Frequently Asked Questions

How secure is your online money order system?

Our security experts use the latest combinations of encryption and technology to keep your money safe and secure. Amongst others, we encrypt all personal data into an encoded form and we run a data integrity test to confirm that data has not been tampered with.

How do you protect my personal data?

We take privacy of your information extremely seriously. Information provided will be stored and used in line with strict data protection standards and guidelines of ChangeGroup whilst fully adhering to regulatory responsibilities. Read Our Privacy Policy here. If you have any further questions, please get in touch with us at: tmouk@changegroup.co.uk.

Can I order by phone?

Yes, we can take orders over the phone but can only arrange a branch pick up option for this service.  Please call us at: 0207 637 5063

Do you charge a commission when buying foreign currencies online?

No, we do not charge a commission for foreign currency transactions.  However, if you would like to order British Pounds to your home, we will charge a small commission.

Do you charge for using debit/credit cards?

We do not charge for using a debit or a credit card.

Do you accept corporate/business Credit Cards?

We only accept personal debit and credit cards. Cards registered under a business or a Corporation cannot unfortunately be accepted.

Can I pay for the order using someone else’s card?

Our online travel money order service is for personal use only. We can only send out money orders to the same address that your card is registered at.

Do you have any limits on orders placed online?

For security reasons, our maximum cumulative online order value each month is £2500, and the maximum number of online transactions allowed within a month is two. Should you need to place an order more frequently, or for a larger transaction size, please contact us, and we would be pleased to help you arrange for this. Please call us at 0207 637 5063 or email tmouk@changegroup.co.uk.

Can I order more than one currency at the same time?

Yes, we stock most common and exotic currencies and welcome orders of multiple currencies (subject to maximum order value of £2500). View our commonly offered currencies here.

Can I amend my order?

You cannot amend an order online once it has been placed. If you need to make a change to your order please contact us and we can cancel your order and payment. Thereafter, you can place a new order. Please note that cancelled payments may take up to 5 working days to appear back in your bank account.  To cancel or amend an order, please call 0207 637 5063.

How do I know that my Travel Money order has been successful?

We use an automated order confirmation system. You will receive an email confirmation once an order is successfully placed. In the unlikely event that a confirmation email is not received, please check your junk email or alternatively please get in touch with us at: tmouk@changegroup.co.uk.

What delivery options do you offer?

Place your order before 12 noon and we will ship your order the same day.. Orders made after 12 noon will be shipped the following business day.

Our Delivery options include:

Royal Mail Special Delivery Express £9.95 - Delivered within 24 hours. (Order will be delivered within 24 hours from shipment).

Royal Mail Saturday Special Delivery £12.95 - Your order will be delivered on your chosen Saturday (Orders must be placed by 12 noon on Friday to qualify for a given Saturday).

Can I amend the date of delivery?

Unfortunately, the date of delivery cannot be changed online after placing the order. However if you contact tmouk@changegroup.co.uk we will do our best to accommodate your requirements.

Who can sign for the delivery?

We will send your order through Royal Mail. Anyone who lives with you at your address can sign for the delivery.

What happens if I miss the postal delivery?

As this is a special delivery, someone needs to be at your address to sign for the package in person. If no one is at home when Royal Mail attempt delivery, a notification slip will be left for you to contact Royal Mail to simply arrange re-delivery on a suitable date.

Do you offer a Buyback service?

Yes. Our Buyback service entitles you to return any unused currency to us at the same exchange rate you originally purchased from us, commission free. The Buyback service can be purchased online simply and easily, at the same time as ordering your currency.

How do I return my leftover currency to you using the Buyback service?

Please send us an email to tmouk@changegroup.co.uk mentioning how much of a particular currency you would like to return along with your order number and we will respond with simple return instructions.

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

Yes, Buyback needs to be requested within 60 days of the original transaction date.

What do I do if my order does not arrive within the specified delivery time?

In the unlikely event that your order has not arrived as expected, please call us on 0207 637 5063 or email us on tmouk@changegroup.co.uk and we will resolve the issue as soon as possible.

The currency I require is not listed in your online order service, can I still order it?

Yes, very likely. We stock more than 90 currencies in our international network, so if the currency you require is not listed, please email us at: tmouk@changegroup.co.uk and we will do our best to accommodate your requirement.

Still have a question?

Please contact us at tmouk@changegroup.co.uk or at Tel 0207 637 5063.