Click & Collect

M&S Travel Money - Online Service terms and conditions

1. SERVICE PROVIDER The ‘Click & Collect’ service, which includes the ‘SameDay’ service, is provided by Marks & Spencer Financial Services plc (trading as M&S Bank), part of the HSBC Group. All references to “we” or “us” in these terms and conditions shall be to Marks & Spencer Financial Services plc. By using the Click & Collect service you agree to be bound by these terms and conditions. The ‘Click & Collect’ travel money service is only available to UK residents, aged 18 or over. You must not order money for purposes other than those deemed legitimate which comply with all applicable laws, rules and regulations. Your order submission is your confirmation to us that you are not ordering money for illegal purposes. We reserve the right to refuse orders for any reason at our discretion. 2. ORDERS Type of order Minimum order Maximum order Click & Collect £250 £2,500 We reserve the right to amend these minimum and maximum order values at any time at our discretion. ‘Click & Collect’ order acceptance is subject to authorisation from M&S Bank. When placing an order, you confirm that you are acting on your own behalf and that the information that you provide to us is true and accurate in all respects, that you will not withhold any material information from us, and you will provide us with any information that we may reasonably require. You must provide all the requested information for us to process the order. We may request further information from you should it be required at any time. We may contact you should there be any issues with your order. 3. CANCELLATIONS Should you wish to cancel your order you can call us on 0800 363 484*. You can cancel your order at any time prior to collection or despatch. You will receive a refund of the amount you originally paid for the order, minus a £10 cancellation fee, on to your payment card within 14 calendar days of us confirming your order has been cancelled. If you have already collected your order from your chosen store, we are unable to accept your cancellation. If you change your mind after you have collected your order, you can use our buy-back service which is outlined in clause 7. The value of currency can go up and down due to changes in exchange rates. These changes are outside of our control. In extreme situations, currency market conditions may prevent us from supplying currency to you. In such circumstances we reserve the right to cancel your order. If this happens, we will tell you. If your order is cancelled due to current market conditions, we will refund the amount you originally paid for the order on to your payment card. In this circumstance, we will refund any cash advance charges made by your card issuer on request.
4. COLLECTION AND DELIVERY Click & Collect There is no extra charge for the preparation of ‘Click & Collect’ orders at your chosen store. When placing a ‘Click & Collect’ order, you will be required to provide details from an identification document. You will need to bring this photographic ID which is in date, with the expiry date clearly showing, when collecting your order. We only accept the following forms of identification: • Passport • Full English language driving licence • UK provisional driving licence • EU national identity card When collecting your order, you will need to produce the payment card used to place your order. The name on the payment card must match the name that is on the identification document used. Only the person that placed the order may collect it. A ‘Click & Collect’ order can be placed up to 10 days in advance of the chosen collection date. Orders will need to be collected within 7 days of this date or your order will be cancelled and a cancellation fee will apply. A ‘SameDay’ order placed before 1600 on a working day will be available for collection immediately after placing the order. SameDay orders are limited to euro and US dollars only. Orders will need to be collected within 7 days of the date the order is placed or your order will be cancelled and a cancellation fee will apply. Please see clause 3 for further cancellation details. Day of order Available for collection ‘SameDay’ orders of euro and US dollars placed before 1600 made Monday to Sunday (inclusive) Immediately after placing the order on any working day (including weekends) ‘Click & Collect’ orders of euro or US dollars made Monday to Sunday (inclusive) Next working day (including weekends) ‘Click & Collect’ orders of other currencies made Monday to Sunday (inclusive) Seven working days (including weekends) Collection of orders is subject to store opening times. You can view our current opening times on the M&S Bank website at You will not be able to specify the denomination of notes that you will receive in your order. If you are collecting your order of euro or US dollar from an M&S store, you will receive your order made up of the following forms of currency packs, depending on the order value:
M&S TRAVEL MONEY Online service terms and conditions
Euro packs Contains US dollar packs Contains €50 2x€5, 2x€10, 1x€20 $100 2x$5, 2x$10, 1x$20, 1x$50 €200 2x€5, 3x€10, 3x€20, 2x€50 $250 2x$5, 2x$10, 1x$20, 4x$50 €500 2x€10, 4x€20, 8x€50 $500 2x$5, 2x$10, 1x$20, 9x$50 Orders are subject to stock availability. There may be occasions when stock of currencies will not be available within the selected timescales. In this event, we will contact you to confirm when the stock will be available to collect. 5. PAYMENT Orders placed for all of these services will be rounded to the nearest suitable denomination. Please note that if paying by M&S Credit Card the transaction will be treated as a purchase and not a cash advance. Therefore, you will not be charged a cash advance fee. For all other cards, a cash advance fee may be charged by your bank or card issuer. Check your card issuer’s terms and conditions for details. Online orders will be processed at the foreign exchange rates quoted on our website at the time your order is placed, in relation to your card type. For ‘Click & Collect’ and ‘SameDay’  orders, the rate you receive will not change if the rate available on the day of collection is different. We do not charge any commission on currency. All details provided must be correct, the card must be your own and the billing address of your card must match the delivery address for your order. 6. LIABILITY We will only be liable to you for the direct losses (eg the value of the currency) in relation to each contractual transaction that you incur if we breach our obligations under the terms and conditions. You accept that this is a reasonable pre-estimate of the loss you may suffer resulting from any breach by us of our obligations. All conditions, warranties and remedies imposed or implied by any applicable law are expressly excluded (save for death, personal injury or fraud, our liability shall remain unlimited). We will not be liable to you in contract, tort, or for breach of statutory duty or in any other way in connection with the terms and conditions for any indirect or consequential losses or special damages or for the loss of profit, contracts, business or anticipated savings or any other additional costs that you may incur whether or not such costs, losses or damages were in the contemplation of the parties at the date of the contractual transaction. Under no circumstance shall we be liable for an act or omission of any third party involved in the payment process or otherwise. All implied terms are excluded to the fullest extent available under the law. We cannot accept any responsibility for fraudulent acts committed by a third party.
7. BUY BACK Our buy back service is temporarily suspended. 8. FURTHER DETAILS For further details, please contact the M&S Travel Money team on 0800 363 484*, use our Live Chat service** or write to us at: M&S Bank, PO BOX 10573, 51 Saffron Road, Wigston, LE18 9GD. 9. COMPLAINTS A copy of our complaints handling procedure can be found at If you have a complaint, please contact us using the details in clause 8. We’ll send you a written acknowledgement within five working days and keep you informed of our progress until your complaint has been resolved. We’ll do everything we can to sort out the problem. If you still remain dissatisfied, you may be entitled to refer your complaint to the ombudsman service in your country using the contact details set out below. Ombudsman Contact details Financial Ombudsman Service Exchange Tower, London E14 9SR 0800 023 4567 or 0300 123 9123 If you take out one of our products in the UK online, you may also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform. The platform has been established by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. The platform can be found at 10. THIRD PARTIES A person who is not a party to this agreement has no rights under the Contracts (Rights of Third Parties) Act 1999 (the Act) to enforce any term of this agreement but this does not affect any right or remedy of a third party which exists or is available under the Act. 11. GOVERNING LAW You are contracted with Marks & Spencer Financial Services plc, and agree that English law governs this contract.
* Lines are open 24 hours a day, 7 days a week. Calls may be recorded for security, training and monitoring purposes. ** Live Chat service is available 8am-8pm Monday to Sunday. Live Chat can be used for general questions relating to travel money, please do not use for any queries relating specifically to your order or any accounts you have with us. M&S Bank is a trading name of Marks & Spencer Financial Services plc. Registered in England No. 1772585. Registered office: Kings Meadow, Chester, CH99 9FB. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Marks & Spencer Financial Services plc is entered in the Financial Services Register under reference number 151427. M&S Bank is part of the HSBC Group. Marks & Spencer is a registered trademark of Marks and Spencer plc and is used under licence. © Marks & Spencer Financial Services plc 2020. All rights reserved. MSB9405-02/0720/WEB


M&S Travel Money

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