FAQs

1. Do you charge commission on travel money?

We offer 0% commission on travel money exchanges at RAK Money Exchange. The amount you receive is based on the applicable exchange rate at the time your transaction is completed. Exchange rates may change in line with market conditions.

2. What currencies do you have available?

Currency availability varies by branch and demand. If you need a specific currency, please contact your nearest branch to check availability before visiting.

3. What if the currency I need is unavailable?

Please let your branch know your travel dates, the currency you require and the amount. We can check availability with our head office and, where possible, place an order for you.

4. How does Click & Collect work?

Select your currency, amount and preferred RAK Money Exchange branch through our website and submit your booking. Your selected branch will contact you within 24 hours to confirm availability, travel dates, applicable exchange rate and payment method.

Payment is made in branch when you collect your currency.

5. Is the exchange rate guaranteed when I place a Click & Collect booking?

Submitting a Click & Collect booking does not automatically guarantee the rate displayed online, as exchange rates and currency availability can change.

Your selected branch will contact you to confirm the applicable rate and order details before collection.

6. How do I pay for my Click & Collect order?

Payment is made in branch when you collect your currency. We accept cash or UK debit cards, with no additional charge for paying by UK debit card.

For all card transactions, valid physical ID must be presented as part of our internal anti-fraud and security measures.

7. What do I need to collect my Click & Collect order?

Please bring your Click & Collect confirmation email and valid physical ID. You can show the confirmation on your phone — there is no need to print it.

Orders must be collected by the customer who placed the booking.

8. When will my Click & Collect order be ready?

Your selected branch will contact you by telephone when your order is ready. If we cannot reach you by phone, we will follow up by email.

The collection timeframe will be confirmed by your branch, as availability can vary depending on the currency and market conditions.

9. Can I change or cancel my Click & Collect booking?

Yes. Please contact your selected branch as soon as possible if you need to change your collection date, branch, currency or amount, or if you wish to cancel your booking.

Changes are subject to availability and the applicable exchange rate.

10. What identification do I need to send money abroad?

You must be 18 or over and provide valid physical identification. We accept an international passport, UK or EU driving licence, or EU national ID card.

Depending on the transaction, we may also request proof of address or additional information to meet our legal, regulatory and compliance requirements.

11. Why do you need my ID and personal information?

As a regulated Money Service Business, we are required to verify your identity and collect certain information when providing our services. This helps us comply with legal and regulatory requirements, prevent fraud and financial crime, and process your transactions securely.

We may request additional information or documentation depending on the transaction and applicable requirements.

12. How quickly will my money transfer arrive?

Transfer times vary depending on the destination, transfer method and service provider. Cash pickups through Western Union, Ria and MoneyGram are usually available within 10 minutes, while bank and mobile-wallet transfers can take longer.

Weekends, public holidays, banking hours, local conditions and other circumstances may affect delivery times. Transfer times are therefore estimates rather than guarantees.

13. Can I send money on behalf of someone else?

No. Money transfers must be completed by the person making the transaction. Customers must provide their own identification and the information required for the transfer.

We may request additional information or decline a transaction where required by applicable law, regulation, compliance procedures or the relevant transfer provider.

14. What if I make a mistake with the recipient's details?

If you notice an error, please contact or visit us as soon as possible with your receipt and valid physical ID. We will assist with the correction process where possible.

Any amendment is subject to the relevant money-transfer provider’s rules and whether the transaction can still be changed. We do not charge a fee for assisting with correction requests.

15. How can I protect myself from money-transfer scams?

Never send money to someone you do not know or trust. Be particularly cautious of romance, investment, purchase and impersonation scams. No legitimate organisation should ask you to move your money to a “safe account”.

If you are unsure about a transaction, speak to our team before sending the money. Once a transfer has been paid out or completed, recovering the funds may not be possible.

Western Union, Ria and MoneyGram also have their own fraud-prevention policies, warnings and restrictions.

Important Information

Exchange rates are subject to change and currency is subject to availability. Money-transfer delivery times are estimates and may be affected by circumstances outside our control.

We may request additional information or documentation, delay or decline a transaction where required by law, regulation, compliance procedures or the relevant transfer provider’s requirements.

For questions, assistance or complaints, please contact us at info@rakmoneyexchange.com.