Is there a better rate available?
Our Web Rates are very competitive and generally better than our rates in branch. These can be secured by ordering online. We also offer an improved rate on Euros and US Dollars if you purchase above a certain amount. For our exchange rates please click here. For large transactions please call one of our currency experts on 0333 240 1687 for further information and an indicative quote or visit one of our branches to discuss your requirements.
What is the maximum amount I can order?
The maximum amount you can order online is £2,500 worth of currency. If you wish to order more than these amounts then please contact your local eurochange branch by telephone during opening hours where our staff will be happy to assist you.
What should I do if the currency of my destination is not listed?
Check our destination list to see if your currency is listed, the list will advise you on which alternative currencies are recommended for your destination. If you still require some advice then please email our customer services team at firstname.lastname@example.org who will answer your queries during normal office opening hours.
How can I find out where my nearest eurochange branch is?
Use our branch locator and search by city, town or post code.
How much do I need to spend in order to receive free Home Delivery?
Orders of £600 and over receive free Home Delivery.
What should I do if I am due to travel tomorrow and I am unsure if the Royal Mail Special Delivery will arrive before I travel?
We would recommend that you arrange to purchase your currency from your local eurochange branch; you can find your nearest branch by visiting our branch locator. Please note that to secure our web rate you will need to use our Pay & Collect service.
Can I have my order delivered to a different address?
No - the order can only be delivered to the address where the payment card is registered.
I don't have an email address, can I still place an order?
No - a valid email address is required as an email confirmation is sent for your order.
Do I have to provide my date of birth?
Yes - this is one of the security checks that we perform in branch so that our staff can ensure that the correct person is collecting the order, or as part of our online security checks.
How can I pay for the currency I have ordered?
When paying online we accept Debit Card and Bank Transfer. For payment in branch we can take cash, Debit Card and Credit Card.
Can I pay with someone else's card?
No - payment must be made by the person which is ordering the currency. When the order is collected in branch the name on the order must match the name on the card and I.D.
Why has my card payment been refused?
We use '3D Secure' and 'Verified by Visa' payment verification to enable you the best level of protection for your card payments. It is possible that your card issuer may refuse a payment if you are unable to provide the relevant passwords. If your payment has been declined then please contact us, pay in branch using Chip and Pin, or pay online by an alternative payment method.
Can I pay by cash instead?
You can visit a branch of your choice to pay by cash. Please note that you will not receive the 'web rate'.
I can't print off my email confirmation?
You can take your order reference number with you and inform the cashier that you couldn’t print you confirmation, or show the cashier your confirmation on your mobile phone.
I have placed a Pay & Collect order - how quickly can I pick up my order?
Our Click & Collect service enables you to collect your order just 60 seconds after your order is accepted and confirmed - the quickest in the industry. This is subject to payment clearance, stock availability and branch opening hours.
I have placed a Pay & Collect - what proof of ID & Address do I need to bring with me?
To collect your Pay & Collect order you will be required to produce the Debit Card (unless you paid via bank transfer) that you used to make your payment, your email order confirmation and one of the following forms of identification: Passport, UK or EU photo card driving licence or National ID card. Please note we are unable to accept any other forms of identification other than those listed. We are not able to release Pay & Collect orders to anyone else other than the cardholder.
For Click & Collect orders, why do I need to bring I.D?
This is so that our staff in branch can ensure that the correct person is collecting their order.
I have placed a Home Delivery order - how will it be delivered?
Your order will be delivered fully insured by Royal Mail Special Delivery. Orders placed before 4pm will be delivered by 1pm on the next working day. Orders placed before 1pm on Friday may be delivered on Saturday. Please ensure that you are able to sign for receipt of your currency on your anticipated delivery date.
Can I track my order online?
Yes - please visit www.royalmail.com/track-your-item and enter the tracking number on your email confirmation.
How can I return my leftover travel money?
You can return your leftover travel money to any eurochange branch. If you purchased our Original Rate Buy Back product when you ordered your currency then you will need to produce your original receipt before the expiry date shown on your receipt for it to be validated.
What is the maximum amount that I can sell back?
The maximum amount that you can sell back is £2,500 worth of currency. If you wish to sell back more than this amount then please contact your local eurochange branch by telephone during opening hours where our staff will be happy to assist you.
When do I need to collect my Sell Back order by?
We will only hold sell back rates for 2 days from the date of order. If you would prefer to bring back your currency at a later date then please process your sell back order at that time.
For selling back my leftover currency can I receive payment into my bank account?
When you visit your chosen branch for collection of your order please explain that you would like payment to be made into your bank account. If the transaction is completed before 2pm the money will be paid into your account on the same day, if after 2pm the funds will credit in your account on the next working day. Please note that there is a minimum sell back amount of £2,500 for this service.
How quickly can I pick up my Sell Back order?
Our Sell Back & Collect service enables you to collect your order just 60 seconds after your order is accepted and confirmed - the quickest in the industry. This is subject to payment clearance, stock availability and branch opening hours. Please note we will only hold sell back rates for 2 days from the date of order. If you would prefer to bring back your currency at a later date then please process your sell back order at that time.
Do I have to pay a transfer fee?
No, we do not charge you a fee to make a Quick Transfer.
Is there a limit to the amount I can send via Quick Transfer?
Quick Transfer is for personal use and one-off purchases of goods and services. The maximum you can send at any one time is £10,000.
Why can't I send the currency I’m looking for?
Not all currencies are available to trade because of restrictions imposed by the issuing countries. The USD is the most popular choice of currency worldwide, but always check with the recipient which one they would like to receive before processing your transaction. In some cases the currency you require is only available to International Payments account-holders.
Does my address have to be registered in the UK?
No. Please enter your address manually and remember to include the country where you live.
Can I place an order on behalf of a family member or friend?
No. The sender must be the owner of the funds. You cannot use another person's account to pay for your transaction by Bank Transfer.
I'm under the age of 18; can I still send a Quick Transfer?
No. The minimum age to send a Quick Transfer is 18
I don't have all the beneficiary details. How can I find these?
It's important not to guess the details. Please contact the recipient bank or check with the beneficiary if you are unsure about the relevant information needed to process your payment.
One of my saved beneficiaries has changed their account details. Do I have to create a new beneficiary?
Yes, you will need to click on 'Create new beneficiary' and enter the new details.
Will my beneficiary details be saved for all future transfers?
Yes, you only need to save the beneficiary details once to ensure the data is available for all future transfers.
How do I amend any errors I notice at this stage?
Please go back to the previous page to edit the incorrect information.
How do I pay for this transfer?
You have two choices - Bank Transfer or payment at your nearest eurochange branch by cash or debit card. You will receive an automatic email with the eurochange account number and sort code if you opt to pay by Bank Transfer. We recommend you do online or telephone banking with your service provider to wire the funds to us.
What will happen if the recipient account details are incorrect?
Your payment will be delayed and eventually rejected by the receiving bank. Often they will take a fee from the amount sent. Eurochange will not be responsible for any charges you incur and will refund you at the live market rate once the funds are returned. In some cases you may even lose your funds if you send to an incorrect account and the beneficiary refuses to return the payment. It is your responsibility to ensure you are entering the correct information when processing a Quick Transfer.
How do I know you've received my payment?
You will receive an email confirming we are in receipt of your funds. A further email will be sent once we have released your funds for transfer.
How long will the transfer take to reach the beneficiary's account?
Payments to the US and Eurozone countries credit within one working day. All other payments credit within 2-5 working days. Note: eurochange will not be responsible if your payment is delayed by factors beyond our control (e.g. additional Compliance checks by the clearing banks involved in the transaction.)
When will the payment be sent?
We will send your funds the same working day if you pay before 13.00. All payments received after 13:00 will process the next day.