Faq

Do you deliver any currency?

Yes, we have over 50 currencies available for home delivery. They can all be found here - https://www.weswaptravelmoney.com/exchange-rates

Where can my order be delivered?

We send out orders to any UK home address via Royal Mail Special Delivery. The bank account used to make payment or debit card must be registered to the delivery address. We cannot deliver to any alternative addresses.

Orders are fully insured and require a signature on delivery.

What are the delivery charges?

Orders above £750 are free delivery. Orders between £300 and £750 incur a £5 postage fee and orders below £300 incur a £10 postage fee.

Can I choose a delivery date?

Yes, you can choose a delivery date up to 3 days in the future of when you are placing your order. If you require a delivery date further away, you would need to come back nearer the time to place your order.

What happens if I'm not at home when my money is delivered?

The Royal Mail will attempt delivery on the designated delivery date. If no one is available to sign for the order a calling card will be left at your address and it will be taken to your local sorting office where it will await collection or re-delivery. You will need the calling card and photo ID on collection. If your order is not collected within 18 days, it will be returned to us where we can then arrange a refund or re-delivery.

When I collect, what ID do I require?

If you are collecting a home delivery order from the sorting office, you will need your calling card and photo ID.

If you are collecting an order from one of our branch locations, you will need to show a photo ID and your order confirmation.

What if my order hasn't arrived on time?

It is very rare for the Royal Mail to have any delays but on occasion, it can happen. In this case, it normally would arrive on the next working day. You can email or call us for tracking updates - 0208 050 1536.

Can I place an order in more than one currency at the same time?

Yes, you can simply select add another currency and order as many currencies in one order as you need.

Are there limits on the amount that I can order?  (min/max)

There are no limits on what you can order however any orders over £2500 would be broken down into separate packages but sent and delivered at the same time. This is due to the maximum Royal Mail Insurance Limit being £2500.

What card fees do you charge when I make the order?

There are no fees for debit card payments however we only take debit card payments for orders over £1500. We take bank transfer payments for all orders sizes with no charge.

Which exchange rate are you using?

We mark up our exchange rates on our website via XE.com’s live market rate feed.

Which method of payment do you accept?

We accept bank transfer payments for all order size amounts and debit card payments for orders above £1500.

How do I know that my WeSwap Travel Cash order has been successful?

If paying by bank transfer, you will see a confirmation page with an order reference number. The confirmation page will confirm your order details and display our bank account details to make payment too. You will also receive this information by email. You will then receive a further email once we have received your bank transfer payment typically within 2 hours.  If you make the payment over the weekend you will receive the payment received confirmation email on the following working day.

If paying by debit card you will see a confirmation page with an order reference number. The confirmation page will confirm your order details and delivery date.  You will also receive this by email.

What charges are there when buying my currency?

There are no other charges other than the delivery charges for orders below £750.

Orders over £750 are free delivery. Orders between £300 and £750 incur a £5 postage fee and orders below £300 incur a £10 postage fee.

There are sufficient funds in my account, but my payment card has been rejected. What should I do?

You could speak with your bank to check if they are blocking the payment for a security check. This could happen if you are ordering a large amount with us for the first time.

We only accept debit card payments where the debit card is registered to the home delivery address provided.

All of our debit payments go through 3D secure so you would need to make sure your visa secure or Mastercard secure password has been entered correctly if requested.

Alternatively, you can pay by bank transfer.

How do I pay by bank transfer?

When placing your order on our website and selecting bank transfer as the payment method you will see our account details on the confirmation page and a reference number.

You just need to instruct your bank to make a bank transfer payment to us and quote the reference number. You can do this either via Online Banking, Telephone banking or by going to any branch of your bank.

I have paid by bank transfer, have you received my payment?

Typically bank transfers can take up to 2 working hours to arrive in our payment systems. At which time an email confirmation is sent. This email will confirm payment receipt and order. 

Is my money secure with you?

Yes, your money is held in a safeguarded account. All orders paid for before 12pm are sent out the same day so we do not hold your funds for very long unless requested. The safeguarded client account assures none of our customer's money mixes with our own company money.

All currency orders sent out our fully insured by Royal Mail special delivery. It is very very rare for the Royal Mail to ever lose an order but should this happen the Royal Mail will refund us in full and we will refund you.