Frequently Asked Questions
How do I place an order with Sterling?
All orders are placed online via the website. Simply go to our Home page and complete the steps on the currency converter. Then follow the onscreen instructions. To check whether you have successfully placed an order, log in and check your Order History. Please note that all updates regarding your order shall be sent to your electronically via email so be sure to check your inbox!
I haven't received my email confirmation after placing the order, what should I do?
This should never happen as the system is fully automated. However, in the unlikely event that you do not receive a confirmation by email, check your junk/spam folder. Please make sure you add to your safe senders list so you receive all communication from us regarding your order.
What are the opening hours of Sterling?
Orders may be placed at any time but will be processed during the hours of Monday to Friday 9.30AM - 6.00PM (excluding UK Bank holidays).
Collections shall be Monday - Saturday 10:30AM - 6.00PM
Where do I collect my currency from?
Currency collections are from our central London bureau:
Sterling, 105 Edgware Road, Marble Arch, London, W2 2HX (nearest tubes are Marble Arch & Edgware Road)
What should I bring with me to collect currency?
Please bring the following:
- photographic ID (Driver's license or passport)
- your order confirmation email
- if you paid by debit card please bring that card with you
Can someone else collect my currency?
The person who placed the order must come to collect. We cannot hand your currency to anyone else.
Are there any minimum/maximum limits per transaction?
Travel currency cash orders are subject to a minimum order of 300 and a maximum order of 2,500 over 14 working days. Should you wish to place an order for above this value you do so by opting to pay by bank transfer.
Can corporate firms have an account?
Sterling provides a specialist service for corporate clients. We can help you manage payments and receipts if you are dealing with overseas corporations and should you require currency conversions for overseas purchases for example, property or vehicles we can also assist. Please contact us on 020 7723 3000 for further details..
What if I discover a discrepancy in my account history?
Please check your Order Confirmation email carefully if any information is incorrect, send an e-mail with details of the discrepancy to
What type of debit cards do you accept?
We accept payments by MasterCard, MasterCard Debit, Maestro, Visa, Visa Debit and Visa Electron cards. All debit card transactions are completed on a secure encrypted link between our head office and the clearing bank center. All debit card transactions will appear on the your bank statement under Sterling.
What address will my money be delivered to?
We can only arrange delivery to your home via Royal Mail Special delivery next day by 1pm service. Should nobody be present to sign for your currency, Royal Mail shall pop a red card through your letter box and you can request that they redeliver or you can collect from your local mail centre. Please note, that for insurance purposes the maximum amount that can be sent to your home is 7500 worth of foreign exchange.
Can I buy Travellers Cheques for somebody else?
Yes you can, but just please inform a member of staff when you place your order. Upon receipt of the Travellers Cheques, the person you are buying for must sign their cheques straight away and as mentioned above, the delivery shall be to the member's billing address.
Why not use my credit card in an ATM when I get to my destination?
You can use your credit or debit card when you are abroad however, this is an expensive way to get foreign currency and we do not advise our members to do so. Your credit card company will charge you a 1.5% handling fee and many foreign banks will also add an additional charge for usage of their cash machines.
What happens if I am out when my money is delivered?
The Royal Mail will post a note through your letter box informing you of the nearest Royal Mail office for you to go to and collect your foreign currency. On this note there will be a number for you to call with the option of Royal Mail redelivering to your address at a time that suits.
Why do you want to know my telephone number?
If for any reason we need to contact you about your order it is important that we have a contact telephone number. We may ask you for an email address as well so that we can send you confirmation of your order in writing. Any personal information is strictly confidential and will only be used in accordance with out privacy policy.
Will I receive confirmation that my order has been accepted?
Yes. This may not come through immediately but will do so as soon as we have obtained authorisation from your card issuer.
The currency I need is not listed
If you cannot find the currency you require online then please call 020 7723 3000 or email
What currency do I need to take with me on my trip?
If you do not know what currency you should take on your trip then please call 020 7723 3000 or email
I know that there are sufficient funds in my account but my card has been rejected. What should I do?
You will be restricted by the cash limit imposed by your card issuer. You must either order an amount below your cash limit or use an alternative card.
Can I pay for my currency by Bank Transfer?
Yes you can so long as it is same day (CHAPs/ Faster Payments). You can make a Bank Transfer by using your Internet or Telephone banking services. Faster Payments is a free service offered by most banks and usually allows us to receive your payment within 2 hours, but check with your bank whether they offer this service beforehand.
What is 3D Secure?
Transactions with Sterling can only be completed using 3D secure enabled cards. This acts as an added layer of security for online credit and debit card transactions and improves the security of Internet payments. You can request for your card to be 3D secure enabled by contacting your card provider.
Who will Deliver my Currency?
We use Royal Mail's Special Delivery service and they guarantee that the currency arrives next day by 1pm. This is a secure and insured service which requires sign off upon receipt of your package. Should nobody be in your property at the time of delivery, a card shall be dropped through your letterbox and your package will be taken back to your local mail centre. The card will have a number for you to call to arrange a redelivery and the address of your local mail centre, should you wish to go down to collect your package. (Please note that ID will be requested from you upon collection). Should your package not arrive by 1pm please promptly email us at and we will call Royal Mail to trace the whereabouts of your package.