FAQs

Placing Orders

How do I order Travel Money online?

You can order your travel money online simply by following these easy steps;

1. Select your destination currency and enter the amount you would like to order, either in Euros or in the foreign currency. You can also add BuyBack Protection to your shopping basket if preferred.
2. Select from which ChangeGroup branch you would like to collect your order and select your collection date.
3. Carefully enter your address and contact details and make payment online via your credit or debit card.

How does your BuyBack Protection work?

When you place your order, you will be given the option to purchase our "Buy-Back Protection" service for only 6,95 € per order. Our Buy-Back Protection allows you to return any of your left-over currency to any of our branches, at the same rate as your original purchase. There is also no commission levied on the exchange when returning your currency if you opt for this service. On your return to France, you can visit any of our branches whose staff will process the return and credit your payment method. The maximum return amount of currency is 200,00 €. All Buy-Back Protection transactions must be completed within 30 days of the original transaction.

How much will I be charged when ordering travel money online?

ChangeGroup is one of the leading global providers of foreign exchange and our online service provides great value. We do not charge commission on any online foreign currency orders and you always have full visibility of the rate of exchange that will be applied to the currencies you purchase. There are also no delivery or handling charges.

How much can I order online?

The maximum online order value is a total of €2 500,00 in foreign currencies per transaction. Also, a cumulative total of €10 000,00 applies for any number of orders for each customer within a 12-month period. All online purchases are also subject to approval by your card provider, which set their own transaction limits as per their terms and conditions.

Should you wish to order a larger amount or transact more frequently, please contact our customer services who will be delighted to help you with your query. You can contact us at Tel: (0)158 1834 80 or at orders@changegroup.fr

Can I order more than one currency?

Yes, you can order more than one currency in one order, as long as the overall order value does not exceed € 2 500,00.

The currency I need is not listed in your online service - How can I order it?

If the currency you require is not listed online, we are still very likely to be able to help with your query. Please contact us:

• e-mail us at orders@changegroup.fr
• call our Travel Money Online helpdesk on (0)158 1834 80
• visit one of our stores where our team members will be delighted to advise you. To locate your nearest store, please click here.

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

If you do not know which currency you should take on your trip, please contact our Travel Money helpdesk where our team members will be delighted to help you. Please email us at orders@changegroup.fr or call our Travel Money Online helpdesk on (0)158 1834 80

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

To check our rates before ordering please use our currency calculator on our home page or view Our Rates page, listing each currency we offer online and the day’s exchange rate. The exchange rate is also displayed throughout the ordering process.

Can I select the note denominations of my foreign currency order?

You will not be able to select specific note denominations online. However, if you place your order during our TMO Helpline opening hours, please feel free to call our team members straight after placing your order, and they will do their best to fulfil your order in the denominations requested. Alternatively, please call our helpline prior to placing your order to ensure the required denominations are held in stock.

Do you offer the same rates online as in your city centre or airport branches?

No, the rates shown on our website are our best rates, extremely competitive and some of the best available anywhere. We are able to offer these exceptional rates because we do not incur the same overheads for our online business as we do in our physical locations.

I placed an order online, but I did not receive an email confirmation - What should I do?

Our email confirmations are sent out automatically. Please check your junk email What time does your Travel Money helpline open? Our Travel Money helpline is open from Monday to Thursday 9:00 - 18:00 and on Fridays 9:00 - 16:00 excluding bank/public holidays. Internet orders can be placed 24 hours a day 7 days a week. folder and should you not have received our confirmation, please contact us at orders@changegroup.fr or at our Travel Money online helpdesk on (0)158 1834 80

What time does your Travel Money helpline open?

Our Travel Money helpline is open from Monday to Thursday 9:00 - 18:00 and on Fridays 9:00 - 16:00 excluding bank/public holidays. Internet orders can be placed 24 hours a day 7 days a week.

Collection

How long will it take before I can collect my order?

We will ask you to select your chosen pick-up date when placing your order. Orders for currencies placed before 2pm Mon-Fri, will be available for collection from the next business day onwards at your chosen branch. For orders placed after 2pm, please allow an additional business day for collection. Please note, collection is subject to the opening times of the designated collection branch (opening hours will be visible at the time of your order and you can also view them on our web site). Please note a “business day” is Monday-Friday, and excludes public holidays. Shipments to branches will not be made on the weekends or on public holidays. For example, if your order is placed on Sunday, with the following Monday being a public holiday, your order will be shipped on the Tuesday, ready for collection on Wednesday.

Will I be charged any fees for handling, delivery, or collection?

We don’t charge any delivery, handling or collection charges in France – it is entirely free.

What identification do I need when collecting my currency from a ChangeGroup branch?

When collecting your order at one of our branches, you will need to provide the following:

1. Your order acknowledgment confirmation
2. Your valid Passport, French Drivers Licence or Photo ID Card. Please note, the name of your ID document must match that of the payment card or bank account holder.

Please note, collection is subject to the opening times of the designated collection branch (opening hours will be visible at the time of your order and you can also view them on our web site). If collecting from one of our airport branches, please remember to allow sufficient time to make your collection before departure.

Payments

Which payment methods do you accept?

Currently we accept the following debit / credit cards (issued in France) for payment: Visa, Visa Electron and Mastercard.

How do I know my payment details are secure?

ChangeGroup is a recognised provider of foreign currencies with nearly 30 years of experience. We operate a fully secure online ordering system, which ensures the protection of your personal information. All payments are processed by a secure third-party payments provider, Paycheckout B.V. We comply with PCI standards and use secure servers, with all relevant data being encrypted. Please note, we will never ask you for your password. In case you receive any suspicious requests, please do not respond, and contact us at orders@changegroup.fr.

How secure is my personal data?

ChangeGroup will never release your data to third parties, except for the processing of your payment by our payments provider Paycheckout B.V. ChangeGroup may however periodically contact you with relevant promotions or news, but we will never pass on your details to other retailers. Naturally, you can opt out of these e-mails by clicking on the appropriate link at the bottom of the e-mail. Please see our Privacy Policy for more details.

Changes and Returns

Can I change the details of my order once I have received confirmation?

You will not be able to change the contents of your order once your payment has been accepted and order confirmed. If you would like to change your collection branch or date, please contact our team on (0)158 1834 80 as soon as possible, and they will try and help you if your order has not yet been shipped. Should you wish to cancel or return your order, please refer to our terms & conditions for the options available.

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

If you have purchased our "Buy-Back Protection" (at € 6,95 per order) you will be able to return any of your left-over currency to any of our branches, at the same rate as your original purchase. There is also no commission levied on the exchange when returning your currency if you opt for this service. On your return to France, you can visit any of our branches, whose staff will process the return and credit your payment method. The maximum return amount under BuyBack Protection is 200,00 € and all BuyBack transactions must be completed within 30 days of the original transaction.

If you have not purchased our BuyBack protection, we also offer a free “Returns”-service to our customers in France. When you return to France, you can change your left-over foreign currency back to Euros at any of our branches, commission-free, upon presentation of the original transaction receipt. The "Returns" service is subject to the buy-rate of exchange offered on the day the of the return, in the branch the currency is being returned to and must be completed within 30 days of the original transaction. We will only buy back currencies commission-free, up to the value of the original purchase.