Q&A — frequently asked questions
Do you charge a commission for exchange?+
No. The rate shown on the website and in the office is final — we don't add commissions, handling fees, or surcharges for denominations.
For how long is the rate locked after an online order?+
The rate is fixed for 1 hour from the moment you submit your request. You just need to reach the chosen office within that time — even if the rate changes in the meantime, the one from your request applies.
Do I need an account to order an exchange?+
No. You can submit a request as a guest — just your full name, email and phone number are enough. We send a 6-digit request code to your email, which you present at the office.
Do I need an ID document?+
Not for smaller amounts. For transactions exceeding the thresholds set by AML regulations we are required to verify identity — in that case a national ID card or passport is needed.
Will you prepare a larger amount of cash?+
Yes. For larger amounts or less common currencies, please submit an online request or call the office — we'll prepare the cash for the agreed time.
Which currencies do you exchange?+
Standardly EUR, USD, GBP, CHF, CZK and UAH, — 19 currencies in total, including CAD, AUD, ILS, CNY, TRY, JPY, AED, HUF, THB, QAR, GEL, RON and ALL. The full list is on the Exchange rates page.
What are the office hours and locations?+
Warsaw — Al. Jerozolimskie 47: Monday–Saturday 09:00–21:00, Sunday closed. Kraków — ul. Starowiślna 42: Monday – Friday 09:00 – 20:00, Saturday 10:00 – 20:00, Sunday Closed.