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Help and advice

Help and advice

Below are our most frequently asked questions about Travel Money Now from American Express. If you have any queries please feel free to contact us by phone, email or post.

 

Foreign Exchange Questions

  • What is the currency of the country I'm travelling to?

  •  

    If you aren't sure which currency you need for your destination, or what the import or export limits are, our currency selector tool may help. Please note it is your responsibility to check if your destination country implements any import or export restrictions on currencies.

     
  • What are the minimum and maximum ordering limits?

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    The minimum order value is £150 and the maximum order value is £2,500 for your online order, with a maximum or £10,000 or foreign currency equivalent in any rolling 12 month period. There are no limits to the number of currencies you choose within the order.

     
  • Can I order multiple currency Travellers Cheques and foreign currencies?

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    Yes, you can order different currency Travellers Cheques and different currencies at the same time in the one order from £150 up to a maximum of £2,500.


    We offer the following Travellers Cheques:

    • Australian Dollar
    • Canadian Dollar
    • Euro
    • Sterling
    • United States Dollar
     
  • How can I check which exchange rate is being applied to the Travellers Cheques and foreign currency?

  •  

    The exchange rates can be viewed on the Travel Money Now site as part of the order process, the exchange rates page, and by contacting our Customer Care Team on 0870 850 7814. Calls cost £0.0795 per minute froma BT line, calls from other networks may be higher.

     
  • How much will I be charged to buy Travellers Cheques and foreign currency?

  •  

    We provide 0% commission on over 50 currencies and non-Sterling Travellers Cheques online.

    If you order Sterling Travellers Cheques, there will be a commission charge of 1.5% of the total amount of Sterling ordered, with a minimum charge of £3.00.

    We aim to provide Travellers Cheques and foreign currency at competitive rates. Details of costs are calculated and displayed before you complete your order. Please note that some credit or debit card issuers may charge you a cash advance fee - please check with your card provider regarding any charges which may apply.

     
  • What do I do with the Travellers Cheques when I receive them?

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    Upon receipt of the Travellers Cheques you must sign them immediately, in the upper left-hand corner. This is so that the Travellers Cheques can be reimbursed should they be lost or stolen at any time.

     
  • Is there a fee to cash Travellers Cheques at merchants and/or banks?

  •  

    A fee may be charged for encashment of Travellers Cheques. This is determined by individual banks and bureaux de change. Fees may vary so please check before you encash your Travellers Cheques.

    More information on using your Travellers Cheques.

     
  • What should you do to ensure that your Travellers Cheques are safe?

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    To ensure that your Travellers Cheques are safe, upon purchase you should sign them in the top left-hand corner of each Travellers Cheque. You should then record the number sequence and keep this record separate from the Travellers Cheques and their wallet this can then be used to identify the Travellers Cheques if they get lost or stolen.

     
  • Do you buy back currency/Travellers Cheques I have not used?

  •  

    You can exchange any unused currency or Travellers Cheques at one of the following American Express locations at the following airports:

    • Edinburgh Airport
    • Birmingham Airport

    Please note that Travellers Cheques do not have an expiry date, so you can always use them for your next trip. Please be aware that by purchasing your foreign currency or Travellers Cheques online you have received preferential rates and we cannot guarantee that the rates you will receive at our airport locations will be as competitive.

     
  • What denominations will I receive?

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    Your order will be made up in a mixture of denominations. Your order will be processed with the denominations available and will automatically be rounded to the next available denomination.

     
  • Which countries use the Euro?

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    • Andorra
    • Austria
    • Belgium
    • Cyprus
    • Estonia
    • Finland
    • France
    • Germany
    • Greece
    • Ireland
    • Italy
    • Kosovo
    • Luxembourg
    • Malta
    • Monaco
    • Montenegro
    • The Netherlands
    • Portugal
    • San Marino
    • Slovenia
    • Slovakia
    • Spain
    • Vatican City
     
 
 

Website Questions

  • How will I know if my order has been successful?

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    You will receive a confirmation email, stating that the order has been successfully completed. This email will also contain an order number for your reference.

     
  • How can I pay for my foreign currency?

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    You can pay by any major debit or credit card. We accept American Express, MasterCard, Visa, Visa Debit and Maestro.

     
  • Will there be a charge for using my credit / debit card?

  •  

    We will not charge you, however your card issuer may charge you a cash advance and any other applicable fees as per their terms and conditions.

    American Express Cardmembers must have the Express Cash or Cash Advance facility activated prior to commencing the transaction.

     
  • Can I change or cancel my order after it has been placed and paid for?

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    Once the order has been accepted we are unable to make any changes to your order or cancel your order.

     
  • What happens if my order is declined?

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    If your order is declined you will receive a message informing you of this. Please review the message carefully as you may be able to order via our Customer Care Team on 0870 850 7814. Calls cost £0.0795 per minute from a BT line, calls from other networks may be higher.

     
  • If there is a problem with placing the order, whom should I contact?

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    If, for whatever reason, you experience problems when placing your order online, you can call our Customer Care Team on 0870 850 7814. Calls cost £0.0795 per minute from a BT line, calls from other networks may be higher. Please note we cannot accept orders for home delivery via our Customer Care Team.

     
  • What security do you have for online payments?

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    We have taken a number of steps to enhance the safety and confidentiality of your private information.


    As additional protection for your online transactions, we use 'Verified by Visa' and 'MasterCard SecureCode' schemes to this website as added protection against unauthorised card use.

     
  • My order went through, but why haven't I received my email confirmation?

  •  

    If you haven't received your email confirmation after 5 minutes, please check your junk email folder. If you provided a work or company email address, it may have been blocked by your company. If you still cannot locate it, please contact us and we will be able to provide you with your order details.

     
  • What are Verified by Visa and MasterCard SecureCode?

  •  

    Verified by Visa and MasterCard SecureCode are products that are offered in conjunction with card issuers to give added protection against unauthorised card usage, when shopping at participating online merchants. If your card issuer is signed up to either of these schemes then during the payment process you may see an additional screen requesting your password.

    Please note that when entering your details in this screen you are communicating directly with your card issuer via a secure link. The information that you enter is not disclosed to us.

    If you would like to speak to someone about your card issuer's payment verification programme you must call your card issuer; this programme is operated by your card issuer and only they will be able to assist you with your queries.

     
 
 

Airport Collection Questions

 
 

Home Delivery Questions

  • When should I place my order by for next-day delivery?

  •  

    If your order is confirmed before 2pm on Monday to Thursday, you can receive it the next business day.

    If your order is confirmed after 2pm on Monday to Wednesday, you can receive it in two business days.

    If your order is confirmed after 2pm on Thursday and before 2pm on Friday, you can receive it the following Saturday or Monday.

    If your order is confirmed after 2pm on Friday and anytime on Saturday or Sunday, you can receive it the following Tuesday.

    Please note that the standard Royal Mail Special DeliveryTM Next Day Terms and Conditions apply. Please go to the Royal Mail website for further information.

     
  • When will I receive my order?

  •  

    You can select a delivery date up to 14 days in the future. Your package will be delivered before 1pm (or 5:30pm in rural areas) to 99% of the UK. Please note that Royal Mail may attempt to deliver on a Saturday, even if you did not select delivery on this day. This means for orders requested for delivery on a Monday, we cannot guarantee the order won't be delivered on the preceding Saturday. This is at the discretion of Royal Mail and is beyond our control.

     
  • How much does delivery of the order to my home cost?

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    For orders of £500 or less, delivery will cost £5.  There is no delivery charge for orders greater than £500. Delivery costs are displayed during the order process.

     
  • What is the minimum time between ordering and delivery?

  •  

    For home delivery before 1pm on the next business day, please place your order before 2pm (GMT). Please note that Royal Mail may deliver an order requested for Monday on the preceding Saturday. If you are not home to sign for your order, a "Sorry you were out" card will be left by Royal Mail. You can then collect your order from your local sorting office or arrange delivery on an alternate date on the Royal Mail website.

     
  • How does the Royal Mail Special DeliveryTM Next Day service work?

  •  

    If your order is confirmed before 2pm on business day, it will be dispatched via Royal Mail Special DeliveryTM Next Day, which guarantees delivery before 1pm on the next business days (5:30pm in rural areas). Your signature is required upon delivery. We will not be liable for any losses or expenses arising from late or non-delivery. We are not responsible for deliveries for which Royal Mail has obtained a signature at your residential address but which you have not received. For further details on the Royal Mail Special DeliveryTM Next Day service, please go to the Royal Mail website.

     
  • If my order doesn't arrive by the expected time, what should I do?

  •  

    If you don't receive your order from Royal Mail by the expected time (1pm or 5:30pm in rural areas), you can call us on 0870 850 7814 (call charges apply) or email us at travelmoneynow@aexp.com. We are available to help from Monday to Friday, 9:00am to 5:00pm (GMT).

     
  • Can I have my order delivered to a different address than my registered home address?

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    For home delivery orders, your order can only be delivered to your home address, to prevent unauthorised card use. We may conduct a number of electronic checks against such sources as the electoral roll, phone records and the DVLA to verify your home address.

     
  • Do I need to be at home when my order is delivered?

  •  

    Yes, you will need to sign for your order when delivered by Royal Mail Special DeliveryTM Next Day service. If you are not at home to receive your order, a "Sorry you were out" card will be left by Royal Mail with instructions for collection or to arrange a new delivery date. Photo ID and your signature will be required to collect your package. Please see the Royal Mail website for further information.

     
 
 

Order online

1

Select the product type


2

Choose your currency

Not sure? Click here

3

Enter the amount

Or GBP

Total Order: £0.00

(Rate 0)
 
 

Need more help?

0870 850 78141 1 Monday to Friday 9.00 - 17.00 Calls cost £0.0795 per min from a BT line, calls from other networks may be higher.
 
 

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Help Tips
  • Restricted currency

    The currency you have selected is restricted.

  • Help and Advice

    If you need help with your order you can call us on 0870 850 7814, Monday to Friday 09:00 - 17:00.

  • Denomination

    Change this field if you would like your order to comprise of small or large value notes or Travellers Cheques.