Buying travel money FAQs

Are there charges?

The Travel FX service has been designed to offer the best deal for your foreign currency. This means NO commission with competitive exchange rates. Delivery is free when you order £700 or more (we charge £4.75 for orders below £700). A card processing fee of 2% will be charged if you opt to pay by credit card (free when paying with all debit cards).

How do I know my payment details are secure?

Travel FX operates a totally secure order system, so your personal information is fully protected. Our secure server software encrypts all your personal information including credit or debit card number, name and address.

How does the security process work?

All your information is authenticated, before going to a secure computer server. The encryption process takes the characters you enter on your PC and converts them into bits of code that are then securely transmitted over the Internet. Only the secure server can read this data. Finally, we run a data integrity test to make sure that any data sent has been transferred successfully and has not been tampered with in any way. Our processes make sure that any personal information remains personal. Note: This guarantee only applies to credit / debit card purchases made using our secure server. In the event of unauthorised use of your credit / debit card, you must notify your card provider in accordance with its rules and procedures.

Will my personal details be used for anything other than processing my order?

We will never release your details to Third Party organisations. However, we may contact you from time to time with further offers/products which we believe may be of interest to you. Please note that calls may be recorded and analysed for fraud protection or training purposes.

I haven't received my email confirmation, what should I do?

This should never happen as this is a totally automated service. However, in the unlikely event that you do not receive a confirmation by email, this may be an indication that your order has not been received/processed and we strongly advise you call our dedicated Customer Service Centre on 020 3465 8205

How will my order be delivered?

All orders are despatched using Royal Mail Special Delivery, which guarantees next working day delivery before 1:00pm. A signature will be required on delivery of all orders. Please place all orders at least 3 days before it is required. We will not be liable for any losses or expenses arising from late or non-delivery, if Royal Mail fails to deliver an order, a full refund may only be given after 10 working days of dispatch.

When will I receive my order?

Day order placed Day order processed Day order delivered
Before 15:00
Monday Monday Tuesday
Tuesday Tuesday Wednesday
Wednesday Wednesday Thursday
Thursday Thursday Friday
Friday Friday Monday
Saturday Monday Tuesday
Sunday Monday Tuesday
After 15:00
Monday Tuesday Wednesday
Tuesday Wednesday Thursday
Wednesday Thursday Friday
Thursday Friday Monday
Friday Monday Tuesday
Saturday Monday Tuesday
Sunday Monday Tuesday

What happens if no-one is at home to sign for my order?

All Special Delivery orders need to be signed for in person. Therefore, it is essential that either yourself, or someone you trust, is at the delivery address. Should no-one be available to sign for the order, notification will be left advising you that the package has been taken back to your nearest Post Office/Sorting Office, which you can then collect at your convenience.

What happens if my order doesn't arrive?

In the unlikely event that your order does not arrive within the specified time frames, please do not hesitate to call our Customer Service Centre on 020 3465 8205, who will make alternative arrangements.

When is the Customer Service Centre open?

Our Customer Service Centre is open:
Monday - Friday 09:00 - 17:30
Saturday 10.00 - 13.00
All calls to our Customer Service Centre are charged at national rates.

What can I do if I am not happy with your service?

Travel FX strives to offer a premier service and we hope that you never have reason to be unhappy. However, we do welcome all feedback as it enables us to constantly improve our service. Feedback should be directed to the following address:

Customer Service Manager
Travel FX
2nd Floor, Woolgate Exchange
25 Basinghall Street

All feedback will be acknowledged within 3 days of receipt and resolved within 7 days.

Which company is supplying me with this service?

The Travel FX service is powered by ICE. ICE is a company part of the Lenlyn Group. Registered in England No: 2080759 VAT No: 649612808.


For more information on Travel FX

please do not hestitate to contact us.

Contact details

Customer Services Manager
Travel FX
2nd Floor, Woolgate Exchange
25 Basinghall Street
London, EC2V 5HA
United Kingdom

Tel: 020 3465 8205

Please note that calls may be recorded and analysed for fraud protection or training purposes.
Travel FX is part of Global Reach Partners Limited, working in conjunction with ICE PLC to deliver foreign currency services.