Terms and conditions

1. Who we are and who can order

Our currency exchange service is provided by Covent Garden FX Limited, registered in England and Wales under company number 10000467, trading at 30 Jubilee Market Hall, Covent Garden, London WC2E 8BE. We are registered with HMRC as a Money Service Business under registration XJML00000169400. This registration does not mean that HMRC guarantees your order.

Our online currency orders and buybacks are for UK residents aged 18 or over, for legitimate personal or business travel. UK delivery only is available. You must provide accurate information and use payment and payout accounts in your own name. Business transactions require the appropriate corporate customer registration. You must act on your own behalf, or as an authorised representative of the registered business, and must not use the service for speculation or investment.

2. Quotes, orders and payment

Check the currency, amount, rate, payment method, charges, address and available fulfilment date before submitting your order. An order acknowledgement records your request; it does not confirm that payment has cleared, compliance checks have passed or your currency is ready.

The checkout shows the payment methods available for your order. These may include debit card, bank transfer and Fena Open Banking. We do not accept credit cards. Bank transfers must be made on the day the order is placed, using the reference supplied. Payment from an incorrectly named account, an incorrect reference, underpayment or late payment may delay or prevent fulfilment. We will contact you about any revised quote or cancellation; late payment does not authorise us to apply a different rate without your agreement.

Payment-provider terms and any charges imposed by your bank also apply. Order limits and any optional service charges are shown before you commit to the order.

3. Online and shop exchange rates

Online rates differ from shop rates. A quote shown while browsing is not a promise that the rate will remain available indefinitely. Your order records the booked rate and the payment and collection conditions that apply to it.

In exceptional market volatility or disruption, or where an obvious pricing error or delayed or incorrect market data means that the booked exchange rate materially misrepresents the available market rate, we may suspend fulfilment and contact you. This may happen after we have received payment.

We will explain the issue and offer you the choice of proceeding at a revised rate that you expressly agree to, or cancelling the affected, unfulfilled part of your order and receiving a full refund of the amount paid for that part, without a cancellation fee. We will not apply a revised rate without your agreement.

We may also suspend or cancel the unfulfilled part of an affected order where there is a currency supply failure, a legal restriction or a required fraud or compliance check cannot be completed. We will explain the reason and contact you promptly where the law allows. If we cancel an unfulfilled order, we will refund the payment attributable to it without a cancellation fee. Nothing in this section removes any remedy you have under applicable law.

4. Selling currency to us

Book a buyback online or ask for a shop quote. Unbooked shop buyback rates may differ from online rates. Follow the completion deadline and other conditions stated on your booking; contact us if you cannot meet them.

For a postal buyback, send your notes using Royal Mail Special Delivery and follow the instructions provided with your order. You are responsible for the postage and for choosing adequate cover. Include the order reference so we can identify the currency on arrival.

We check the amount, currency, denominations and condition of the notes received and complete the required identification and compliance checks. We do not accept coins or €500 notes; contact us about other high denominations before sending them. If the contents differ from your booking or cannot be accepted, we will contact you about any revised amount, rate or return arrangements before completing the transaction. Any revised rate based on the notes’ denominations or condition requires your agreement.

After receipt and verification, payment is typically made within two working days to the bank account nominated on the original order. Missing information, unresolved checks or incorrect bank details may delay payment. Business account payouts require corporate customer registration.

The published cash payout limit is £3,000. Larger cash payouts are discretionary and subject to availability; a 1% cash handling fee applies to the whole cash payout when it exceeds £3,000. Any applicable fee must be made clear before the transaction is agreed.

5. Delivery and collection

Standard home delivery is by Royal Mail Special Delivery. The standard fee is £10 for orders under £1,000; standard delivery is free for orders of £1,000 or more. Saturday delivery, when offered, carries an additional surcharge shown at checkout before payment. This is added to any standard delivery charge and still applies when your order qualifies for free standard delivery. Check the exact charge shown for your order before payment, including any optional service charge. We offer London office delivery subject to availability. Any charge is based on our current delivery pricing and is shown at checkout before payment.

Choose an available date at checkout. Availability depends on the currencies, payment method, cleared funds, stock, compliance checks and opening calendar. We will tell you about a material delay. Delivery estimates do not remove your statutory rights, including any right arising where an agreed essential delivery deadline is missed.

A signature is required for home delivery. Please provide an accurate delivery address and keep the tracking details. Contact us promptly if the parcel is delayed, missing, damaged or incorrect. If a parcel appears to be missing, we will promptly raise an enquiry with Royal Mail and actively pursue a reasonable investigation, following the applicable service waiting periods and claims requirements. We may ask you to provide reasonable information or evidence to assist, including a declaration of non-receipt.

Royal Mail investigations and claims can take several weeks. We will tell you the expected timescale, keep you informed of material updates and actively chase progress. If the investigation takes longer than expected, we will explain the delay, review progress and tell you when to expect a further update. We will notify you of the outcome and arrange any refund or replacement due without unreasonable delay. Nothing in this process removes your applicable legal rights.

For collection, bring the order details and valid identification matching the customer on the order. Contact us if you cannot attend on the selected date. Do not assume an order is ready until we confirm it. If you need someone else to collect, obtain our approval in advance and provide written authorisation and identification for both people. We will not release the order until the required authorisation and identity checks are complete.

6. Denominations and order changes

Denomination requests depend on availability. Any paid denomination service and its charge will be shown before you agree to it. If we cannot meet an agreed request, we will contact you to agree an alternative, a delay or an appropriate refund.

We will seek your agreement before changing the currency amount, rate or charge. We may offer equivalent available denominations, an adjusted amount with the difference refunded, or cancellation and a refund. Please contact us promptly if you need to change an order; changes may no longer be possible after dispatch.

7. Cancellation and refunds

Contact us promptly by telephone or email if you want to cancel before dispatch. Once an order has been dispatched, we do not offer discretionary cancellation; this does not affect any statutory cancellation right or remedy. Completed in-store transactions can be cancelled only if we agree or the law gives you a right to a remedy. If you request cancellation after we have begun processing your order, we may apply a £20 cancellation charge to cover administration and compliance work already undertaken.

Where currency has been specifically sourced and cancellation causes a greater unavoidable supplier unwind loss, we may charge that higher loss instead. This may include the difference between our purchase cost and the amount recovered from the supplier, together with non-refundable supplier charges.

We will explain any deduction, take reasonable steps to minimise losses and will not charge both amounts. Any deduction is limited to our reasonable, unavoidable actual loss caused by your cancellation. Where you exercise a statutory cancellation right, any deduction is governed by the applicable law rather than automatically by our contractual cancellation charges. We may reduce or waive the charge at our discretion. No charge applies to the fee-free cancellation option offered under section 3.

We aim to process an agreed refund within three to five working days; your bank may take additional time to credit it. We may need to verify identity and the original payment source. This does not extend any statutory deadline.

Where the price of your currency exchange depends on financial-market fluctuations outside our control, the usual statutory 14-day cooling-off right does not apply, subject to the applicable legal requirements. You may still ask us to cancel an unfulfilled order; any agreed cancellation is subject to the reasonable charges described above. This does not affect any cancellation right arising by law, your remedies if we fail to perform our obligations, or the fee-free cancellation option in section 3.

8. Errors, missing parcels and complaints

Please check the currency promptly and tell us about any discrepancy as soon as possible, ideally within 24 hours, so we can investigate. A later report does not automatically remove your statutory rights. Keep relevant packaging, tracking information and order records.

If we supplied incorrect currency, we will arrange an appropriate remedy and cover reasonable agreed return postage. Do not post currency back without contacting us for secure return instructions.

Contact [email protected] or phone 0207 240 9921. For a complaint, include your order reference and the outcome you seek. Our published targets are an initial response within seven working days and manager review within 28 working days if unresolved. We aim to respond to general email enquiries within two working days; please telephone during business hours for urgent matters. You may still use any legal remedy available to you.

9. Identity, fraud and anti-money-laundering checks

We may need identity documents, proof of address, information about a business, the source of funds or the purpose of a transaction. We use identity verification and screening services, including LexisNexis, and may need further information or an officer review before an order can proceed.

We may hold or refuse a transaction where required checks cannot be completed, information is inconsistent, or law or a regulatory restriction prevents us from proceeding. We may be unable to disclose some details where doing so would be unlawful. See the privacy notice for how information is used and retained.

10. Responsibility and events outside our control

We are responsible for performing our obligations with reasonable care and skill. If an event outside our reasonable control interrupts service, we will take reasonable steps to limit its effect and discuss the available options, including any applicable cancellation and refund rights.

Nothing in these terms limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot legally be excluded. Nothing limits your statutory consumer rights. The website may occasionally be unavailable for maintenance or because of technical problems. We may temporarily suspend ordering if rate information or other essential systems are unavailable; contact us if a technical issue prevents you completing an order.

11. Privacy and changes to these terms

Our privacy notice explains the information we collect, why we use it and your rights. These terms take effect on 29 October 2026 and apply to website orders placed from that date. Changes apply to future orders; your existing order remains subject to the version agreed when it was placed unless a change is required by law or you agree otherwise.

12. Governing law

English law applies to these terms. If you are a consumer, you retain the protection of any mandatory law that applies where you live. Nothing prevents you bringing proceedings in a court that has jurisdiction under applicable law. If a provision of these terms is found invalid or unenforceable, the remaining provisions continue to apply.