Home delivery FAQs

Can I order different currencies all in one go?

Yes, you can order different currencies, all as part of the same transaction.

What if the currency I need is not listed?

Unfortunately, if you can't find the currency you need, it means we won't be able to fulfil your order online at this time. 

How much currency can I order online?

The minimum order value is £250. The maximum limit is £2,500. You can place one order every 14 days, up to a total of £9,000 a year. Remember: It is your responsibility to check whether or not your destination country implements any import or export restrictions on currencies. Here in the UK, you must complete a Cash Declaration Form, if you intend on taking out or bringing in more that €10,000, whether in banknotes or on a prepaid card. This form can be obtained from the H.M. Revenue & Customs website, www.hmrc.gov.uk or by phoning 0845 0109 000.

How far in advance can I order my currency?

When you place your order, you will be given the option to select a preferred delivery or collection date up to 10 days in advance.

Will I know what exchange rate is being applied?

Yes. Our exchange rates are updated daily and are displayed during the ordering process.

Do you charge commission or other fees to buy foreign currency notes?

All orders are commission free. We won’t charge you for using a debit card. If you pay for your currency using a credit card we will apply a 1.95% credit card fee (MasterCard or Visa) to the total purchase amount. If a delivery charge is applicable to your order, this will be calculated and displayed during the ordering process.

What are the delivery/collection lead times?

Home delivery
Order placed and confirmed Order delivered
Before 2pm on a business day Next business day
After 2pm on a business day Second business day
On a non-business day (weekend or bank holiday) Second business day
Branch collection
Order placed and confirmed Order ready for collection
Before 2pm on a business day Second business day
After 2pm on a business day Third business day
On a non-business day (weekend or bank holiday) Third business day

What denominations will you send me?

We'll normally send you a mixture of notes. It is not possible to specify the specific denomination mix.

Will you call me about my order?

We may need to get in touch with you to ask for more information. Please make sure your contact details are always up-to-date.

Can I change or cancel my order?

No. As you are buying a money product from us, you can't cancel or amend an order once it has been placed. We are happy to buy back any currency you order by mistake, at any Moneycorp branch.

Can I return my unused currency to you?

Yes. As long as you bought it from us in the first place, you can take your leftover currency to any moneycorp bureau. We'll buy it back, commission free. Just remember your receipt. Currency is bought back at the bureau’s buy rate at the time of the request. This rate is clearly displayed in the bureau and is different to the rate applied when you purchased your currency online.

When will my payment card be debited?

When you select the ‘make payment' button on your order, we will send a pre-authorisation request to your bank/card issuer. If they authorise the payment, your card details will be sent for fraud and anti-money laundering checks. Once these are passed successfully, we will send your bank/card issuer a fulfilment instruction and we will send you a confirmation email. Your card will be debited at this stage. If, for some reason, your order cannot be completed, you will be notified and the payment card will not be charged. However, your bank/card issuer may still hold the funds for up to 10 days and we would recommend that you contact them directly to speed up the release of the funds. If you retry the payment with the same card, your bank/card issuer may hold the same amount again, thereby reducing your credit limit. If you think your card payment has been declined in error, please contact your bank/card issuer to check all your details are correct before contacting us – they will be able to provide you with more information than we will. Some banks/card issuers set a maximum value for a cash transaction, irrespective of your card limit. Please check with your bank/card issuer if you have problems using your card on our website.

How will I know my transaction has been successful?

Once you've placed your order, it will automatically go through fraud and anti-money laundering checks. You will receive an email confirming or rejecting it within four hours. (Please note that this could vary for orders placed overnight or at weekends.) Due to data protection regulations, we can't disclose the reason for a failure and you will need to contact your bank/card issuer directly for more information.

My email confirmation has not arrived. What should I do?

Check your junk email folder, just in case the message has been caught by your system security.

How do I know my payment details are secure?

We operate a totally secure ordering system, so your personal information is fully protected. Our server software encrypts all the information captured during the checkout process and we NEVER store your payment card details.

I know that there are sufficient funds in my account, but my card has been rejected. What should I do?

Unfortunately, we aren't in a position to discuss issues like this. Please contact your bank/card issuer directly.

What are the delivery options and how much do they cost?

Your currency can either be delivered to your home address by secure Royal Mail Special Delivery™ or you can collect it from any participating Moneycorp branch. If your home delivery order is received and confirmed by 2pm on a business day, you can opt for guaranteed next-day delivery. For all delivery options and charges, please see the table below.

 

Order value Delivery type Saturday delivery? Delivery cost
Below £1,000 Standard (pre-1pm) N £9.99
Below £1,000 Standard (pre-1pm) Y £13.49
Below £1,000 pre-9am N £15.00
Below £1,000 pre-9am Y £18.50
£1,000 or above Standard (pre-1pm) N FREE
£1,000 or above Standard (pre-1pm) Y £3.50
£1,000 or above Pre-9am N £15.00
£1,000 or above Pre-9am Y £18.50

 

Deliveries to your UK card billing address will be made by 1pm on the requested delivery date (5:30pm for rural areas). Other delivery options are available, including a pre-9am service priced at £15 and a Guaranteed Saturday Delivery service, available for an additional £3.50. All available delivery options and associated costs will be displayed during the order process. Occasionally Royal Mail may attempt to deliver on a Saturday, even if you have not selected the Guaranteed Saturday Delivery service. This means that for orders requested for delivery on a Monday, we cannot guarantee that the order will not be delivered on a Saturday. This is at the discretion of the Royal Mail and is beyond our control. What happens if I want my currency delivered to a different address from my card billing address? In order to prevent fraud and protect our customers from identity theft, we only deliver to the billing address of your credit or debit card.

What happens if nobody is in when my currency arrives?

All Royal Mail Special Delivery™ orders need to be signed for in person. So, it is essential that you, or someone you trust, is at the delivery address when your currency is due to arrive. If no-one is available to sign for the order, a notification card will be left advising you that the package has been sent to your local sorting office, for you to collect at your convenience. Photo ID and a signature will be required when picking up the order from the sorting office.

How does Special Delivery work?

As long as your order is confirmed before 2pm on a business day, it will be despatched via Royal Mail Special Delivery™, which guarantees next-working-day-delivery before 1pm (5:30pm in rural areas). If you have selected the pre-9am or Guaranteed Saturday Delivery service, your order will be delivered accordingly. A signature will be required on delivery of all orders. You must not accept any packages which appear to have been tampered with or damaged during transit by Royal Mail. If you sign for a package which has been damaged or tampered with, we cannot accept responsibility for any financial loss. We will not be liable for any losses or expenses arising from late or non-delivery. If Royal Mail fails to deliver an order, a full refund may only be granted after 10 working days since despatch.

What if my order hasn't arrived on time?

You can track your order using your tracker number and the Royal Mail Tracker link found on your order confirmation email. If your order was despatched, but you haven't received it within the allotted time period, please contact us and we'll do our best to get things sorted.