Home delivery FAQs

How secure is your online system?

Our security experts use the latest combinations of encryption and technology to keep your money safe and secure. We encrypt all personal data into an encoded form before it's sent over the internet, stopping unauthorised users reading it. We then run a data integrity test to confirm that data hasn’t been tampered with. We also have other layers of security happening in the background but we don’t disclose every procedure for obvious reasons. Rest assured we have lots of procedures in place to keep you and your money safe.

Do you have order limits?

Yes. The maximum you can order in a 14 day period is £7500. If you're paying by phone, the maximum you can order in a 14 day period is £1250, and anything over this must be paid by bank transfer.

We also can’t send more than £7500 to an address per day. If two people were to order over £7500 on the same day to be delivered to the same address, one of these orders would have to be delayed by a day.

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

Yes, but you’ll need to order by phone. Just give us a call on +44 (0) 330 123 1432. Our call centre is open from 9am to 5.30pm, Monday to Friday, and 10am to 1pm on a Saturday (closed Sunday and Bank Holidays).

Can I order over the phone instead?

Absolutely. Give us a call on +44 (0) 330 123 1432 and we’ll process your order for you. Our call centre is open from 9am to 5.30pm, Monday to Friday, and 10am to 1pm on a Saturday (closed Sunday and Bank Holidays).

Can I amend my order?

No, once an order has been placed it can’t be amended. If you need to change your order, we can cancel the order and void the payment. You can then place a new order.

The currency I want isn’t on your website. Why?

We stock over 50 currencies on our website, but it’s not possible for us to get hold of all currencies. If the currency you need isn’t on our website then unfortunately we don’t stock it.

Can I get traveller’s cheques from your website?

We no longer supply traveller’s cheques. If you’re looking for a safe and secure way to manage your money abroad, check out our ICE Clear card. With low fees, transparent pricing and a super simple mobile app, the ICE Clear card makes holiday spending a breeze.

Can I request specific notes in my order?

It’s not possible to request specific denominations when placing orders online, but we always supply our customers with a range of different sized notes in their orders. If you want to place an order with specific denominations, please call our support team on 0330 123 1432 to order over the phone and remember to request the denominations before they take your payment details. While we always make every effort to meet customer requests, it’s not always possible due to currency stock levels – especially during peak periods.

Why can’t your system verify me?

We use a third-party system to verify the identity of all our customers. If our system is unable to verify your identity this could be for a variety of reasons, for example:

  •         You may have inputted your personal information incorrectly
  •         The address you inputted is not your home address
  •         You have not been living at your current address very long
  •         You are not on the electoral roll at the address you provided

Please call our support team on 0330 123 1432 who will be able to explain this in more detail.

What will you be doing with my data? How will it be stored and protected?

We take your privacy very seriously and all the information you provide will be subject to ICE’s Privacy Policy and security standards to ensure it is protected. We only process your personal data in accordance with these principles and our regulatory responsibilities. If you have any questions, please email our privacy team at [email protected]

Do you charge if I use a debit/credit card?

We will not charge you to use a debit card, and neither will your bank. We do not accept payments by credit card.

Can I pay using my company/somebody else’s credit/debit card?

For security reasons, our home delivery service is intended for personal use only and we don’t accept payments by credit card or business debit cards. We also have to send all orders to a home address, which must match the billing address of the card used for payment.

Can I pay by bank transfer?

Online orders cannot be paid using bank transfer, but you can pay by bank transfer for orders placed by telephone. 

You can make a bank transfer through online banking, telephone banking or in your branch. If you are unsure how to do this, please contact your bank and they will be able to explain the process. Our bank details are included in your order confirmation email.

For more information, contact our call centre at +44 (0) 330 123 1432.

I have placed my order but the payment isn’t showing in my bank account?

If you have received a confirmation email with an order number then your order has been successful. It might just take a few days for the money to be debited from your bank account. 

I know that I have enough money in my account but my card has been rejected. What should I do?

You may be restricted by the cash limit imposed by your card issuer. You must either order an amount below your cash limit or use an alternative card. Please check with your bank.

Do you charge delivery fees?

Delivery is free on orders over £700.

Order before 3pm to receive your order the next working day. Orders made after 3pm will be delivered the day after (excludes Sundays & Bank Holidays).

If you order under £700, we charge a small delivery fee to cover our costs:

Below £99: £9.45
£100 - £299: £7.45
£300 - £699: £4.75

If you would like your order to be delivered before 1pm on a Saturday this costs an additional 99p.

What are your delivery options?

Free next-day delivery when you order over £700

  • Order before 3pm Monday to Friday (excluding bank holidays) and get your order before 1pm the next working day
  • Order after 3pm, and we'll dispatch it the next working day (and it'll get to you the following day) 
  • If you order after 3pm on a Friday and before 3pm on a Monday, your order will be dispatched on Monday for delivery by 1pm on Tuesday
  • Upgrade to next-day delivery before 9am for £14.99
  • Request Saturday delivery for 99p (just place your order before 3pm on Friday, and choose Saturday delivery at the checkout).  

For orders under £700

If you order under £700, we charge a small delivery fee to cover our costs:

Below £99: £9.45
£100 - £299: £7.45
£300 - £699
: £4.75

Can I change the date of my delivery?

Unfortunately the date of your delivery can’t be changed once your order has been placed.

Can I have the tracking number for my order?

We don’t give out tracking numbers for security reasons. However, our support team will be happy to track your order for you. Just give us a call on 0330 123 1432 and make sure you have your order number to hand.

Can I have my order delivered to my work address or another address?

For security reasons, we can only deliver to your home address and it needs to be the same as the billing address of the card used for payment.

Can I pick up my order from one of your branches instead of having it delivered?

No – but if you’d like to pick up your currency in person and still get a discounted rate, then our Click & Collect service is perfect for you. Click & Collect gives you discounted rates on Euros and US Dollars at over 30 stores nationwide. Click here to find your nearest location.

Who can sign for the delivery?

Your order will be sent fully insured via Royal Mail, so it needs to be signed for by someone at the address listed on the package. It can be signed by anyone at the address.

Do you offer a currency buy-back service?

Yes. If you return from your travels with unspent holiday money, we will buy this back at our buy-back rate up to a maximum of £300 worth of currency from customers who have originally purchased from us and only one buy-back is permitted per order. You can find out more on our ‘Buy back’ page.

How can I use buy back if I have ordered online?

Simply send an email to [email protected] with your order number and how much of a particular currency you would like us to buy back. We will then be able to give you a quote and let you know the process for sending the currency back to us.

Do I need to request buy back within a certain time period?

No, there are no time limits. Simply send an email to [email protected] with your order number and how much of a particular currency you would like us to buy back. We will then be able to give you a quote and let you know the process for sending the currency back to us.

What is your Price Match Guarantee?

If you find a better deal on another UK website, we’ll beat it when you order over £1000. Just give us a ring and we promise to offer you a better price. Our opening hours are 9am to 5.30pm, Monday to Friday, and 10am to 1pm on a Saturday. We are closed Sunday and Bank Holidays. For more details about Price Match Guarantee, please read our Terms & Conditions.

Still have a question?

Contact us