FAQ
Placing Orders Online
- How do I order currency online?
ProsegurChange Germany offers a ‘Reserve & Collect’ service for placing foreign currency orders online. This means you can pre-order your currency online at the prevailing day’s exchange rate and pay for it upon collection at the branch of your choice.
Simply select your destination currency and enter the amount you would like to order, either in euros or in the foreign currency.
Then select the ProsegurChange branch from which you would like to collect your order and choose your collection date. Please ensure that you enter your address and contact details carefully.
- How much will I be charged when exchanging currency online?
We do not charge any commission on online foreign currency orders collected from ProsegurChange branches. You will always have full visibility of the exchange rate applied to your purchase.
- How much can I order online?
The maximum online order value is a total equivalent of €6,000 per transaction.
- Can I specify my preferred currency denominations when ordering online?
When placing an order online, you may wish to personalise the denominations of your currency. Unfortunately, it is not possible to select specific note denominations online.
- How do I know what exchange rate is being applied to my order?
At the time of placing your order, you will be shown an estimated sale price on the website. This may vary depending on the collection date. The final amount will be calculated and paid at the selected branch on the day of collection, based on the exchange rates applicable on that day.
- Do you offer the same rates online as in your branches?
Exchange rates may differ between online and in-branch, as the ‘rate of the day’ applies when you collect your order at the branch.
- I placed an order online but did not receive an email confirmation – what should I do?
Confirmation emails are sent automatically. Please check your junk or spam folder. If you have not received a confirmation, please contact us by email at info-de@prosegurchange.com.
Questions about Currencies
- Can I order more than one currency?
Yes, you may order more than one currency within a single order, provided the total value does not exceed €6,000.
- The currency I need is not listed on your website – how can I order it?
If the currency you require is not listed on our website, we will most likely still be able to assist you. Please contact us by email at info-de@prosegurchange.com or visit one of our branches, where our team will be happy to advise you.
- I do not know which currency I need for my trip – what should I do?
If you are unsure which currency to take on your trip, please contact our Travel Money helpdesk. Our team will be happy to assist you. You can reach us at info-de@prosegurchange.com.
Order Collection and/or Delivery
- Where can I collect my order?
When placing your order, you will need to select the ProsegurChange branch where you would like to collect it, as well as your preferred collection date.
- How long will it take for my order to be ready?
It will take a few working days for your order to be ready for collection at your chosen branch.
- What documents do I need when collecting my currency?
When collecting your order at one of our branches, you will need to provide:
- Your order confirmation number
- A valid passport, driving licence or national identity card
Please ensure that the name on your identification matches the name on the order.
Please note that collection is subject to the opening hours of the selected branch (these will be displayed during the ordering process and are also available on our website). Kindly allow sufficient time to collect your order before travelling.
- Can I nominate someone else to collect my order on my behalf?
Yes, you may nominate another person to collect your order on your behalf.
- What should I do if I miss my collection date?
If you miss your collection date, please contact us at info-de@prosegurchange.com, and we will endeavour to arrange an alternative date that suits you.
Payment on Collection
- Which payment methods do you accept?
We currently accept payment by cash and card.
- How do I know my details are secure?
ProsegurChange is a well-established foreign currency provider with nearly 30 years of experience. We operate a fully secure online ordering system to protect your personal information.
We comply with PCI standards and use secure servers, with all relevant data encrypted. Please note that we will never ask you for your password. If you receive any suspicious requests, please do not respond and contact us immediately.
- How secure is my personal data?
ProsegurChange will never share your data with third parties, except where necessary for payment processing or to comply with legal requirements.
We may occasionally contact you with relevant promotions or updates; however, we will never pass your details on to other retailers. You can unsubscribe from these emails at any time by using the link provided at the bottom of the message. Please refer to our Privacy Policy for further details.
Order Cancellations & Returns
- Can I cancel my order?
Once an order has been placed, it cannot be cancelled online. If you need to make changes, please contact us so that we can cancel the order. You may then place a new order.
• Can I modify my order after receiving confirmation?
Once payment has been accepted and your order confirmed, it is not possible to amend the order details.
If you wish to change the delivery method or collection date, please contact our team as soon as possible at info-de@prosegurchange.com. If your order has not yet been processed, we will do our best to assist you.
For cancellations or returns, please refer to our terms and conditions for the available options.