Frequently Asked Questions

Online Offers

Please refer to our Online Ordering Service Terms and Conditions for further information. If there is any inconsistency between this Frequently Asked Questions section and the Online Ordering Service Terms and Conditions, the terms of the Online Ordering Service Terms and Conditions should prevail to the extent of the inconsistency.

Can I buy foreign currencies online?

No. Currently you can only reserve your foreign currency banknotes (“Travel Money”) online for collection. Payment will be taken when you collect your Travel Money in-store.

How long can I place an order in advance?

You shall place your order 2-5 days in advance of your selected collection date.

Your order must be received by us by noon (12pm) local time for us to meet the minimum turnaround time. We will use our reasonable endeavors to meet the minimum turnaround time, but we will not be liable for failing to do so.

How much foreign currency can I reserve per order?

All online orders are subject to:

a) a minimum value of RMB 1,500 (or the equivalent in other currencies) per order; and

b) a maximum value of RMB 20,000 (or the equivalent in other currencies) per order for mainland Chinese residents or RMB 6,000 (or the equivalent in other currencies) per order for Other Residents.

These order limits are subject to change from time to time at Travelex's sole discretion. For the purpose of these Terms and Conditions, the term ‘Other Residents’ means residents of Hong Kong, Macau and Taiwan and residents of foreign countries.

What is the maximum annual limit I can exchange annually?

Mainland Chinese resident may convert foreign currency into RMB up to USD$50,000 equivalent annually. Conversion from RMB into foreign currency is up to USD50, 000 equivalent annually.

Other residents may only convert foreign currencies into RMB up to US$50,000 equivalent annually. Conversion from RMB to foreign currencies is not restricted and no annual limit applies.

Above rules are for reference only. Quota and limit restrictions are subject to change according to updates from State Administration of Foreign Exchange of PRC and its regional offices.

Can I request for specific denominations?

No. Requests for specific denominations are not currently available through our on-line reservation service as the denominations are dependent on what our stores have in stock.

Can I change the pick-up date of my order?

No. You cannot amend the pick-up date of your order. Please cancel the order instead by calling the store number listed on your confirmation email.

Can I cancel my order?

You may choose to cancel your reservation at anytime before your selected collection date by calling the store number listed on your confirmation email.

Which stores can I reserve currency for collection at?

You can find the available collection stores on our online ordering screen.

Will I get the rates shown on your website?

Yes. The rates quoted on the website when you click the "Reservation" button will be locked-in and be valid for up to 5 days from the date of the order.


How is the exchange rate for your online purchase determined ?

It is simple, simply select the currency you require and tell us the store you’d like to collect your currency from. In our order confirmation email to you, we’ll give you locked-in rate. The exchange rate applicable to your actual Travel Money purchase is either:

a. the exchange rate set out in the confirmation email provided to you by us; or

b. the exchange rate displayed on the rate board or other exchange rates notified by our staff at the Collection Store at the time of collection.

You may choose one of the above exchange rates whichever is more preferable for you.


What if I want more foreign currency?

You may increase the amount of Travel Money you require when collecting your Travel Money. Please discuss further details with our staff.


About Travelex

How do I find out more about Travelex?

The best source of information is our website. To visit the corporate site, please click here.

I’d like to work for Travelex, how do I find out about vacancies?

Visit our employment section.

Global Web Sites