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Frequently Asked Questions

Online ordering questions answered

FREQUENTLY ASKED QUESTIONS - ORDERING ONLINE

  1. What fees do American Express charge when buying travel money online?
    Foreign Cash No fee when ordering online
    Foreign Currency Travellers Cheques No fee when ordering online
    Australian Dollar Travellers Cheques No fee when ordering online
    Global Travel Card No fee when ordering online

  2. What happens if the currency I request is unavailable?
    American Express gives you convenient and reliable access to a large range of foreign currencies. In the unlikely event that we are unable to supply you with the currency you have ordered online, we will contact you via email or phone and discuss your options.
  3. Can I specify specific denominations online?
    When placing your order online, you are automatically able to choose whether you wish to receive your currency in small, mixed or large denominations.
    Access to currency denominations is dependent on availability.
    If you wish to change the details regarding your chosen denomination, you will need to contact the American Express Currency Exchange Customer Service Team on 1300 139 060 (9am – 5pm Sydney time, Monday – Friday) prior to paying for your online order, via BPAY.
    Once you have paid for your online order via BPAY, currency denominations request are unable to be processed.
  4. How do I pay for my online order?
    BPAY® is the available method of payment.
    When you complete your online order, you will be presented with your total amount, a transaction reference number and the American Express BPAY® Biller Code
    You can pay with BPAY by logging onto your online, mobile or phone bank. You must register with your financial institution to be able to use BPAY.
    To find out more information in relation to paying with BPAY, you can visit the BPAY site by clicking here.
  5. Can I pay for my order when I collect it from my nominated collection location?
    All online orders must be paid with BPAY before collecting your order. You cannot pay for your order when collecting from your nominated collection location.
  6. Can I pay for my online travel money order with my American Express Card?
    No. All online orders must be paid for via BPAY, through your financial institution.
  7. What is the timeframe to pay for my online order?
    Your order must be paid within one business banking day of the order being placed. Your order will be cancelled if unpaid before 4pm of the following business banking day (Sydney time). In this instance, you will need to place a new order for your foreign currency
    If you pay for an online order after the one business banking day period has expired and your order was automatically cancelled, you will need to contact your financial institution directly to arrange the funds to be refunded to your account. Your financial institution’s standard BPAY refund policy will apply
  8. What happens if I make the payment after the one business banking day timeframe has passed?
    You will need to contact your financial institution directly to arrange for your funds to be refunded to your account. Your financial institution’s standard BPAY refund policy will apply.
  9. Where can I collect my order from?
    Orders can be collected at any American Express Currency Exchange store and all participating Australia Post retail outlets Australia-wide.
    If your order an American Express GlobalTravel Card online, you can collect your order from an American Express Currency Exchange store only
    Click here for a list of American Express Currency Exchange store locations.
  10. When can I collect my order?
    When you place your order online and select your location for collection, your confirmation email will indicate the appropriate collection date. If you place your order before 4pm Sydney time, we must receive your payment, via BPAY®, by 4pm Sydney time to meet your indicated collection date. If your payment is received after this time, please add an extra business day to your collection date
  11. What happens if I don’t collect my order from my nominated collection location?
    If you have not collected your order within the specified time frame as outlined in your order confirmation email, it will not be available for collection from your nominated location.
    In this instance, you will need to contact the American Express Currency Exchange Customer Service Team on 1300 139 060 (9am – 5pm Sydney time, Monday to Friday).
  12. Can I change my nominated collection location?
    Once your order has been placed and paid for via BPAY, you are unable to change your nominated collection location.
    If you have any questions, please contact the American Express Currency Exchange Customer Service team.
  13. Can I cancel my online order?
    If the order has been placed, paid for via BPAY and dispatched to your nominated collection location, you are unable to receive a direct refund on your transaction amount.
    In this instance, you will need to collect you order and visit an American Express Currency Exchange store to sell your foreign currency back at the day’s prevailing exchange rate. The rate on this day may be different to the rate you purchased the currency and could therefore result in a net loss to you.
  14. What personal identification will be required when I collect my order?
    You will be asked to present two forms of identification when you collect your order:
    One primary ID – acceptable forms of primary ID contain a Government – issued photo and include, but are not limited to:
    • Passport
    • Drivers License
    • Proof-of-age ID
    One secondary ID – acceptable forms of secondary ID include, but are not limited to:
    • Bank-issued ATM Card
    • Credit Card
    • Debit Card
    It is important to note that Medicare cards are not an accepted form of ID.
  15. Can I send someone else to collect my order?
    No, your nominated collection location will not issue your order to a third party under any circumstances.
  16. What are the limits to ordering foreign cash or Travellers Cheques online?
    You can order a minimum of AUD 500 and a maximum of AUD 10,000 online.
  17. Why can’t I order the American Express(R)GlobalTravel Card online?
    Actually, you can order the American Express GlobalTravel Card online. When ordering online via the GlobalTravel Card website, you can also order foreign cash and Travellers Cheques. American Express Currency Exchange stores are available as collection locations when ordering theGlobalTravelcard online.
  18. To buy the American Express GlobalTravel card online, click here
  19. What are the limits when ordering the American Express(R)GlobalTravel Card online?

    Product Minimum order amount Maximum order amount
    American Express GlobalTravelCard in U.S Dollars USD 200 USD 30,000
    American Express GlobalTravelCard in Euros EUR 150 EUR 24,000
    American Express GlobalTravel Card in Great British Pounds GBP 100 GBP 16,000
    American Express GlobalTravelCard Maximum Load 12 Month period n/a USD 60,000

  20. To buy the American Express GlobalTravel Card online, click here.