valid photocard driving licence (full or provisional) including HGV and motor-bike. Please note, there is no requirement for the licence counterpart.
  • EU National ID card (non-UK nationals).

In addition, we can also accept the following proofs of identity:

  • Armed Forces ID card
  • Residence permit issued to EU national in addition to passport
  • Self Employed in the construction industry – tax exemption certificate with photograph of holder (form C155, C156 & C60)
  • Firearms certificate or shot gun licence
  • ID card issued by the electoral office for Northern Ireland
  • Police Registration Certificate
  • Recent evidence of entitlement to state or local authority funded benefit, tax credit, pension, educational or other grant
  • Residence Permit for individuals situated outside of the EEA
  • Birth Certificate (can only be used as secondary ID)

Proof of Address:

All proofs of address must contain your initial and surname as a minimum (for example, we would not be able to accept correspondence addressed to Mr/Mrs Smith) and must be dated within the last three months.

The document must not be blacked out in any way for example, we must be able to see transaction details and account numbers if applicable.

We cannot accept credit card statements, mobile phone bills or a mailshot/generic letter as a proof of address.

If the document that you are intending to upload is not listed here, please use the link 'Other Proof of Address that we accept'.

Please note that we do not accept credit card statements, mobile phone bills or TV licences as proof. We do accept certain online statements.

The most common proofs are:

  • Current bank, building society, credit union statement (not internet) - dated in last 3 months
  • Current Bank, Building Society or credit union letter, personalised to the client, showing they have a current, active relationship. A mailshot/generic letter cannot be accepted if it does not contain personalised account information.
  • Utility (gas, electric, landline telephone, water) bill (not internet) - dated in last 3 months
  • Old or new style driving licence (if you have not used this as a proof of identity)

In addition to the common types of document that we accept, we also accept the following proofs of identity:

  • Armed Forces ID card
  • Residence permit issued to EU national in addition to passport
  • Self Employed in the construction industry – tax exemption certificate with photograph of holder (form C155, C156 & C60)
  • Firearms certificate or shot gun licence
  • ID card issued by the electoral office for Northern Ireland
  • Police Registration Certificate
  • Recent evidence of entitlement to state or local authority funded benefit, tax credit, pension, educational or other grant
  • Residence Permit for individuals situated outside of the EEA
  • Birth Certificate (can only be used as secondary ID)

What are your call centre opening hours?

What are your call centre opening hours?

You can make online international money transfers 24 hours a day, 7 days a week.

You can call us on 0330 123 3396 or 01753 829050 Our call centre opening hours are Monday - Friday 9am – 6pm.