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Frequently Asked Questions

Placing an order

Payment and charges

About your order and delivery

About Travellers Cheques

How to complain

If I have a complaint relating to my order who should I contact?

Placing an order

Q: Can I place an order for foreign travel money currencies and travellers cheques in more than one currency at the same time?

A: Yes, you can order foreign currency and travellers cheques in a combination of different currencies in one order.

Q: How much can I order online from HSBC?

A: The minimum HSBC Travel Money Online order value is £100 and the maximum order value is £2,000, excluding any delivery charge or commission or other associated fees or charges payable.

Q: How do I know that my HSBC Travel Money Online order has been successful?

A: At the end of the order process you will see a message confirming your HSBC Travel Money Online order has been accepted together with an order reference number. We recommend you note down your order reference number or, if you can, print off the confirmation message. You will need to quote this number if you opt to collect your order from one of our branches. You will also receive a confirmation email from us.

Q: What should I do if I experience difficulties whilst placing my HSBC Travel Money Online order?

A: Should you experience any difficulties when placing your order you can phone on 0845 301 2781 quoting your order reference number, if applicable. (Opening hours 08.30 to 17.30 Monday to Friday. Closed Saturdays, Sundays and Bank Holidays). HSBC Premier customers should contact their 24 hour Premier telephone service on 08457 707 070.

Q: Can I cancel or amend my HSBC Travel Money Online order?

A: Once we confirm your order and it has been paid for you cannot amend or cancel it. One of the reasons for this is that the price of Travel Money is dependent on changes in the financial market which are outside our control. We may at our sole discretion purchase the order back from you at the market rate and on the same terms as are offered for purchase of Travel money from the public on the date in question. This means you may receive less than the purchase price of the original order.

Payment and charges

Q: How much will I be charged to buy Travellers' Cheques and Foreign Currency through the HSBC Travel Money Online service?

A: The rate you see online, will be the rate you are charged for foreign currency and Travellers Cheques. If you are ordering Sterling Traveller Cheques, you will pay a 1.5% commission. Its important to note that there may be charges for using your card to place the order. Please refer to the section below.

Q: What are my payment options?

A: You can use most UK issued VISA or MasterCard credit or debit cards including Solo, Electron, Visa Delta, and Maestro.

Q: When will my payment card be debited?

A: When placing the order you will be requested to input your card details. Once authorisation has been obtained from your card issuer, the payment will usually be debited from your account immediately if you are using a debit card. The date the card is debited for credit cards will usually be the date you placed the order but may vary depending on your card issuer.

Q: How will the transaction appear on my statement?

A: It will appear as "travel money".

Q: Will I be charged to use my payment card?

A: If you pay your order using a credit card we will charge you a handling fee of 1.5% of the order value (minimum charge is £4.00, maximum charge is £15.00). This will be shown in your order summary. We will not charge you for using a Debit Card. You may also be charged a cash advance fee by your card issuer. This will depend on the card issuers terms and conditions and you should refer to them for details. This will NOT be shown on your order summary.

Q: Where and how will my HSBC Travel Money Online order be delivered?

A: Orders can be delivered to the card billing address of a valid UK issued Credit or Debit card held by you, or you may opt to collect your order from one of our bigger branches.

Q: When will my HSBC Travel Money Online order be delivered or ready for collection?

A: Delivery times and dates are not guaranteed. However, we will aim to deliver your travel money as follows:

Order confirmed*	Order delivered home*
Before 12 noon Monday to Thursday	Next working day** by 1pm
After 12 noon Monday to Wednesday	Second working day** by 1pm
Before 12 noon Friday	Monday by 1pm (Saturday deliveries are not guaranteed)
After 12 noon Thursday and before 12 noon Friday	Saturday or Monday after by 1pm (Saturday deliveries are not guaranteed)
After 12 noon Friday, Saturday and Sunday	Tuesday by 1pm

* Days quoted are based on working days. If your order falls over a UK public holiday then an additional day(s) will be added.

** Working day means Monday to Friday excluding UK bank and public holidays.

Delivery to certain remote parts of the United Kingdom may take up to three working days.

Orders received after 12 noon Friday or anytime Saturday or Sunday will be delivered by 1pm Tuesday.

Q: What happens if I want my HSBC Travel Money Online order to be delivered to a different address from my card billing address?

A: Your order can only be delivered to your billing address. This is to enable security checks to be carried out which help to prevent unauthorised card use.

Q: Can I choose to select a delivery date in the future?

A: You may select a specific date for delivery which can be up to ten working days from when you placed your order.

Q: What will happen if I am not at home when my HSBC Travel Money Online order is delivered?

A: Because the order has to be signed for, Royal Mail should leave a card giving details of where the order can be collected. This will normally be your local post office or sorting office. You must take this card with you when you collect your order.

Q: What happens if I do not receive my HSBC Travel Money Online order by the agreed time?

A: In the unlikely event that your order does not arrive as per deliver schedule detailed above you can call us on 0845 301 2781 quoting your order reference number. (Opening hours 08.30 to 17.30 Monday to Friday. Closed Saturdays, Sundays and Bank Holidays).

Q: Who can sign my travellers cheques?

A: Your travellers cheques should only be signed by the person placing the order as the purchase has been registered in their name.

Q: Where do I sign my travellers cheques when I receive them?

A: When you receive the travellers cheques you must sign them immediately, in the upper left-hand corner. If you do not you will not be reimbursed if they are lost or stolen.

Q: Where can I cash my travellers cheques?

A: The travellers cheques you will receive are welcomed around the world and accepted at a wide variety of banks and foreign exchange bureaux. If travelling to the USA you may be able to use your travellers cheques in shops and restaurants as you would cash although identification is sometimes required.

Q: What should I do if my American Express Travellers Cheques are lost or stolen?

A: You must report the loss immediately using the contact details supplied with your cheques. The American Express Travellers Cheque Management unit is available 24 hours a day, 365 days a year. Full contact details will be supplied with your purchase.

How to complain

Q: If I have a complaint or any other observation relating to my online order who should I contact?

A: Please call the Travelex helpdesk on 0845 301 2781 quoting your order reference number. (Opening hours 08.30 to 17.30 Monday to Friday. Closed Saturdays, Sundays and Bank Holidays).