ICICI Bank Travel Money

Placing an order

Who is responsible for the processing of my order?

ICICI Bank Travel Money is provided in association with ICE Plc (International Currency Exchange Plc). ICE Plc is responsible for processing of your order.

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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 circumstance do we store your payment card details.

Note: This guarantee only applies to credit / debit card purchases made using the ICEPLC 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.

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How much can I order?

These are our transaction limits:

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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.

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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.

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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.

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Are the rates same at the branches?

The rates are the same online, over phone or at the branches when you order up to £1,500. Telephone orders over £1,500 will receive a special rate compared to orders made online or at the branches.

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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 call the ICICI Bank Travel Money helpdesk on 014 55 89 7820. Opening hours from 9am to 5pm, Monday to Friday and 10am to 1pm Saturday. Closed Sundays and Bank Holidays.

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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 014 55 89 7820. Don’t forget to check your junk email before hand.

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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.

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Can I change or cancel my order?

Once we confirm your order and it has been paid for, you cannot amend or cancel it.

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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 014 55 89 7820 (opening hours from 9am to 5pm, Monday to Friday and 10am to 1pm Saturday. Closed Sundays and Bank Holidays). Please ensure you have your order number handy as this will enable us to track your item.

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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 014 55 89 7820 (opening hours from 9am to 5pm, Monday to Friday and 10am to 1pm Saturday. Closed Sundays and Bank Holidays).

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What if my holiday gets cancelled?

In case of cancellation of your holiday or business trip, within 30 days of placing the order, you will get a refund of your payment to ICE Plc by informing ICE Plc about the cancellation. Full refund will only be given where a holiday has been cancelled due to the following circumstances: industrial actions, natural disasters, advisory notice from the Foreign Office not to travel, health alert in the country of destination. Other reasons may be considered by ICE 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.

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Payment options and charges

Do you charge any commission to buy foreign currency notes?

No commission will be charged on your order.

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Are there any postage or handling fees?

If you order more than £450 and you require a standard next working day delivery before 1pm, there are no charges. However, if your order is under £450 there will be a handling fee of £4.75.

If next working day delivery before 1pm is not suitable for you, you can opt to pay for one of the following delivery services at an extra charge:

- Next working day delivery before 10.00am at a charge of £14.99

- Saturday delivery at a charge of £0.99

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How can I make payment?

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Why does my bank statement show that I have been charged more than the total price you quoted me for my order?

The transaction is processed as a Cash Advance transaction, this means that your card provider will charge you, as if you are withdrawing cash from an ATM. Credit cards have an average charge of 2.5%. Please refer your card issuer’s Terms and Conditions for details.

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Home delivery

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

For security reasons this can not be done. Orders have to be delivered to the billing address of the card used for payment and it must be a residential address.

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When will my order be delivered?

Unless you have requested a Saturday delivery your order will be delivered, as per below schedule:

The delivery schedule is subject to variation for public holidays. At certain areas within the United Kingdom Royal Mail might not be able to deliver your order at the time stated below. Information of such areas as can be checked in Royal website.

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Home delivery

Where and how will my ICICI Bank Travel Money order be delivered?

We use Royal Mail Special Delivery, a fully insured service. Orders can only be delivered to the card billing address of a valid UK issued credit or debit card held by you. It must be a residential address.

When your order is delivered, it will need a signature for collection. If you are not at home to sign for your order it will be taken back to your local Royal Mail delivery office and a 'while you were out card' will be left telling you where your order is. Once the card has been left, you can either collect your order from your local delivery office or arrange for re-delivery when you are at home (details of how to do this will be on the card).
Signature will be required at the local sorting office; as well you should take notification card and Photo ID.

Note: You must not accept any packages which appear to have been tampered with or damaged during transit by Royal Mail. If you sign for a package which has been damaged or tampered with, we cannot accept responsibility for any financial loss.

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Can I change the date of delivery?

No, we are unable to change the date of delivery once the order is placed.

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What if my order hasn't arrived on time?

If there is a delay on our side while processing your or dispatching your order, you are covered with a Service Assurance. You can be assured we will dispatch your order within our stated time – or we will add an extra £5 maximum worth of currency to your currency envelope.

If your order was despatched on time by us, but you haven't received it within the agreed time period, we will not be liable for any losses or expenses arising from late or non-delivery. If Royal Mail fails to deliver an order, a full refund may only be granted after 10 working days from despatch.

Please refer to our Terms and Conditions or call ICICI Bank Travel Money helpdesk on 014 55 89 7820 (opening hours from 9am to 5pm, Monday to Friday and 10am to 1pm Saturday. Closed Sundays and Bank Holidays). Calls may be recorded for training and quality improvement purposes.

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What happens if nobody is at home when my currency arrives?

We use Royal Mail Special Delivery. This is a fully insured service that needs signing for. If you are not at home to sign for your order it will be taken back to your local Royal Mail delivery office and a 'while you were out card' will be left telling you where it is. Once the card has been left, you can either collect your order from your local delivery office or arrange re-delivery when you are at home (details of how to do this will be on the card). Your signature will be required at the local sorting office; you should take the notification card and Photo ID as well.

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How to contact us

How do I get further assistance?

Please call the ICICI Bank Travel Money helpdesk on 014 55 89 7820 (opening hours from 9am to 5pm, Monday to Friday and 10am to 1pm Saturday. Closed Sundays and Bank Holidays). Calls may be recorded for training and quality improvement purposes.

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If I am not happy with your service, whom should I contact?

We strive to make ICICI Bank Travel Money services smooth and responsive for you. However, if you have any complaints, queries or suggestions, please contact ICE Plc on 014 55 89 78 20 or email callcentre@onlinetravelmoney.co.uk

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