Tell us if something went wrong
Or tell us if it went well - both are useful. We are one store on Level 2 at 60 York Street, NSW 2000, so a complaint reaches the people who served you rather than a queue. Speak to the manager at the counter, call, or write to us.
Closed Saturday, Sunday and NSW public holidays.
Leave feedback or a complaint
Whichever is easiest. All three reach the same small team on Level 2, and a complaint goes to the people who served you.
What to include
None of it is compulsory. All of it makes the answer faster and more useful.
What happens next
We would rather tell you how this actually works than promise a process we do not run.
It goes to the people involved
We are a single store, not a chain with a call centre. A complaint about a transaction goes to the manager and to the person who served you, which is why it usually gets resolved quickly and why we would rather hear it directly.
We aim to resolve it promptly
That is the commitment in our in-store terms, and it is the one we can stand behind. Some things - a bank or a card issuer's part in a payment - depend on a third party's timeline rather than ours.
Some things cannot be undone
Completed foreign currency transactions generally cannot be reversed or refunded, and once cash leaves the counter it is your responsibility - both are set out in the in-store terms. Checking your currency and your receipt before you leave is the one step that prevents most of these.
If it went well, that is worth hearing too
Most of what comes through this page is not a complaint.
Tell us what worked
Which currency you needed, whether the note sizes were right, whether calling ahead helped. It is the detail that tells us what to keep more of behind the counter.
Tell us what we are missing
A currency we do not hold, a denomination you needed and could not get, an opening hour that does not suit. We cannot promise to act on all of it, but we cannot act on any of it if nobody says so.
Accessibility and getting in
We are upstairs on Level 2, and the way in is not obvious to everyone. If something about the route, the lift or the door made the visit harder than it should have been, that is genuinely useful to know.
Questions about feedback and complaints
Rates, reserving currency, opening hours, and who to talk to when something goes wrong.
Speak to the store manager at the counter, call (02) 8014 4222 during trading hours, or email contact@currencywise.com.au with the date and what happened. We are one store, so it goes straight to the people involved rather than into a queue.
The date and roughly the time, the currencies and amount, your receipt if you still have it, how to reach you, and what you would like to happen. None of it is compulsory, but each one makes the answer faster.
Generally no. Completed foreign currency transactions cannot usually be reversed or refunded, and once cash has left the counter safeguarding it is your responsibility. Both are set out in our in-store terms, which is why checking your currency and your receipt before you leave the counter matters.
We aim to resolve disputes professionally and promptly, which is the commitment in our in-store terms. Anything that depends on a bank or a card issuer runs to their timeline rather than ours.
Yes. Tell us what worked, a currency or denomination we did not have, or anything about getting to us on Level 2 that made the visit harder than it should have been.