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.

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: 020 7357 9700 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. 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

  • 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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