FAQs

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 Credit 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 Credit Card - will I earn points on my purchase?
You get extra benefits purchasing our Foreign Currency with your Partnership Credit 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 Credit Card - there are no cash advance fees or credit card transaction charges on purchases of John Lewis Money 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 full UK photographic driving licence, passport or EU National Identity Photocard
• Your order reference number

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 £500. For orders under £500 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.

Next working day delivery

Please note that Royal Mail Special Delivery Guaranteed time has been reinstated with deliveries now being available by 1pm.

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

*On rare occasions, deliveries may arrive with you by 1pm 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 the Royal Mail website for the most up to date list of postcodes covered by the 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 ensure this is your current address and that you complete the details in full, including the house name and/or number and postcode.

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 Money 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.