FAQ's

Where can my order be delivered?
You can have your order shipped to your home or your work address. It's your responsibility to make sure that you're available to sign for your Order. Royal Mail will attempt delivery to the requested address before 13:00. Alternatively, you can pick up your currency order from one of our Doddle collection points.  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.

What are the delivery charges?
All air.money orders of £500 or more are free. For orders between £350 and £499 there’s a charge of £3.75

Can I choose a delivery date?
Yes you can.  We can deliver your order to your home or to a Doddle store for collection by you. You can place your order up to 30 days in advance of the delivery collection date.  For home deliveries, you can choose the next business day if you order before 1pm Monday to Thursday.  Some exotic currencies may not be available for approximately 3 business days following order, but we will do our very best to notify this at the time of order.

What happens if I'm not at home when my money is delivered?
Your air.money order must be signed for.  If the postman attempts delivery and you are not at home, a card will be left to let you know where you can collect the order at your convenience. This will normally be your local Royal Mail depot or sorting office.  You must take this card and photo ID with you, when you collect your order.

When I collect from Doddle, what ID do I require?
You’ll need to bring:

  • The Doddle collection code emailed to you at the time of the order
  • The payment card you used to place the order
  • Valid photo ID such as a passport or driving licence, which matches the card holders details

What denominations will you send me?
We'll normally send you a mixture of notes. It is not possible to specify the specific denomination mix.

Can I place an order in more than one currency at the same time?           
Yes, you can order foreign currency in a combination of different currencies in one order.

What if my order hasn't arrived on time?
You can track your order using your tracker number and the Royal Mail Tracker link found on your order confirmation email. If your order was despatched, but you haven't received it within the allotted time period, please contact us and we'll do our best to get things sorted.

How do I know that my air.money order has been successful?  
At the end of the order process you will see a message confirming your order has been accepted together with an order reference number. We recommend you note down your order reference number or, if you can, print the confirmation message. You will be required to quote this number in any subsequent correspondence.

How can I pay for my order?
You can pay for your order using your debit card or by bank transfer. Unfortunately we are not currently processing payments made using credit cards.

What card fees do you charge?
There is no charge if you pay by Bank Transfer. Debit cards now have a 0.1% charge. This will be shown on your order summary as a ‘Card handling fee’. The total sum payable by you to us will be shown in your order summary.

There are sufficient funds in my account, but my payment card has been rejected. What should I do?
Unfortunately, there is not much we can do to help if your bank/card issuer has rejected the transaction. Please contact them directly in the event of any problems.  When you select the ‘Confirm Order' button, we will send a pre-authorisation request to your bank or card issuer. If they authorise the payment request, your card details will be sent for fraud and anti-money laundering checks. Once these checks are passed, we will send your bank/card issuer a fulfilment instruction to debit the money from the card.  In the unlikely event that your order cannot be completed, you will be notified and the payment card will not be charged. However, your bank/card issuer may still ring-fence or hold the funds for up to 10 days and we recommend that you contact them directly to speed up the release of the funds. If you retry the order/payment with the same card, your bank/card issuer may ringfence the same amount again, which will reduce the funds available to you. If you think the rejection of your card payment is an error, please contact your bank/card issuer before contacting us – they can provide more information than we can. Please note that some banks/card issuers set a maximum value for a cash transaction, irrespective of your balance / credit limit.

How do I pay by bank transfer?
You can instruct your bank to pay us, using the bank details sent to you with the order confirmation. This is typically done by internet banking but you can also use telephone bank facilities or action a transfer in branch. You must use your air.money order number as the bank reference to allow us to identify your payment in a timely manner.

I have paid by bank transfer, have you received my payment?
Normally payments take up to 2 hours to reach us. If you would like to check the progress of your order, please contact us on hello@air.money. During peak periods it may take us several business hours to respond.