FAQs - Frequently Asked Questions

 Placing an order online 

How do I order travel money online?

Do you have any limits on orders placed online?

Can I specify my preferred currency denominations when ordering online?

I placed an order online but I didn't receive a confirmation email - What should I do?

Is there any fee for currency exchange online?

How long does it take to place an order online?

How far in advance can I place my order?

 Order pickup

Where can I collect my order?

Can I pick up any time of the day?

What happens if my order is not ready on the specified date?

What type of ID is needed for collection?

Can I designate someone else to pick up my order on my behalf?

What should I do if I miss the pickup date for my order?

How long does it take before I can collect my order from a ChangeGroup branch?

Personal Information

Is my personal information secure when placing an order online?

 

 Currency

Can I order more than one currency at a time?

The currency I require is not listed, can I still order?

I do not know which currency I need for my trip - What should I do?

What do I do with any unused currency on my return?

 Order cancellation/modification

Can I modify the pickup date after I've placed my order?

How can I cancel my order?

Can I modify the amount of my order after it has been placed?

 Exchange rates 

How do I know what exchange rate is being applied to my order?

Are online and exchange bureau purchase rates the same?

Order status 

How do I know if my order was successful?

What does order not processed mean?

 Forms of payment

What forms of payment are accepted?

Is there a fee when using bank cards for online payments?

Do you accept corporate/business credit cards?

Customer Support

Whom should I get in touch with for inquiries?

How can I provide feedback about my experience with ChangeGroup?

What time does your travel money helpline open?

 Home delivery

What delivery options do you offer?

How can I amend the date of delivery?

Who can sign for delivery?

What happens if I miss postal delivery?

What do I do if my order does not arrive on specified date?

 Currency BuyBack service

How does the BuyBack protection work?

Do I need to request the BuyBack of a currency within a certain time?

 

Still have questions? Please contact us at orders.changegroup.fr or at (0)158 1834 80