Coronavirus FAQs

Can I buy currency from you?

You can buy currency from us online for Home Delivery or Click & collect from Waitrose and selected John Lewis shops. Currently we only have Bureau de change desks open in Edinburgh and Aberdeen due to government guidelines.

Am I still able to use the buy back service?

Our buy back service is still available at our open Bureau de change desks.

Our buy back guarantee means if your holiday is cancelled, you can return your currency for a full refund within 35 days of your purchase date.

Refunds will be for the full order amount only and you’ll just need your original order receipt or order confirmation, along with the ID you used to make your purchase.

We're still able to buy back currency that wasn't originally purchased from us or is outside of these dates but it will be at that day's buy back rate.*

*The following currencies are currently excluded: Barbados Dollar (BBD), Costa Rican Colón (CRC), Dominican Peso (DOP), Fijian Dollar (FJD), Icelandic Króna (ISK), Jamaican Dollar (JMD), Mauritian Rupee (MUR), Malaysian Ringgit (MYE), Omani Rial (OMR), Trinidad & Tobago Dollar (TTD), Vietnamese Dong (VND), East Caribbean Dollar (XCD), CFP Franc (XPF).

What do I do if I placed an order I now can't collect?

Please get in touch with our Customer Service team by emailing us at service@foreigncurrency.johnlewisfinance.com and we'll get back to you within 24 hours during our opening hours.

Will I still receive a refund if I've already cancelled my order?

If you've already cancelled an order with us, your refund will be processed within 28 working days from the date it is sent back, minus any fees or charges.

Is your Customer Services call centre still open?

We're pleased to say that our call centre is now open again.

If you need to speak to someone, you can call us on 0330 123 3396 (select option 1) or email us at service@foreigncurrency.johnlewisfinance.com where someone will get back to you within 24 hours during our opening hours.

Our opening hours are Monday to Friday, 8am to 6.30pm and Saturday, 8.30am to 5.30pm.

If you are emailing us, please do not include personal information such as your address or payment details.

Other FAQS

TRAVELLERS’ CHEQUES - IMPORTANT INFORMATION

We no longer sell Travellers’ Cheques.

If you have any unused Travellers' Cheques you want to sell back, you can do this online through American Express.

Which currencies are available to buy online?
Approximately 60 currencies are available at one time. However, availability of individual currencies may vary.

 

How much money can I order online?
You can order between £250 and £2,500. Some countries limit the amount of currency you can take in or take out of the country. 

Please note: In the UK you must complete a Cash Declaration form if you are arriving from outside the EU or are travelling directly to a country outside the EU and plan to travel with currency totalling €10,000 or more. For more information and to obtain a Cash Declaration form, visit the HMRC website.


Where can I find the exchange rates you offer?
Our exchange rates are updated every day, except Sundays and bank holidays, to ensure we are offering you the most competitive rate.

Our current exchange rates are shown in our rate table. Our rates are the same whether you choose to buy online or in store.


How many orders can I place?
There is no limit on the number of orders that you can place. However we may apply limits on the maximum amount you can order.


What denominations will I receive?
We provide a mix of notes - high and low denominations - whenever possible. However, we only stock certain denominations, so this cannot always be guaranteed.


Can I order several different currencies?
Yes, you can order notes in different currencies in one single order.


What should I do with unused Travellers’ Cheques?

You can hold onto them for use on your next trip. If you have dated them, you will need to use them within the next six months. Alternatively, if you have Travellers' Cheques you want to sell back, you can do this online through American Express.


What should I do if my Travellers’ Cheques are lost or stolen?
Please call the phone number shown on your Travellers’ Cheques wallet as soon as possible, and have your Travellers' Cheque serial numbers to hand.

Once your claim for the refund is authorised, American Express Travellers’ Cheques will be refunded or replaced worldwide, usually within 24 hours.

 

What do I need to bring to buy foreign currency in store?
To make a purchase at one of the Bureau de change desks in our shops, you'll need to have some valid ID with you. This can be any of the following:

  • A valid UK Photocard Driving Licence (Full or Provisional)
  • A valid Passport
  • A valid EU National Identity Photocard

 

Will I find a different rate at Bureau de change desks in John Lewis shops?
We set the same rates, online and in store, nationwide so you can be confident that you're getting our best rates wherever you shop.

 

I've seen foreign currency offered by another retailer at a different rate. Will you match the price?
If you buy foreign currency from a Bureau de change desk in our shops, your purchase will be covered by our Never Knowingly Undersold policy. So, if you find a better rate elsewhere on the high street, bring a quote slip into store and we will match that price. You can even claim a price match up to 28 days after your purchase - as long as the date on the competitor quote slip matches the original purchase date.

Online orders are not covered by the Never Knowingly Undersold policy.

 

What can I do with any currency I haven't used at the end of my holiday?
We are happy to buy back any leftover notes, provided they are in a sellable condition. We cannot buy back coins or certain denominations of banknotes and can only purchase currency that we stock at that time.

If you have any unused, undated Travellers’ cheques you'd like to sell back, you can do this online through American Express.

 

Why do I need to show ID when buying currency in a Bureau de change or picking up a Click & collect order?
When you're making a purchase in a Bureau de change or collecting a Click & collect order, we'll always ask for photo ID as proof of identity when completing your order with us.

 

How much will I be charged to buy foreign currency notes?
We charge 0% commission on purchases of foreign currency.

Delivery cost details.


How can I pay for my order?
You can pay online with a credit or debit card.

With our Partnership Card, there are no cash advance fees or credit card transaction charges on purchases of John Lewis Foreign Currency.

Unfortunately, it's not possible to pay for your order with American Express cards, gift cards, gift vouchers or a prepay card.


I want to pay with my Partnership Card - will I earn points on my purchase?
You get extra benefits purchasing our Foreign Currency with your Partnership Card, just as you do when shopping in John Lewis and Waitrose - you’ll earn 5 points for every £4 spent.

Also - with your Partnership Card - there are no cash advance fees or credit card transaction charges  on purchases of John Lewis Finance Foreign Currency.


How will I know that the order has been accepted?
You will receive on-screen confirmation. A confirmation email will also be sent to you. You don't need to print this out for Click & collect orders - just bring your order number, the card you used to pay and photographic ID.


How secure is my order?
We realise how important it is to securely store any information that you provide. For more information, please see our Security policy.

 

What is Click & collect?
Click & collect allows you to order online and collect in store at selected Waitrose and John Lewis shops. Simply select the Click & collect option after you have confirmed the currency you are ordering. A collection date will be detailed in your confirmation email - we will send an email and an SMS message when your order is ready to collect. Your order will be held for seven days from the collection date. 

You can collect your order at any time during the opening hours of the store.


What do I need to bring with me when I collect my order?
To pick up the currency you have ordered online, you'll need to bring:

  • Your valid UK photographic driving licence, passport or EU identity card
  • Your order reference number
  • The card you used to place your order


Please note: you don’t need to print your order confirmation email, just have your order number to hand.

Whereabouts in my selected John Lewis or Waitrose shop can I collect my order?
The place where you collect your online order varies according to the type of shop you choose to collect from:

  • Full size John Lewis department stores: our Bureau de change desks
  • John Lewis at Home: Customer Collection point
  • Waitrose: the Welcome Desk
  • Little Waitrose: any till desk


Is there a charge for Click & collect?
Click & collect is free for all orders of £500 or more. There is a £5.50 charge for orders between £250 and £499.99. We do not offer the Click & collect service on orders under £250.


What happens if I don't collect my Click & collect order?
Your order will be held for seven days at the Bureau de change desks in our shops or at your Waitrose Click & collect destination before it is sent back. You will be refunded within 28 working days from the date it is sent back, less any fees or charges. Please see the Terms & conditions for more information.


Can someone else collect my order?
No, only the holder of the card used to placed the order can collect. This helps to protect you against unauthorised card use.


Why do I need to show ID when buying currency in a Bureau de change or picking up a Click & collect order?
When making a purchase in the Bureau de change, to adhere to anti-money laundering regulations we will ask for a photo ID when you are making a purchase using a credit or debit card, or when purchasing a currency amount over £1000. We also reserve the right to ask for photo ID on any transaction which we deem requires enhanced due diligence checks.

 

What are my options for home delivery?
Our standard delivery service delivers on weekdays and is free for orders over £1,000. For orders under £1,000 the delivery fee is £5.50. We've lowered our minimum order value to £250.


How much money can I order online?
We've lowered our minimum order value so you can now order between £250 and £2,500.

Some countries limit the amount of currency you can take in or take out of the country.

Please note that in the UK you must complete a Cash Declaration form if you are arriving from outside the EU or are travelling directly to a country outside the EU and plan to travel with currency totalling €10,000 or more. For more information and to obtain a Cash Declaration form, visit the HMRC website.


Weekend delivery
There is the option of special home delivery on a Saturday for a charge of £3.60 for orders above £1,000 and £8.60 for orders below £1,000. Guaranteed Saturday deliveries will arrive before 9pm.


Next working day delivery
Please note that Royal Mail Special Delivery Guaranteed by 1pm has changed, with deliveries now being made by 4pm the next working day.

Depending on when you place your order, your currency can be delivered the next working day. Please see delivery timetable below:

Order
confirmed
Royal Mail
aim to deliver
Monday
(before 3pm)
By 4pm on Tuesday
Monday
(after 3pm)
By 4pm on Wednesday
Tuesday
(before 3pm)
By 4pm on Wednesday
Tuesday
(after 3pm)
By 4pm on Thursday
Wednesday
(before 3pm)
By 4pm on Thursday
Wednesday
(after 3pm)
By 4pm on Friday
Thursday
(before 3pm)
By 4pm on Friday
Thursday
(after 3pm)
By 4pm on Monday*
Friday
(before 3pm)
By 4pm on Monday*
Friday
after 3pm
By 4pm on Tuesday
Anytime on Saturday
or Sunday
By 4pm Tuesday


*On rare occasions, deliveries may arrive with you by 4pm on Saturday, even if you've specified a Monday delivery. If you are not in to collect this delivery, Royal Mail will leave details on how you can collect or rearrange your delivery.

Please add an extra day for deliveries placed on a bank holiday. No deliveries are made on a Sunday. Regional exceptions apply and delivery to remote parts of the UK may take up to three working days.


Where do you deliver in the UK (including the Channel Islands)?
Please check royalmail.com for the most up to date list of postcodes covered by the Royal Mail Special Delivery Guaranteed service.


What do I need to do to receive an order at home?
For the safety of our customers and Royal Mail staff, UK deliveries do not currently require a signature, however someone will still need to be home to receive the order (this doesn't necessarily need to be the person who placed the order).

Your order can only be delivered to your card's billing address to protect you from unauthorised card use. It also can only be delivered to your residential home address and cannot be delivered to your workplace.

Please note that Royal Mail Special Delivery Guaranteed by 1pm has changed to being made by 9pm the next working day.


Will you call or text me before my delivery arrives?
No, your order will be delivered by Royal Mail Special Delivery™ service. If you have provided a mobile number you may be sent an SMS message by Royal Mail with tracking details for your order.


What happens if no one is in to sign for the order?
If no one is there, your order will automatically go to your local sorting office. Royal Mail will leave a note advising you of this and you will need to collect the item from your local sorting office, or arrange redelivery.

 

Can I change my order?
Unfortunately, because Foreign Currency from John Lewis Finance is a money product, once an order has been submitted it cannot be changed.


Can I cancel my order?
You may cancel your order at any time. However, we reserve the right to apply a cancellation charge, at our discretion, up to the value of £20 per order. You can call us on 0330 123 3396 during opening hours to cancel your order. You will be refunded within 28 working days from the date it is sent back, less any fees or charges.


Will I receive a telephone call from you in relation to my order?
We may call you to request further information to complete your order and/or to comply with regulatory requirements. Therefore, it's important that you provide us with the correct contact details.

If we are unable to reach you, we may need to cancel your order. If your order is cancelled, we will apply a full refund to your payment card to the value of your order, including delivery fees.

At our discretion, we reserve the right not to conduct business with you. If this happens, you will be notified. However, for security reasons, we cannot inform customers of the reasons behind this decision.

 

Please note: If your question hasn’t been answered by the above FAQs, you can find our Customer services contact details and opening hours here.

AC40291.

John Lewis Financial Services Limited (a subsidiary of HSBC Bank plc), registered in England under Company Number 4645530. Registered office: 8 Canada Square, London E14 5HQ. Authorised and regulated by the Financial Conduct Authority under the Financial Services and Markets Act 2000 (Financial Services Register no 715060), and under the Payment Services Regulations 2009 (Payment Services Register no 542750) for the provision of payment services. 'Partnership Card', 'John Lewis Finance' and other terms including 'John Lewis' are John Lewis Partnership brands and John Lewis Financial Services Limited uses them under licence from the John Lewis Partnership.

John Lewis Finance and Bureau de change from John Lewis Finance is a trading name of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England (Registered Company Number 233462).  John Lewis plc introduce the panel of carefully chosen providers in Bureau de change products and services, whom each hold the appropriate licences with the Financial conduct authority and HMRC.

Foreign Currency online from John Lewis Finance is provided by First Rate Exchange Services Limited registration number 4287490 (Money Service Business licence number MLR-64068), whose registered office is at Great West House, Great West Road, Brentford, West London, TW8 9DF England.

Copyright © John Lewis Partnership
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