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Grants of Cornwall
 

Frequently Asked Questions

What are your office opening hours?
The Sales Office: 8am until 8pm Monday to Friday, and 9am until 3:30pm on Saturdays.
Customer Services: 8am until 6pm Monday to Friday. Answer service available.
Accounts Department: 8am until 4pm Monday to Friday.

All of our offices are closed Sundays and Bank Holidays.^ top

Do you have a UK Landline as I am telephoning from overseas?
Of course, please telephone 00441736751592.^ top

Is there a minimum order value?
For orders placed online: the minimum order value is £300, calculated in Sterling.

For orders placed over the phone: if your order value is less than £300 a £5 Handling Fee will be applied to your order. ^ top

Why do you require my Date of Birth?
A Date of Birth is required under Money Laundering Legislation as part of our Know Your Customer checks.

Failure to provide a correct Date of Birth could result in your order being cancelled.

Your information will be kept safeguarded as per our obligations under the Data Protection Act 1998.^ top

What do I receive to confirm that my order has been placed?
You will receive a Currency Contract Note by email confirming your order details, or by post if you do not have an email address. ^ top

I haven't received my confirmation, what should I do?
In the unlikely event that you do not receive a confirmation, this may be an indication that your order has not been placed/processed and we strongly advise that you call our customer service department on 0800 612 7273. ^ top

How do I pay you and how long do I have to make a payment to you?
Preferably by Bank Transfer or alternatively by a Cheque in the post - the latter option is not available for Clients who would like delivery within 13 days from the order date. This is because it takes a Cheque 11 days to clear from it being received by us, and 7 days of this period can be used by your bank to withdraw the payment.

If you are paying by Bank Transfer, it must reach us within 3 working days from your order date to secure the rate of exchange being offered.

If you are paying by Cheque and your delivery is greater than 13 days from the order date, your Cheque payment must reach us within 2 working days from the order date to secure the delivery date that you have chosen and the rate of exchange being offered. ^ top

What is a Bank Transfer?
Bank transfers are one off payments sent directly from your bank account into ours, and can be arranged by Internet Banking or Telephone Banking usually free of charge - you will need to check with your bank for their fees. ^ top

The rates have changed since I placed my order, can you amend the rate for me?
Rates cannot be amended once an order has been placed. They are fixed at the point of order. Please do not request that the rates be changed as refusal often offends.^ top

Can I cancel or amend my order?
Once the order has been placed you cannot amend or cancel it without agreement from us. This agreement is at our sole discretion and charges may apply - please refer to our Terms and Conditions under Sections 8, 9 and 16 for more information. ^ top

I've only received part of my currency order!
Due to Royal Mail policy we can only send a maximum of £7500 in a single day to one address . The rest will be delivered the following working day up to the value of £7500, and so on until all of the total order amount has been delivered. ^ top

Is there a delivery charge for my order?
All orders over £300 are delivered free of charge by Royal Mail Special Delivery. ^ top

Your website shows that the earliest delivery date is not convenient for me, can I have an earlier delivery?
The earliest turn around we can achieve for any order is 10 days if you pay via Bank Transfer, or 13 days if you pay via Cheque. This is because we order your currency in on receipt of the cleared payment. ^ top

I've booked my currency already with you and now I need delivery bringing forward, will this affect my rate of exchange?
It really depends upon how far you would like to bring your delivery forward from the original date chosen.

When you originally booked your order, there would have been certain dates for delivery which your rate would have applied to. If you bring your delivery forward out of these dates, then your rate will be affected.

If you decide to bring your delivery date forward to the point where your rate will be affected, we will reduce the rate of exchange based upon your new delivery date for the rates on the date that you ordered originally.^ top

Can I pick my currency up from a shop on the High Street or an Airport?
Unfortunately, we do not have any outlets at airports or the High Street and we can only deliver the currency to you. ^ top

How is my order delivered?
Your order is delivered by Royal Mail Special Delivery service, which is fully insured and delivered to your door before 2pm on the day you specified. ^ top

You agreed to deliver on a Monday but my currency arrived on the Saturday before?
Where the delivery date falls on a Monday, your package will be dispatched on the Friday prior as Royal Mail do not collect from the Company on a Saturday/Sunday, therefore you may receive your package on the Saturday prior to your delivery date. This is dependant upon the local Royal Mail Delivery office’s services where the package is being delivered to. ^ top

Can I have the same day delivery of my order?
Unfortunately, this is not possible due to the turnaround times of processing your order. ^ top

Where can my order be delivered to?
Your order will be delivered to the residential address you specified when placing the order. Unfortunately, we do not deliver to business/work/charity/organisation addresses.

Changes can be made after you have placed the order; however we will require notification in writing and the following conditions apply:

• If your delivery date is more than 14 days away, the amendment will be made free of charge.
• If your delivery date is between 5 and 14 days away a £15 Administration Fee will be incurred.
• If your delivery date is 4 days away or less, unfortunately the amendment cannot be made as the order is already being processed for dispatch.
• Any losses incurred by you, which are caused as a result of us delivering your order to a delivery address supplied by you in error, will be borne by you. ^ top

What happens if I am not home when my order is delivered?
Your order needs to be signed for, and therefore if you are not at home Royal Mail will leave a card notifying you of their attempt to deliver and requesting you to collect it from the named sorting office on the card. You must take identification with you when you collect it.

We strongly advise you to be home to take delivery of your order.^ top

My order is late and hasn't arrived, am I due compensation?
Please note that we are not responsible for late-delivery where the Postal Service has failed to meet the requirements of the Royal Mail Special Delivery service. However, this does not mean that we will not assist you in locating your item, please contact our Customer Service Department on 0800 612 7273 and they will track your item with Royal Mail for you. ^ top

What currencies are available in Travellers Cheques?
We can provide Travellers Cheques in US Dollars, Euros, Australian Dollars, Canadian Dollars and Sterling ^ top

Can I buy Travellers Cheques in Zew Zealand Dollars?
There are no New Zealand Dollars Travellers Cheques, however Australian Dollars Travellers Cheques are widely accepted in New Zealand. Should you require Traveller's Cheques for use in New Zealand, please order Australian Dollar Traveller's Cheques instead.^ top

What type of Travellers Cheques will I receive?
You will receive American Express Travellers Cheques, however we do reserve the right to supply Travellers Cheques issued by another issuer if we so choose. ^ top

Where can I cash my Travellers Cheques?
American Express Travellers Cheques are recognised worldwide and can be exchanged for cash at banks and bureau de change. If you are travelling in the United States you can normally use your US Dollar Travellers Cheques in shops and restaurants as you would cash. ^ top

Are Travellers Cheques refundable if stolen or lost?
Yes, providing that the terms and conditions have been followed. ^ top

How long is the process for a Buyback Order?
It really depends on how quick you send the currency to us for exchanging into GB Pounds.

On receipt of the Buyback currency, we will forward this for verification to check the currency is still legal tender. This process takes approximately 10 working days.

Once the currency has been verified and is acceptable to exchange, we will arrange for the payment to be made. ^ top

How will you be paying me for my Buyback Order?
Payment can be made by either Bank Transfer direct into your bank. You inform us how you would like to receive payment when you complete the Buyback form. ^ top