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Questions and answers

Our travel money purchasing service is temporarily unavailable. We apologise for any inconvenience caused and if you have any questions please call on

0345 366 7705

You can also visit the Travelex Customer Information Hub at www.travelex.com/customer-update.

We're here 24 hours per day, 7 days per week

About Virgin Money Travel Money

Who provides Virgin Money with their travel money?

To offer our customers competitive rates and 0% commission on their travel money, we've teamed up with Travelex. Serving 37 million customers, and with over 40 years' experience, our partnership with Travelex lets us offer you stress-free, next day delivery at a great rate.

About your order

Can I get my money in small or large notes?

Unfortunately we can't offer specific notes, but you should get a mix of small and large notes. The exact denomination often depends on the currency we have available at the time of your order.

Are there any fees when buying travel money from Virgin Money?

If you choose to collect from a Virgin Money Store or order over £500 to be delivered to your home, then no fees apply. If your home delivery order is between £150 and £499.99, there's a delivery charge of £4.95.

You will not be charged a card processing fee by us if you choose to pay by debit or credit card. However, your card issuer may apply additional charges and we recommend that you check this with them before you buy your travel money.

About your delivery

What do I need to bring with me if I 'Click & Collect'?

We've made 'Click & Collect' as easy as possible. All you need to bring to your local Virgin Money Store is:

  • The credit or debit card you used to order.
  • A valid passport, a UK photocard driving license or EU ID card.
  • Your order number.

Can I buy travel money from a Virgin Money Store?

You can order currency to collect in Store but we don't offer a cash-on-demand service. The easiest way to order your travel money is either online or over the phone, at home or in Store.

If you choose to place an order for collection at a Virgin Money store, all orders will be available for collection from 1pm on the day* after you place your order, provided we receive and subsequently confirm your order by 2pm on the day you place your order.

* This only applies to orders placed between Monday to Thursday. If Travel Money is ordered before 2pm on a Friday it will be available for collection from 1pm on the following Monday (except Bank Holidays) and any orders placed after 2pm on a Friday and up until 2pm on a Sunday, will be available for collection the following Tuesday.

Will my delivery be secure in the post?

Yes. Your order will be sent using secure Royal Mail Special Delivery which prides itself on a “consistently excellent quality of service”. We will only ever deliver to your debit/credit card billing address and you will be required to sign upon delivery.

What happens if I miss the delivery?

You will need to visit your local Royal Mail depot to collect your order. You will need to take with you:

  • The calling card left by Royal Mail.
  • A valid passport, UK photocard driving license or EU ID card.
  • A recent utility bill showing your name and billing address.

Can I cancel my travel money order?

If you choose to 'Click & Collect' you can cancel your order at any point. You will be charged £10 if you cancel less than 24 hours before collection and we'll deduct this from your refund.

If you choose home delivery you can't cancel or change an order once it has been confirmed. You can, however, return your unused currency to your local Travelex branch and they'll buy it back.

How quickly will I get my money?

With 'Click & Collect' and home delivery you can order your money up to 30 days in advance. If you order before 3pm Monday to Thursday your order will be delivered on the following day. See below for other variations.

Time of order confirmation*Order delivered*
Before 3pm Monday to ThursdayNext working day
After 3pm Monday to WednesdaySecond working day
After 3pm Thursday and before 3pm FridaySaturday** or Monday
After 3pm Friday or anytime Saturday or SundayTuesday

*If you order before 3pm we'll usually deliver the next working day. If you order on a bank holiday (or delivery would be over a bank holiday weekend) please allow an extra day to receive your money.

**If you order between 3pm Thursday and 3pm Friday, Royal Mail may try to deliver your money on Saturday. However this is not guaranteed.

Your travel money will be sent by Royal Mail Special Delivery and a signature will be required.

Royal Mail Special Delivery serves 99% of UK homes. For further details visit royalmail.com.

This service is provided by Travelex Currency Services Limited who provide telephone and online ordering, payment collection, fulfilment and delivery services of foreign banknotes on behalf of Virgin Money Personal Financial Service Ltd. This service is only available to UK residents accessing the service from the UK with payment via a debit card or credit card. Travelex Currency Services Limited is a company registered in England and Wales (Company Registration Number 03797356) with registered office at 4th Floor, Kings Place, 90 York Way, London, N1 9AG and is supervised by Her Majesty's Revenue & Customs. Virgin Money Personal Financial Service Ltd is a company registered in England and Wales (Company Registration Number 03072766) with registered office at Jubilee House, Gosforth, Newcastle upon Tyne, NE3 4PL.