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Frequently Asked Questions

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Most common frequently asked questions

  • How much does it cost to order with AIRGOFX?

    It is completely free to use our website and our app. The app is free to download, there is no commission and no hidden charges. We wouldn’t be saving you any money if we did.

  • When will my currency be ready to collect?

    If you are ordering Euros or US Dollars, your currency will be ready immediately. For all other currencies; if you order before 10am, you can collect same day from 4pm, orders placed after 10am will need to be collected the next working day from 4pm. If we are delivering to you, your currency will be with you 48 hours after placing your order, your delivery date will be confirmed on your confirmation and all orders are delivered before 1pm on your delivery date.

  • Can I order now and collect next week?

    If you pay by bank transfer we will hold your order until collected. For pay on collection orders, we will hold your order for 24 hours.

Collection

  • When will my currency be ready to collect?

    If you are ordering Euros or US Dollars, your currency will be ready immediately. For all other currencies; if you order before 10am, you can collect same day from 4pm, orders placed after 10am will need to be collected the next working day from 4pm. If we are delivering to you, your currency will be with you 48 hours after placing your order, your delivery date will be confirmed on your confirmation and all orders are delivered before 1pm on your delivery date.

  • Can I order now and collect next week?

    If you pay by bank transfer we will hold your order until collected. For pay on collection orders, we will hold your order for 24 hours.

  • What are your branch opening times?

    Cabot Place (Canary Wharf): Mon-Fri: 08:30am - 8pm / Sat: 10am - 7pm / Sun: 12pm - 6pm.

    Canada Place (Canary Wharf): Mon-Fri: 08:30am - 8pm

    London Bridge: Mon-Fri: 7.45am - 6.30pm.

    The Shard Arcade: Mon-Fri: 7.45am - 6.30pm / Sat: 10.00am - 5.00pm

  • Can someone else collect my order for me?

    Only the customer who places the order may collect their order from us.

  • I can't find a collection branch local to me?

    If we regrettably do not have a branch near your location, you can place an order for home delivery

  • Do I get the same rates if I do not order online but walk into one of your collection branches?

    We offer the best exchange rates online, to benefit from our unbeatable rates you must order online or via our app. You may get a worse rate if you do not order online first.

Home Delivery

  • What denominations will you send me?

    We will usually send you a mixture of notes, unfortunately you cannot specify the denominations mix at this current time.

  • What happens if I'm not home to accept the delivery?

    Your package will be taken to your local sorting office for you to collect at a convenient time. Royal Mail will post a calling card through your door on attempted delivery with the details you need. You will be required to show ID when collecting from your local sorting office.

  • What happens if my order hasn't arrived on time?

    AIRGOFX cannot be held responsible for any delays made by the Royal Mail but please let us know if you do not receive your currency on the specified day.

  • How much does home delivery cost?

    Delivery is FREE for orders of £750 or more, for orders under £750 cost £4.99. All deliveries are made by Royal Mail fully insured special delivery, this insures you against the extremely rare occasion of any loss of currency.

  • When will I receive my currency?

    Monday to Thursday all orders will be with you within 48 hours of your order being placed. Orders placed on Friday, Saturday & Sunday will be with you the following Tuesday. All deliveries will be before 1pm on the delivery date. You can also choose a delivery date if you prefer to receive your currency later than 2 days. We currently do not offer a Saturday delivery service.

  • Can I use a different delivery address to my billing address?

    For security reasons all orders must be delivered to the billing address to where your debit card is registered. Bank transfer payment can also only be delivered to a customers home address.

  • How can I change my delivery date?

    Once an order has been placed, it cannot be amended for fraud protection. We will have to cancel your order and a new order will need to be placed. Please note we can only deliver currency to your billing address which the card you are using to pay is registered to for safety and security reasons

  • Can you deliver to my office?

    Unfortunately for security reasons we can only deliver to your billing address where your debit card is registered.

Sell Currency

  • Can I return my unused currency to you?

    Yes of course, you can pop into one of our branches or send it by post. See our sell currency page.

  • If I send currency by post, when will you credit my account?

    Typically, when a buy back is received it is processed the very same day.  This means that the funds will show in a customers account within 2-4 working days

  • Do you buy back foreign currency coins?

    Unfortunately we only buy back foreign currency notes

  • What currencies do you buy back?

    We buy back every currency we sell which is 48 different currencies, for a list of all the currencies and our buy back rates see our Exchange Rates page

  • What exchange rate will I get when you buy back my currency?

    We will provide you the best rate at the time we receive your currency, in-store or by post. View our current buy back rates here

  • Do you charge when you buy back currency?

    No. We do not charge any commission or have any hidden fees

  • How do I send you my foreign currency?

    Send your currency to our London Bridge office using Royal Mail special delivery. You will need to ensure you have all the required documentation included with your currency when sending it to us. Please refer to our Buy Back Currency page for more information

  • What does buy back mean?

    A buy back is when you sell any unwanted foreign currency to us and we buy it from you. For our buy back rates, visit our Exchange Rates page

Ordering Online

  • Can I order different currencies in the same order?

    Yes, you can order as many different currencies as your need in one transaction

  • How much currency can I order online?

    £2,500 may be ordered for home delivery as this is the maximum insured by the Royal Mail special delivery service.

  • There are sufficient funds in my account, but my card has been rejected. What should I do?

    Customers must ensure that the associated address on the debit card used must be the same address for delivery.  There may also be several reasons as to why a transaction has failed.  In the first instance please contact our postal department on Tel: 0207 175 3031 and we will check the details of the failed transaction

  • How will I know my order has been successful?

    Once you have placed your order, you will see a confirmation page confirming your order has been successful. You will also receive an email confirmation to the email address you provided when ordering

  • I haven't received an email confirmation. What should I do?

    Check your junk/spam email folder in case the email has incorrectly filtered into there. If you still cannot see that you have received your order confirmation, please contact us

  • What payment methods do you accept?

    Collection orders can be paid on collection in cash or by debit card, you can also pay by bank transfer on the day you place your order. All home delivery orders must be made by bank transfer or a debit card, NO CREDIT CARDS ACCEPTED. We accept Visa Debit & Mastercard Debit.

  • Why do I need to create an account?

    You do not need to create an account with us to order online, if you wish to create an account, we will remember you details for the next time you use us to speed up the order process for you. Do not worry your details are safe with us, we never share information with third parties, see our Privacy Policy for more information

  • How can I view my order?

    Once your order is successful you will receive an order confirmation by email detailing your order information

  • How do I update my contact details?

    You can update your contact details via our app or by sending us an email to info@airgofx.com

  • When are your exchange rates updated?

    Our exchange rates are updated every hour to give you the fairest rate possible

  • Are your rates the same for collection and home delivery?

    Yes, the rate will always be the same whether you choose collection or home delivery

  • Can I change my order?

    No, unfortunately it is not possible to change your order after it has been placed. We can however cancel your existing order so another order can be placed with the required changes

  • I am having trouble using your website

    Please ensure you are using the latest version of your internet browser, you can also order from our website on your mobile or tablet. We also have an app available on iOS and Android devices, which can be downloaded via the Apple App Store or Google Play Store

  • Why does the system round up my order?

    Orders are rounded up to the nearest denomination available for the currency you have chosen, this is to benefit you as it allows us to give you only currency notes and no coins 

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