FAQ

 

 

Online Orders

Can I select the currency denominations I receive?
Travelex does not currently offer this option.
Will you charge me for placing an order?
No, Travelex will not charge you an ordering fee. When you order your currency, a full breakdown of costs, such as delivery fees, will be shown on the right-hand side of the page and confirmed by e-mail. Your card issuer may apply separate charges, such as cash advance fees, to your order. Please contact your card issuer directly for details.
What is the cost of delivery?
1,000 yen if your order is less than 100,000 yen. Free if you order is more than 100,000 yen.
Can I get online rates in a Travelex store?
The Travelex Online Rate is an exclusive online rate, only available for online orders.
What methods of payment do you accept?
You can pay for your order using Bank Transfer or Cash on Delivery and Visa or MasterCard credit.
Will I receive order confirmation?
Yes. We will e-mail confirmation to the e-mail address provided, as soon as we obtain payment confirmation.
My order was successful. Why haven’t I received a confirmation e-mail?
If your confirmation e-mail has not arrived after five minutes, please check your junk-mail box. Refer to your e-mail settings to mark Travelex e-mails as acceptable. If you ordered using a company e-mail address, our e-mail may have been blocked by your company.
Why has my order been rejected?
For security reasons, Travelex is not permitted to inform you of the reason your order was rejected.
What kind of ID cards are available in Travelex Online?
You can use passport or driver's license Japanese government issues. Please note:
  1. Acceptable Identification Card is Japanese Passport only when you purchase Cash Pasport.
  2. If you select Store Pickup, you need to provide your ID when you receive your order at Store.
 
Are there any locations Travelex cannot deliver?
Travelex does not deliver to PO Box because of security reasons.
What do I do if my order is not delivered on the date I selected?
Please contact our Customer Service Center(03-3568-1061).
Can I change my order once it has been placed?
Travelex understands that travel plans can change, so we will do our best to amend your order. Changes cannot be guaranteed (for example, if the order has already been dispatched for delivery). If you need to change your order, please contact our Customer Service Center(03-3568-1061)
Can I cancel my order once it has been placed?
You can only cancel within the first 24 hours after ordering. 2,000 yen fee applies to all cancellations. Click here for full details of our cancellation policy.

 

Personal Information

How will you use my personal data?
Your personal data will be used to process your order, including identification and security checks. We will also use your information to let you know about future Travelex deals and offers, unless you tell us not to.
How do I stop receiving marketing from Travelex?
You can opt out of marketing communication when you place an order. If you wish to opt out in the future, follow the instructions included in all marketing communications.
Will my data be shared with other companies for marketing purposes?
Under no circumstances will your personal data be shared with third parties for marketing purposes.

 

Security and Privacy

Is the Travelex website secure?
The Travelex website employs the latest 128-bit encryption technology to ensure that any information submitted through the website is secure. You can check our security settings by clicking on the padlock sign which can be found on the bottom right-hand side of most of our web pages. Click here to read Privacy Policy.
I received an e-mail from Travelex asking for personal details. What should I do?
If we email you, we will never ask you to click on a link that directs you to enter or confirm security information. If you are in doubt regarding the authenticity of an e-mail appearing to be from us, telephone our Customer Service Center (03-3568-1061) immediately for clarification.
What is 3D Secure?
3D Secure is one of service Credit Card companies are providing to prevent fraud orders. Each company is using different name, and "Verified by Visa" is provided by Visa, and Master Card is "Mastercard® SecureCode™".Click here to learn more Verified by Visa. Click here to learn more Mastercard® SecureCode™
What is 3 digits security code?
The 3-digit security code shown on the back of your Visa card lets merchants know that you’re physically holding the card when you make a purchase online or over the phone. Click here for more details

Others

What is the system requirements to view Travelex Online?
Travelex recommends to use following browsers to shop at Travelex Online:
  • Internet Explore 9.0 or higher version (Click here to download the latest.)
  • Latest Mozila Firefox (Click here to download the latest.)
  • Latest Safari (Click here to download the latest.)
  • Latest Chrome (Click hereto download the latest.)
 

 

Contact

General Inquiries

Phone: 03-3568-1061 Hours of Operation: 09:00~17:00 (Except weekend, public holiday and bank holiday)
Email: customerservice@travelex.co.jp We will respond to your e-mail within three business days.

For Travelex stores in other countries, we do not know their services. Please contact them directly.

Your Online Orders
Phone: 03-3568-1093 Hours of Operation: 09:00~17:00 (Except weekend, public holiday and bank holiday)
Email: Online.Orders.JP@travelex.co.jp We will respond to your e-mail within three business days.
Cash Passport Customers
Phone: 03-5728-5290 Hours of Operation: 9:00-17:00 (Except weekend, public holiday and bank holiday)
Western Union Customers (Western Union Customer Service)
Phone: 0034-800-400-733(Toll Free)
Phone: +61-2-9226-9554 (Toll)
Hours of Operation 10:00-19:00 (English operators available for 24 hours)
Global Web Sites