Frequently Asked Questions |
|
Is my currency really commission free? |
The Change Group is one of the leading global providers of foreign exchange and our online service provides our best rates. We do NOT charge any commission for online foreign currency orders and postage is absolutely FREE on all orders. |
|
Will I be charged for delivery? |
Royal Mail delivery is available for all transactions when delivery is requested to the cardholder’s address Monday to Saturday. For deliveries between Monday to Friday we charge £4.95 and Saturday delivery £6.95. |
|
Is there a charge for using my credit/debit card? |
We do not levy any charge for using your credit or debit card. It is absolutely FREE. If your payment is made using a credit/debit card a fee may be charged by your
card issuer as a cash advance fee in addition to interest if applicable. This
charge is not levied by The Change Group and we do not accept any liability for
these charges. |
|
What type of credit/debit cards do you accept? |
We accept credit/debit cards issued in the UK, Solo, Maestro, Visa & MasterCard, American Express, Meastro, JCB and Diners Card only. Please note that we will only deliver to the cardholder’s billing address. |
|
Is there a minimum/maximum order amount per transaction? |
The maximum order value using the Faster Payments option is £2500 and for card payments is £800 and the minimum order value is £200 within a 30 day period. |
|
Can I cancel my order? |
You may not cancel an order once payment has been accepted. |
|
Can I change the details of my order once I have received confirmation? |
You may not make any amendments to an order once payment has been accepted and confirmation received. |
|
I placed an order but I did not receive an email confirmation, what should I do? |
As our confirmation system is automated this should not happen,
however in such an instance you should contact us at: tmoorders@changegroup.co.uk or call us on 0207 734 8620 |
How will my order be delivered? |
Standard orders are dispatched using Royal Mail Delivery Service, further details & delivery times can be found in our Terms & Conditions. If no one is likely to be available to receive the delivery during the week, you can arrange special delivery on a Saturday at a small extra cost. |
|
How can I get currency delivered to my office? |
At present this is not possible but if no one will be home at the billing address during the week you can arrange for a special delivery on Saturday to your billing address. |
|
What happens if I miss the postal delivery? |
As this is a special delivery someone needs to be there to sign for this in person. If you are not there when Royal Mail attempts delivery a notification slip will be left for you to contact and arrange re-delivery or collection. |
|
What do I do if my order does not arrive within the specified days? |
In the unlikely event that your order has not arrived as expected please call us on 0207 734 8620 or email us on tmoorders@changegroup.co.uk |
|
I do not know which currency I need for my trip, what should I do? |
If you do not know what currency you should take on your trip then please email us at
tmoorders@changegroup.co.uk |
|
The currency I require is not listed, how can I order it? |
If the currency you require is not listed, please email us at
tmoorders@changegroup.co.uk
|
|
How do I know my payment details are secure? |
TCG operates a fully secure online order system so that all personal information you enter is protected. We will comply with PCI standards and we will be using secured servers with all relevant data being encrypted. Please note, we will never ask you for your user name and password to be sent by email. In case you receive any such request please do not respond and contact tmoorders@changegroup.co.uk |
|
What time does the Customer Service phone line open? |
Our line is open from Monday - Friday 08:30 - 16:30. Internet orders however can be placed 24 hours a day 7 days a week. |
| |
| What are the benefits of buy back guarantee? |
| If you opt for the buy back guarantee your left over currency will be bought by TCG at the same rate you purchased the currency from us totally COMMISSION FREE |
| |
| When will my card be debited? |
| After entering the card details you will be asked to press the 'continue' button. Once this button is pressed and your order is accepted online, we will validate your card and funds will be set aside. If your order is not accepted funds will be released to your card but your card issuer may take over 24 hours to release the amount to your account and your drawing amount may be reduced till that happens. The release of credit lies with your card issuer. In case you try to make payment again, your card issuer may set aside the amount again. Also note that your card issuer may limit your maximum value of a cash transaction irrespective of the card limit. Please check with your card issuer. |
| |
| How will I know the transaction is successful? |
| If your transaction is successful a message to that effect will be displayed on screen which should be printed and retained for your record. In addition an email will also be sent confirming the order |
| |
| What do I do with the unused currency after my return? |
In order to guarantee the same rate you could enable the buy back option while ordering foreign currency. Please send your left over currency (by special delivery)- to
TMO Returns Service, The Change Group, 173, Regent Street, London, W1B 4JQ
and your card/account will be credited. Separate terms and conditions apply to the buy back. The Change Group supports a charity called the Tree Foundation and if you wish us to donate the unused currency to the Tree Foundation (www.tree-foundation.org) we would be pleased to do so.
|
| |
| What documents do I bring with me when I come to collect my foreign currrency from The Change Group branch? |
When collecting your currency please bring with you:
- The order acknowledgment confirmation (please print email)
- Your valid passport or UK Driver License
- The debit/credit card used for making the payment (not required if Faster Payment method used)
|
| |
| How secure is my personal data? |
| The Change Group will never release your data to third parties except for processing your payment and to other parties to process your order. The Change Group may however periodically contact you regarding offers which may interest you. Naturally you can opt out of these emails by clicking on the appropriate link at the bottom of the email. Please see our Privacy Policy for more details. |
| |
| Can I transfer funds via internet banking to The Change Group to buy foreign exchange? |
Yes you can. Please transfer funds to the following account
Bank: Royal Bank of Scotland
Bank A/C No: 10328836
Sort Code: 16-00-30
A/C Name: The Change Group Corporation Ltd
Please remember to quote your order number |
| |
