Placing an order FAQs

Who is responsible for the processing of my order?


ICICI Bank UK Plc is responsible for processing of your order. Our Travel Money processing partner “First Rate Exchange Services Limited” are responsible for dispatching your order using Royal Mail Special Delivery.

How secure is your online system?


Our systems and processes make sure that your personal information remains confidential. All your information is encrypted, before going to a secure computer server. Only the secure server can read this data. Finally, we run a data integrity test to make sure that any data sent has been transferred successfully and has not been tampered with in any way. Under no circumstances do we store your payment card details.

Note: This guarantee only applies to credit/debit card purchases made using the ICICI Bank UK PLC secure server. In the event of unauthorised use of your credit/debit card, you must notify your card provider in accordance with its rules and procedures.

 

How much can I order?


These are our transaction limits:

 

Transaction Online Branch Branch
Minimum order amount £200 £200 £200
Maximum order amount £2,500 £2,500 £2,500
If paying by debit or credit card £2,500 £2,500 Not available
If paying by bank transfer Not available £2,500 Not available
Debiting an ICICI Bank UK Account Not available £2,500 £2,500

Can I place an order for foreign currencies and travellers' cheques in more than one currency at the same time?


Yes, you can order foreign currency or travellers' cheques in a combination of different currencies in one order.

Do the Travellers Cheques have to be in my name or can I have them in more than one name?


Travellers Cheques can only be put in one person’s name per order. However, this does not have to be your name, as the system will ask you to enter the name of the person who will be cashing the cheques, during the order process. If you wish to put the Travellers Cheques in more than one persons name you will have to place several orders.

The currency I want to order isn’t on your website, why?


We do stock a wide range of currencies but unfortunately it is not possible to obtain all currencies from suppliers. If the currency you require is not on our website, this means we are unable to supply it.

Are the rates same at the branches?


Yes, the rates are the same online and in branch.

What should I do if I experience difficulties whilst placing my ICICI Bank Travel Money order online?


Should you experience any difficulties when placing your order, you can visit any of the ICICI Bank UK branches and place your order.

What happens after I apply?


Once you have submitted your application, you will receive an email confirming or rejecting your order together with an order reference number within four hours. We recommend you note down your order reference number or, if you can, print the confirmation message. You will need to quote this number in any subsequent correspondence.

If you haven’t received this email, you can contact our helpdesk at 0203 478 5319 (call charges vary according to your service provider). Don’t forget to check your junk email beforehand.

Will you call me about my order?


We may need to get in touch with you to ask for more information. Please make sure your contact details are up-to-date.

 

Also telephone number is a mandatory requirement to be completed while placing your order.

Can I change or cancel my order?


Once we confirm your order and it has been paid for, you cannot amend the order. However, if you have to cancel your holiday due to unforeseen circumstances, we can accept a cancellation request.

Note: Full refunds excluding the 2% credit card charge (if paid through Credit Card) will be given where a holiday has been cancelled due to industrial actions, natural disasters, advisory notice from the Foreign Office not to travel, a health alert in the country of destination. Other reasons may also be considered by ICICI Bank UK PLC subject to a cancellation charge of £20, if the order has not been dispatched to the registered address. In case, the order has already been dispatched to the registered address, we will send you a special delivery envelope, once the currency is returned we will issue the refund deducting £20 as cancellation charge within 5 working days. Refunds will be made at the same exchange rate as given at the time of purchase.

Can I have the Royal Mail tracking number for my order?


For security reasons we do not give out Royal Mail tracking numbers. However, our helpdesk will be happy to track your order for you. Just give us a call on 0203 478 5319 (call charges vary according to your service provider). Please ensure you have your order number handy as this will enable us to track your item.

Why is my order rejected?


Once you submit your order, we electronically verify your identity. This is a regulatory requirement to help combat fraud and money laundering. If we are unable to satisfactorily verify your identity or payment details, then your order will be rejected. For more information please call the ICICI Bank Travel Money customer service centre on 0203 478 5319 (call charges vary according to your service provider).

What if my holiday gets cancelled?


If you cancel your holiday or business trip, within 30 days of placing the order, you can get a refund excluding the 2% credit card charge (if paid through Credit Card) of your payment to ICICI Bank UK Plc by informing ICICI Bank UK Plc about the cancellation. A full refund will only be given where a holiday has been cancelled due to the following circumstances: industrial actions, natural disasters, advisory notices from the Foreign Office not to travel, a health alert in the country of destination. Other reasons may also be considered by ICICI Bank UK Plc.

Refunds will be made at the same exchange rate as given at the time of purchase. Please refer to our Terms and conditions for more information on this.

What if I have received incorrect order?


If you have received an incorrect order or amount of currency, please call the ICICI Bank Travel Money helpdesk on 0203 478 5319 (call charges vary according to your service provider) within 24 hours of receipt of the travel money order. Calls may be recorded for training and quality improvement purposes.