This internet service for the provision of foreign currency is provided by Covent Garden FX Limited (trading as Covent Garden FX). Covent Garden FX Limited is registered with Companies House England and Wales under registration number 10000467. Our trading address is 30 Jubilee Market Hall, Covent Garden, London, WC2E 8BE. Any reference to "the Company", "we", or "us" in these Terms and Conditions refers to Covent Garden FX Limited.
We are registered with HM Revenue & Customs as a Money Service Business under the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017, registration number XJML00000169400.
The Service is only available to UK residents aged 18 or over for delivery within the United Kingdom only.
The Service may only be used to order foreign currency for holiday or business travel.
These terms govern all currency orders and buybacks made through our website. By placing an order, you confirm that you have read and accepted these terms. We reserve the right to amend these terms at any time, and changes will take effect once posted.
Currency Order: The purchase of foreign currency for personal or business use, to be delivered or collected from us.
Buyback: The process by which customers sell unused foreign currency back to us. Either via post or in-store at Covent Garden. The online (pre-booked) Buyback service differs from the in-store service.
Delivery: The dispatch of purchased currency to the customer via Royal Mail Special Delivery.
Collection: The in-person retrieval of currency from our designated premises.
Fena: A third-party payment provider that facilitates transactions through Open Banking.
You must be 18 years or older and a UK resident to place a currency order or request a buyback.
The payment method used must be registered in your name.
You confirm that the currency is being purchased or sold for legitimate travel purposes only and not for speculative or investment purposes.
If your order is for business purposes, you must register as a Corporate Customer.
By placing an order, you confirm that you are acting on your own behalf and that all information provided is true and accurate.
Currency orders and buybacks must be placed through our website by selecting the required currency, providing delivery or collection details, and completing payment.
Accepted payment methods include debit card, bank transfer, and the Open Banking provider Fena.
By using Fena, you agree to their terms and conditions, available at: https://www.fena.co/terms-and-conditions-business-app/
Minimum and maximum order values may apply, as stated on our website.
We reserve the right to amend order limits or refuse orders where necessary, particularly where regulatory compliance is not met.
You may sell back unused foreign currency via post or in person using our buyback service.
We are not responsible for buybacks or orders that are not collected or exchanged in-store within the specified time.
If your transaction is not completed within the time period stated on your order, the rate may change.
If using the postal option, currency must be sent via Royal Mail Special Delivery. You are responsible for postage costs and for ensuring safe delivery.
Upon receipt and verification of your currency, the buyback amount will be transferred to your nominated account, typically within two working days.
Delays may occur if we are unable to identify your currency due to missing identification or correlation with your order.
We are not responsible for delays caused by incorrect or incomplete bank details.
Payments will only be made to the bank account listed on the original order.
Payments to business bank accounts will only be made if you are registered as a corporate customer.
In-store buybacks do not require online booking but may result in different rates.
If you visit without a pre-booked buyback, the rate offered may differ from our online rate.
We do not accept coins or certain high-denomination notes (e.g., €500). Please contact us in advance to confirm acceptability.
We may adjust your rate depending on the denominations provided (e.g., €200 notes).
Valid photo ID may be required when completing a buyback transaction.
Cash payments are capped at £3,000. Payments above this threshold are at the discretion of our team and subject to availability. A 1% cash handling fee applies to customer payouts over £3,000.
Exchange rates are updated in real-time and locked at the time of payment confirmation.
Online exchange rates may differ from those offered in-store.
Real-time exchange rates are displayed both online and in-store.
Pre-booked online rates for collection are only guaranteed if collected on the agreed terms.
Rates may vary based on note denominations or condition. We will inform you of any changes.
In cases of significant market volatility or events outside our control, we reserve the right to cancel or refund your order at the booked rate.
Accepted payment methods: debit card, bank transfer, and Fena Open Banking. Credit cards are not accepted.
Bank transfer payments must be made on the same day the order is placed.
By using Fena, you acknowledge and accept their third-party terms.
We are not liable for any bank-imposed charges.
If a payment cannot be identified due to missing or incorrect reference information, it will be held until identification is confirmed.
Failure to use the correct reference or to pay from your own bank account may delay your order.
If payment is made from a business account for a personal order, delays will occur while we complete appropriate KYC procedures.
Orders are sent via Royal Mail Special Delivery. Delivery and insurance fees are shown at checkout and are subject to change without notice.
Saturday delivery is available for an additional charge.
For bank transfers received before 10AM, same-day dispatch is possible, subject to stock availability and payment clearance.
Debit card payments for EUR and USD are subject to a one-working-day processing delay.
Delivery timelines depend on currency availability, payment method, and fund clearance.
‘Delivery Date’ refers to your preferred date and does not guarantee arrival on that day. We do not guarantee next-day delivery and accept no liability for missed delivery dates.
Orders placed around bank or public holidays may experience delays.
We are not responsible for delays caused by Royal Mail or other delivery providers, including during periods of industrial action.
If your parcel has not arrived on the expected delivery date, or if tracking shows no movement within 24 hours of dispatch, you must notify us as soon as possible and ideally within 24 hours of the expected delivery date.
Late notification may hinder our ability to investigate with Royal Mail or claim compensation on your behalf.
Please note that delayed delivery does not entitle you to a refund of delivery fees, and Covent Garden FX is not responsible for delays outside our control.
In the case of suspected loss, we must follow Royal Mail’s official claims process, which may take up to 28 working days before any refund or replacement can be issued.
Covent Garden FX Limited offers a Specific Denomination Service for a fee. This service allows customers to request particular note denominations, sizes, or conditions (e.g., smaller notes or clean notes).
While we will make all reasonable efforts to fulfil your request, availability cannot be guaranteed and your order may be delayed while we attempt to source the requested denominations.
If we are unable to meet your request, we will contact you using the details provided with your order. If you do not respond within a reasonable timeframe, we may dispatch alternative denominations or hold your order pending further instruction.
Requests must be clear and specific. Vague or ambiguous requests (e.g., “small notes ”) will be fulfilled to the best of our understanding, and we will not be responsible if the result does not match your expectation due to lack of clarity.
If you are dissatisfied with the denominations received under this service, you must notify us within 24 hours of receiving your parcel. We will review the matter and endeavour to reach a suitable resolution, though this does not guarantee a refund or replacement.
You must bring valid ID (passport or driving licence) matching the order name when collecting.
Orders not collected in a reasonable timeframe may be cancelled and refunded.
Contact us if you cannot collect on your selected date, and we will hold your order.
To authorise someone else to collect, written permission and ID for both parties must be provided in advance. Collections will not be released without proper authorisation and KYC checks.
Orders may be cancelled prior to dispatch. A cancellation fee of up to £20 may apply. Where currency has already been specifically sourced or procured, additional charges may be deducted and are non-refundable.
Refunds are processed within 3–5 working days, subject to your bank's processing times. Valid ID is required.
Lost parcel refunds are subject to Royal Mail’s claims process, which may take up to 28 working days.
Orders cannot be cancelled after dispatch.
In-store transactions cannot be cancelled unless agreed by us.
We reserve the right to cancel any order that raises AML or KYC concerns.
We may cancel or amend orders due to currency availability, trade restrictions, or other external events. If affected, we will contact you to discuss next steps.
If your order has not arrived or is incorrect, you must notify us immediately upon delivery or by the end of that day at the latest.
Any discrepancies or shortfalls in currency amounts must be reported within 24 hours of delivery. Complaints made after this window may not be eligible for compensation.
You are responsible for entering the correct delivery information at checkout.
We cannot change delivery details after dispatch.
Royal Mail may obtain a signature from any person at your address. We are not responsible for parcels signed for by others.
If incorrect currency is delivered, we will request return and cover postage.
For short orders or errors, an investigation will take place and a resolution provided.
For discrepancies under £100, resolution may be via bank transfer.
We comply fully with UK AML and KYC obligations.
We may request identification and proof of address to complete your transaction.
Soft credit checks may be conducted, but these will not affect your credit rating.
Accepted ID includes: Passport, UK/EEA photocard driving licence, EEA national identity cards, Biometric residence permits (BRP), UK Armed Forces ID, Police or other government-issued ID.
Further documentation may be requested for regulatory purposes.
Only debit card, bank transfer, and cash payments are accepted. Credit cards are not accepted.
Failure to provide requested ID may result in order cancellation or delay.
KYC data is retained securely for five years from your last transaction. See our Privacy Policy for more.
Identification thresholds are not disclosed publicly for security reasons.
We may amend or cancel orders for regulatory or security reasons.
If payment is not received on the same day, the exchange rate will be updated. Late payment constitutes acceptance of the prevailing rate.
We are not responsible for delays caused by your bank or payment method.
If exact currency amounts are unavailable, we may: provide the nearest amount and refund the difference, offer equivalent denominations, or cancel and refund the order.
We will contact you before making changes unless the value difference is less than £10, in which case we may include the difference in cash.
We attempt to meet denomination requests but cannot guarantee fulfilment.
If payment is underpaid or late, we reserve the right to cancel the order outright rather than apply the prevailing rate.
We aim to respond to written complaints within seven working days.
If unresolved, a manager will review the complaint within 28 working days.
General email enquiries will be responded to within two working days.
For urgent matters, please phone us during business hours.
We process your data in accordance with the UK GDPR and Data Protection Act 2018.
Data is used for: Fulfilling orders and buybacks, Compliance with regulations, Customer service, Security and fraud prevention.
Personal data is retained for five years post-transaction. Some data may be retained for shorter durations per our Privacy Policy.
You have the right to: Access your data, Correct inaccuracies, Request erasure (subject to legal limits), Restrict processing, Request data portability, Object to data processing.
See our full Privacy Policy on our website.
Complaints can be directed to the ICO if you are dissatisfied with our handling of your data.
These terms do not affect your statutory rights under UK law.
The Consumer Contracts Regulations 2013 may apply. However, certain exemptions apply to financial services such as currency exchange.
Our website may occasionally be unavailable due to maintenance or technical issues.
We are not liable for service unavailability or connectivity problems.
If exchange rate updates are affected, we may suspend ordering.
Contact us if technical issues prevent order completion.
We are not liable for losses due to exchange rate fluctuations.
We are not liable for indirect or consequential losses.
Our liability is limited to the value of your order or buyback.
Nothing limits liability for death, injury caused by negligence, fraud, or other liabilities not legally excludable.
We are not liable for failure to meet obligations due to events beyond our control, including: Natural disasters, Strikes or industrial action, Government restrictions or regulatory changes, Payment system failures, Currency supply shortages, Disruptions to postal services.
We will notify you and seek alternative solutions where possible.
We may update these terms at any time. Major changes will take effect 30 days after posting.
You are responsible for reviewing these terms periodically.
Orders placed before changes take effect remain subject to the previous terms.
If any provision of these terms is found to be unenforceable or invalid, the remaining provisions shall continue in full force and effect.
These terms are governed by the laws of England and Wales. Disputes fall under the jurisdiction of the English courts.
Last Updated: 30 June 2025
Company Registration: 10000467 (England and Wales)
HMRC MSB Registration: XJML00000169400
Contact Information:
Email: [email protected]
Phone: 0207 240 9921