FAQs

See below for a selection of frequently asked questions. If you still require further advice then please contact us and we'd be happy to help.

Is there a better rate available?

Our Standard Web Rates are very competitive however we also offer Improved Rates on over 20 currencies upon purchasing a certain amount - click here to see details and our exchange rates. 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. Promotional codes are also regularly available and can be applied to an order in the ‘Promotional Code’ box on step 1 of the order process.

What is the maximum amount I can order?

For Home Delivery orders you can order a maximum of £1,100 worth of currency. For Pay & Collect you can order a maximum of £2,000 and for Reserve & Collect a maximum of £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 customerservices@eurochange.co.uk who will answer your queries during normal office opening hours.

What denominations of notes will I receive and can I select which denominations I want?

We strive to ensure that you will receive a good mix of denominations regardless of which currency you order. Please note that the availability of some denominations of some currencies can be restricted from time to time. If you would like specific denominations, once you have placed your order please email operations@eurochange.co.uk with your order number and your request.

How can I found 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 over the value of £400 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. Alternatively you can use the Reserve & Collect service and you will receive the branch rate of the day.

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. This needs to be taken into branch for the collection of Pay & Collect and Reserve & Collect orders.

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.

How can I pay for the currency I have ordered?

We have several different payment methods available to you. You can pay online using your debit or credit card (please note that there is a 1.6% surcharge for payments by credit card). Alternatively you can make an online bank transfer to our bank account.

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 you can place a Reserve & Collect order to reserve your travel money and pay in branch using Chip and Pin, or pay by an alternative payment method.

Can I pay by cash instead?

You can place a Reserve & Collect order online to collect your currency from your nearest eurochange branch and pay on collection. Transactions completed this way will receive the branch rate of the day.

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 (if you have access).

I have placed a Pay & Collect / Reserve & 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.

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. For your convenience you can process your transaction on our website before visiting your local branch, this allows you to reserve your exchange rate and know how much you will receive for your currency. 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.

Can I receive payment for selling back my leftover currency 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.

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.

Will I always have to pay the £5 transfer fee?

Only if the transaction is under the value of £2000.

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 £5,000. You will need to upgrade to the free International Payments account for larger deals.

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.

What does "hold funds" mean?

You can purchase Euros up to 30 days in advance of when you need to send them. Most clients do this because they believe the rate has peaked and don't want to lose out in the future. We will keep the currency in a Fund until you're ready to use them.

Will my beneficiary details be saved for all future transfers?

Yes, these will be saved on your beneficiary list for future use.

The country I wish to send to is not available. What are my options?

We recommend using Western Union at one of our UK branches if you cannot send an International payment.

Can I pay by Debit Card?

Yes, this is only available to International Payment account holders. The limit that can be paid on card is £2500.

I don't have all the beneficiary details. How can I find these?

It is 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.

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 an International Payment.

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 3-5 working days.

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.

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