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, plus over 40 other currencies — from Scandinavian krona to Asian currencies. The full list is on the Exchange rates page.
What are the office hours and locations?+
Warsaw — Al. Jerozolimskie 47, Kraków — ul. Starowiślna 42. Both offices are open Monday to Saturday 09:00–21:00. We are closed on Sundays.