Terms and Conditions


This Service* is provided by eurochange* which provides Online ordering, payment collection, fulfilment and delivery Services on behalf of NatWest Group. You* are accessing this Service via a direct link from the NatWest.com website to eurochange .
These terms are between you and eurochange and you agree to them by using this Service.
By using this Service, you acknowledge that you have read and understood these terms and agree to be bound by them. If you do not agree with the terms set out below, you should not use this Service. Your use of our Service constitutes your agreement to follow and be bound by these terms.
(* defined below)
In these terms:
• ‘Online’ means access to the Services through the internet on our Website;
• ‘Order’ means your order our Services as set out below.
• 'eurochange’/‘we’/‘us’/‘our': refers to eurochange Ltd whose registered office is Essex House, Rutherford Close, Meadway Corporate Centre, Stevenage, Hertfordshire, SG1 2EF (company number 02519424) and with VAT number 760881707;
• ‘Home Delivery Transaction’ has the meaning set out in term 4.1(a);
• ‘Click & Collect Transaction’ has the meaning set out in term 4.1(b);
• ‘Service’ means the foreign currency purchased by you at the agreed exchange rate pursuant to these terms and conditions (more specifically those services set out below);
• ‘Telephone’ means the telephone line through which you have accessed the Service;
• ‘Website’ means the internet site (www.natwest.eurochange.co.uk) through which you have accessed the Service;
• ‘Working Days’ means from 9.00am – 5.00pm Monday to Friday (inclusive) excluding bank and public holidays in England and Wales;
• ‘Writing’ means written or email communication; and
• ‘You’/‘your’ means a person agreeing to these terms and conditions in order to use our Service.


2.1 How to contact us. You can contact us by Writing to us at [email protected] or

eurochange Limited,
PO Box 435,
SG1 9GA.

2.2 How we may contact you. If we have to contact you we will do so by telephone or by Writing to you at the email address or postal address you provided to us in your Order.


3.1 How we will accept your Order.

Website: As part of the Order process you will have reviewed and agreed to these terms and conditions and accepted these by clicking ‘confirm order’. Our acceptance of your Order will take place when the confirmation page on the Website is displayed and/or you receive your email confirmation at which point a contract will come into existence between you and us.

Telephone: By making payment over the Telephone you are agreeing to these terms and conditions. Our acceptance of your Order will take place when you receive your email confirmation at which point a contract will come into existence between you and us.

3.2 Your order number. We will assign an Order number to your Order and tell you what it is when we accept your Order. It will help us if you can tell us the Order number whenever you contact us about your Order.

3.3 We only sell to persons who are located within the UK. The Debit or Credit Card used by you will be registered to you at your existing address. The Website and Telephone Service is solely for the provision of our Service in the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK.

3.4 Do not use our service in breach of applicable laws. You must not use our Service (as described in these terms) in breach of any applicable law, rule and/or regulation. In submitting Orders, you warrant that you are not breaching and do not intend to breach any applicable law, rule and/or regulation whilst availing of the Services set out in these terms.

3.5We reserve the right not to accept Orders placed with us, at our sole discretion, for any reason.


4.1 Website and Telephone Buy Travel Money Transactions. There are two types of Buy Travel Money Transaction which you are able to enter into on the Website or Telephone, namely:

(a) a Home Delivery Transaction – this is where your exchange rate is agreed Online, you pay Online via debit or credit card and your travel money is posted via Royal Mail Special Delivery to a residential address within the UK;

(b) a Click & Collect Transaction – this is where your exchange rate is agreed Online, you pay Online via debit or credit card and collect your purchased travel money from your requested eurochange location.

4.2 Exchange Rates. Before placing your Order, we shall provide you with exchange rates on the Website or Telephone, based on the currency and amount of travel money you wish to purchase from us. You may, using these exchange rates, place an Order for entering into a Home Delivery Transaction or a Click & Collect Transaction by following the instructions on the Website or by speaking to the sales advisor on the Telephone.

4.3 Payment - you must pay us on time.

If you enter into a Home Delivery Transaction, or a Click & Collect Transaction, you may pay us by debit or credit card;

Payments by debit or credit card will not incur a surcharge from eurochange but you may be charged by your card issuer – please check their terms and conditions if you are unsure. Debit card payments that are declined by your bank may lead to the funds being set aside as on ‘hold’ by your card issuer. We have no control of this process and are not liable for any difficulties that arise from this.

4.4 Delivery of travel money

(a) you enter into a Home Delivery Transaction, the purchased travel money will be delivered to you through Royal Mail’s Next Day Delivery Service;

(b) you enter into a Click & Collect Transaction, you shall collect the purchased travel money from the eurochange location set out in your Order confirmation;

4.5 Minimum and maximum order amounts.

(a) Home Delivery Transactions have a minimum Order value of £200 and a maximum Order amount of £2,500 sterling;

(b) Click & Collect Transactions have a minimum Order value of £200 and a maximum Order amount of £2,500 sterling;

We reserve the right to amend these amounts at any time at our discretion.


5.1 All Orders where we sell currency to you will be rounded up to the nearest suitable denomination.

5.2 Orders for ‘next day’ delivery for Home Delivery Transactions must be completed before 2.30pm Monday to Friday. Please note that deliveries are not available on public holidays or Sundays. You must allow adequate time before you travel for your delivery.

5.3 By placing an Order, you warrant that you are acting on your own behalf and that the information that you provide to us is true and accurate in all respects, that you will not withhold any material information from us, and you will provide us with any information that we may reasonably require.

5.4 We may need certain information and/or documentation from you so that we can supply the travel money to you, for example, verification of your identity or address. We will contact you in Writing or when you attend a eurochange branch to ask for this information and/or documentation. If you do not give us this information and/or documentation within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may refuse service, end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the travel money late or not supplying all or any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.


6.1 All Home Delivery Transaction purchases will be delivered by Royal Mail Special Delivery service (http://www.royalmail.com/personal/uk-delivery/special-delivery).

6.2 We are responsible for your Home Delivery Transaction up to the point of collection by Royal Mail. Problems at Royal Mail such as service disruptions, delays or failure to deliver are outside of our control and are not our responsibility.

6.3 You accept responsibility for your Home Delivery Transaction when your travel money is signed for at your home delivery address or when the travel money is collected from a Royal Mail sorting office.

6.4 We do not guarantee next day delivery or that the requested delivery date will be met. We will however use our best endeavours to deliver your Order on your requested date. We will not be held liable for any issues, expenses or costs as a result of a delivery not arriving on the date you have stated.

6.5 You can track your Order any time by visiting www.royalmail.com/trackdetails, once you receive your confirmation email with tracking details provided which we will send to you as part of the confirmation that your Order has been dispatched.

6.6 Failed or missing deliveries will not be immediately refunded and they will be dealt with under the Royal Mail’s claims procedure. A refund will only be payable following a Royal Mail investigation and subsequent successful insurance claim that we will make on your behalf.

6.7 Except for Bank Holidays, where a Monday delivery date has been requested, your order will be dispatched on a Friday as Royal Mail do not collect from us on a Saturday or Sunday. As such you may receive your package on a Saturday.

6.8 You must refuse to accept any packages which appear to have been tampered with or damaged during transit by Royal Mail. Should you sign for a package which has been damaged or tampered with, you may incur financial loss, for which we are not responsible.

6.9 We cannot accept any responsibility for fraudulent acts committed by a third party.

6.10 There is no delivery charge for Home Delivery Transactions with a value equal to or more than £500. If you enter into a Home Delivery Transaction with a value of less than £500, you will be charged a delivery fee of £5.00 From time to time fee free delivery offers may be available. Such offers will be clearly displayed on the website at the time. During these times, the delivery fee will not be applied to your Order.

6.11 Home Delivery Transactions can only be delivered to residential addresses in the United Kingdom. It is important that you are present to sign and accept delivery for your Order.

6.12 If the delivery address is that of a multiple occupancy building then be aware that Royal Mail will deliver to the reception or other delivery point. We are not responsible for deliveries for which Royal Mail has obtained a signature at your delivery address but which you have not received.

6.13 The Royal Mail has some restrictions on its Special Delivery service, please refer to the Royal Mail website www.royalmail.com for details of up-to-date restrictions.

6.14 If no one is available at your address to take delivery, Royal Mail will leave you a note informing you of how to rearrange delivery or collect the travel money from a local depot. It is your responsibility to arrange this.


7.1 If you enter into a Click & Collect Transaction you will be required to produce the relevant Order confirmation page or confirmation email.

7.2 For Click & Collect Transactions only, you will be required to produce:

(a) the debit or credit card that you used to make your payment; and
(b) one of the following forms of identification:
(i) Passport;
(ii) Photo card driving licence; or
(iii) National ID card.
We reserve the right to PIN authenticate the debit or credit card used for payment. There will be no additional charge for this PIN authentication.

7.3 We are unable to accept any other forms of identification other than those listed. We are not able to release travel money for Click & Collect Transactions to anyone other than the cardholder.


Should you wish to cancel your Home Delivery, or Click & Collect Order you will be issued a refund minus a £10 cancellation charge. If you fail to collect your Click & Collect Order within 4 working days of your chosen collection date, you will also be charged the cancellation fee. Please note that any charges applied by your card provider to you will not be refunded. If after your Order is cancelled you still want to purchase travel money from us a new Order will need to be placed. Home Delivery Orders cannot be cancelled after 1pm on the day of dispatch.

Orders can be cancelled by sending a cancellation request to [email protected]

Please note that the provision of foreign currency involves special risks which may affect the value of an Order placed by virtue of fluctuation in exchange rate as a result of changes in financial markets. Please note that such changes are outside of the control of eurochange and, in extreme situations and without prior warning, may affect the provision of this Service. In such cases, eurochange shall have the right to cancel your order. If this occurs, eurochange will endeavour to notify you as soon as is reasonably possible by telephone or email to enable you to re-enter your Order. You will not be charged the £10 cancellation fee in these instances.


9.1 We are committed to providing high quality and great value foreign exchange services. We pride ourselves in the high standard of service we offer so your feedback is very important to us.

9.2 To feedback your comments or register a complaint please email [email protected] outlining your comments or complaints, please quote any reference numbers that have been issued to you to enable us to handle your comments / complaint effectively.


10.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you made us aware of the risk during the sales process.

10.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation.

10.3 We are not liable for business losses. We only supply our Services for domestic and private use. If you use our Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.


11.1 The Service is only available for the currencies listed at the moment of Order on the Website. Currencies may be unavailable from time to time. The exchange rates quoted on the Website or Telephone are updated daily but may be updated at any time. Should extreme fluctuation in the exchange rate occur between you placing your Order and the dispatch of your Order, we shall have the right to cancel your Order as per term 10 (Cancellations). In this instance the £10 cancellation charge would not apply.

11.2 To secure the rate you will need to pay for the currency at the time of the Order.

You should be aware that the historical performance of a foreign currency is no indicator of its future performance.

Please note that foreign currency availability may be subject to monetary limits, currency exchange restrictions and anti–money laundering regulations.


12.1 By agreeing to these terms, you agreed to our privacy policy, a copy of which is on the Website and which can be found HERE.

12.2 In line with GDPR requirements, the following details why we collect your personal information and how we process it:

(a) to supply the travel money (as applicable) to you;

(b) to process your payment;

(c) to arrange for the delivery of your travel money including passing your name and address onto Royal Mail;

(d) to keep you informed of the progress of your delivery through text messaging from Royal Mail

12.3 We will only give your personal information to third parties where the law either requires or allows us to do so. When placing an Order your identity is verified using electronic systems in accordance with anti-money laundering regulations. In addition to electronic verification, documentary proof of identity may be required.

If we have requested personal data, it will be recorded in connection with your Order and only for the purposes of preventing money laundering or terrorist financing, unless you have given permission otherwise as part of our customer registration process.


13.1 We may transfer our rights and obligations under these terms to another organisation.

13.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in Writing.

13.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.

13.4 All conditions, warranties and remedies imposed or implied by any applicable laws are expressly excluded.

13.5 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

13.6 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you do not provide us with information or pay us on time and we do not chase you but still provide the travel money, GBP (as applicable), we can still require you to provide the information or make the payment at a later date.

13.7 These terms are governed by English law and you can bring legal proceedings in respect of these terms in the English courts. If you live in Scotland you can bring legal proceedings in respect of these terms in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of these terms in either the Northern Irish or the English courts.

NatWest T&C v.2 (January 2023)