Frequently Asked Questions

Due to the limit availability of small AUD/USD denominations and coins in the countries that have the option to pay out cash and delivery to the beneficiaries, we can not guarantee the full AUD amount can be paid up to cents. This amount will be automatically converted to local currency when the money received by the beneficiary.

For example:

- If you send 120.25 AUD and select either cash pickup or home delivery in Vietnam, the beneficiary can receive 120 AUD + 4,200 VND (0.25 x 16,890)

Another example:

- If you send 151.55 USD and select either cash pickup or home delivery in Cambodia, the beneficiary can cash out 150 USD + approx. 6,200 Riels (1.55 x 4012.40)

Beneficiaries in the U.S are required to check the balance of their bank account to see if there are funds credited. The bank may also charge a service fee and this fee could be included in the credit amount.

1. BANK CREDIT

The correct beneficiary's bank account detail must be provided by the sender when creating the transaction; the bank account detail should include, account holder name, bank name, ACH/SWIFT/Routing number, bank account number, and bank branch. Please be aware that incorrect bank account detail may cause a delay of the fund being credited to the beneficiary account.

The sender also needs to provide beneficiary's residential address in the U.S, contact number and relationship with the beneficiary.

We have more than 30 years of experience in providing money transfer and foreign exchange services, proud of being a highly reliable and trustworthy Australian business.

Yes, you can. We partner with Western Union (WU) to provide money transfer service across our branches in Australia.

To send/receive money through WU, pay a visit to one of our locations and ask for Western Union service.

IMPORTANT: You need to present a correct WU's Money Transfer Control Number (MTCN) at the counter with a valid photo ID e.g driver license, passport, photocard in order for us to do the payout of WU transaction.

‍

[Updating...]

This is another way to send money when you are unable to visit our branch/agent, do not have internet access or just simply do not want to use our online platform.

To send money over the phone, you are requested to provide all the required documentations so we can verify you and create your account.

If you are an existing customer, you are not required to go through the registration process but need to verify yourself over the phone.

Pick up the phone and dial 02 8318 5977 or any of our branches, we will try our best to assist you.

If you are a new customer, we can send you the registration form via email or fax to start the registration process before you can send money.

IMPORTANT: Same as online transactions, you can only pay for over-the-phone transactions by bank transfer. The transactions will only be approved when we see the total sending amount is available in our business account.

‍

Local Routing number contains 9 digits and it is located on the bottom left of any US bank check.

[Updating...]

1. CASH PICK UP - WING MONEY

Click here to locate a Wing agent in the beneficiary's area.

Available currency: USD

Amount limit: 1,000 USD/transaction and 2,500 USD/day per receiver

Time frame: after 1-2 hours

Pickup at Wing’s locations within their trading hours.

An 8-digit pick-up code will be sent to the sender and receiver's mobile number. The beneficiary goes to any Wing Money payout location and presents the pick-up code to receive funds. Hence, it is important that the sender and receiver's mobile number is correct and without country code.  

To update the beneficiary's contact number, the sender needs to pay a new service fee.

2. E-WALLET - WING MONEY

Available currency: USD

Amount limit: 2,500 USD/transaction and maximum 2,500 USD/day per receiver

Time frame: after 2-3 hours

Receiver needs to provide you with Wing account details:

• Wing account: 8-10 digit number
  Wing account's valid expiry date

This service is available to Wing's money customers who have a registered e-wallet account. The money will be credited to the e-wallet as soon as we approve the transaction. Your beneficiaries can register for an e-wallet account here If they do not currently have a Wing Money e-wallet. Providing incorrect e-wallet details will cause a delay and also incur an extra service fee to resend to the correct e-wallet.

3. BANK CREDIT

Available currency: USD

Amount limit: 2,500 USD/transaction and 2,500 USD/day

Time frame: same day if you send and pay before 4:00 AEST Sydney (Mon-Fri) or next business day if you send and pay after 4:00 PM AEST (Mon-Fri) or on the weekends.

The receiver needs to provide you with their bank details:

• Bank name
• Beneficiary name
• Beneficiary's contact
• Account number
  

Deposit to all major banks in Cambodia. In order to successfully send to the beneficiary's account, providing the correct beneficiary's bank account detail is critical. Please be aware that an incorrect bank account detail may cause a delay in processing as well as an extra service fee to resend to the correct bank account.

4. BANK CREDIT

Available currency: USD

Amount limit: No minimum or maximum of the amount sent but we have the right to ask both sender and receiver to provide support documents.

Time frame: 1-3 business days

The receiver needs to provide you with their bank details:

• Bank name
• Account name
• Account number
• SWIFT code

‍

1. BANK CREDIT

Available currency: LKR

Time frame: the same day for transactions submitted by 10:00 AM Sri Lanka (3:00 PM AEST) from Monday to Friday.

This service is only available for individual transactions, not available for business transactions. The limit for each transaction is approx 1.4 million LKR, which is equivalent to 10,000 USD.

The correct beneficiary's bank account detail must be provided by the sender when creating the transaction; the bank account detail should include

• Bank name
• Branch name
• 7 digits MICR (branch code)
• Bank account number

Please be aware that incorrect bank account detail may cause a delay in the fund being credited to the beneficiary account.

‍

1. BANK CREDIT

Available currency: USD

Time frame: within 2-3 working days

No limit on the amount receive

Beneficiaries in the Philippines need to provide the documents below in order to be able to receive the fund. different payout method requires different identification document.

1. CASH PICK UP

Available currency: PHP & USD

Time frame: after 2 hours

Locations to pick up PHP:

• Bank of Commerce (No limit of the amount receive, the sender needs to provide supporting docs if sending over PHP 500,000)
• Cebuana Lhuillier (Maximum amount of PHP 30,000 per transaction)
• LBC Remit (Maximum amount of PHP 75,000 per transaction)
• M Lhuillier (Maximum amount of PHP 50,000 per transaction)
• Tambunting Pawnshops (Maximum amount of PHP 50,000 per transaction)
• RD Pawnshops (Maximum amount of PHP 50,000 per transaction)
• Maria Gracia Pawnshops (Maximum amount of PHP 50,000 per transaction)
• Via Express Prime (Maximum amount of PHP 50,000 per transaction)
• Asia Pawnshops (Maximum amount of PHP 50,000 per transaction)
• Celer Business Center (Maximum amount of PHP 50,000 per transaction)
• Camalig Bank (Maximum amount of PHP 50,000 per transaction)

Locations to pick up USD:

Bank of Commerce (No limit of the amount receive - the sender needs to provide supporting docs if sending over USD 10,000)

The beneficiary must present a valid national Identity card or Passport with the display name that must match the provided beneficiary's name by the sender. A valid transaction number must also be present at the pickup location in order to retrieve the transaction detail.

2. BANK TRANSFER

Available currency: PHP & USD

Time frame:

• Bank of Commerce: after 2 hours
• Other banks: same day if the transaction occurs before 11:00 AM Manila time (UTC+8); otherwise next business day

No limit of the amount received - a beneficiary will be asked to provide a source of fund, sender's ID, and purpose of transfer if receiving over PHP 500,000

The correct beneficiary's bank account detail must be provided by the sender when creating the transaction. Please be aware that incorrect bank account detail may cause a delay in transferring the fund to the beneficiary account.

‍

Beneficiaries in India need to provide the documents below in order to be able to receive the fund, different payout method requires different identification document.

1. CASH PICK UP

Available currency: INR

Time frame: within 1 hour

Pick up from over 10,000 locations which available from Monday to Friday / 9:30 AM - 5:30 PM

• Muthoot Finance
• Manappuram Finance
• Muthoot Forex
• Ahalia
• Catholic Syrian Bank

The beneficiary must present either one of the acceptable IDs below

• Original valid Passport
• Driver License
• RBI approved Government IDs like Aadhar Card, Ration Card with Photo, Voters ID

The display name on the document must match the provided beneficiary's name by the sender. A valid transaction number must also be present at the pickup location in order to retrieve the transaction detail.

2. BANK CREDIT

Available currency: INR

Time frame:

• ICICI Bank: within 2 hour
• Other banks: same business day

No limit on the receiving amount.

The correct beneficiary's bank account detail must be provided by the sender when creating the transaction; the bank account detail should include bank name, IFSC code, bank account number, and bank branch. Please be aware that incorrect bank account detail may cause a delay of the fund being credited to the beneficiary account.

‍

There is a flat fee* of $10 AUD for any remittance amount to all countries excepts Vietnam, India, Philippines & Sri Lanka.

Please refer to the relevant service fee page below if you want to find out the service fees for:

• Vietnam
• India
• Philippines
• Sri Lanka

*All fees are subject to change

‍

1. CASH PICK UP

The receiver can choose to pick up their funds.

PROVINCES OUTSIDE HO CHI MINH

• Payout currency: VND
• Timeframe: 1-2 hours after the transaction is approved. The receiver can collect their funds from a bank branch. The bank will contact the receiver to collect the Identity Card or Passport details before they can allocate a pick up location. The receiver needs to attend the agreed location to be able to pick up.

HO CHI MINH

Sorry, pick up locations in Ho Chi Minh city are currently unavailable.

2. BANK CREDIT

Payout currency: VND

Time frame:

This table indicates the estimated time frame of bank credit from the release of the transaction.

Some banks may charge fees when the receiver withdraws or receives their funds.

It is important that you provide us with the correct bank account details (bank name, account holder name, and account number) to avoid any delays.

‍

Real-time bank network

AB BANK (NGAN HANG AN BINH)
PG BANK (NGAN HANG TMCP XANG DAU PETROLIMEX)
‍ACB (NGAN HANG A CHAU)
‍PVCOMBANK (NGAN HANG TMCP DAI CHUNG VIET NAM)
‍BAC A BANK ( NGAN HANG TMCP BAC A)
‍SACOMBANK (NGAN HANG TMCP SAI GON THUONG TIN)
‍BIDV BANK ( NGAN HANG DAU TU VA PHAT TRIEN VIET NAM)
‍SAIGON BANK (NGAN HANG TMCP SAI GON CONG THUONG)
‍DONGA BANK (NGAN HANG DONG A)
‍SCB BANK (NGAN HANG TMCP SAI GON)
‍EXIMBANK (NGAN HANG TMCP XUAT NHAP KHAU VIET NAM)
‍SEABANK (NGAN HANG TMCP DONG NAM A)
‍GP BANK (NGAN HANG THUONG MAI TNHH MTV DAU KHI TOAN CAU)
‍SHB (NGAN HANG TMCP SAI GON - HA NOI)
‍HDBANK (NGAN HANG TMCP PHAT TRIEN THANH PHO HO CHI MINH)
‍SHINHAN BANK (NGAN HANG TNHH MTV SHINHAN VIET NAM)
INDOVINA BANK (NGAN HANG TNHH INDOVINA)
‍TECHCOMBANK (NGAN HANG TMCP KY THUONG VIET NAM)
‍KIENLONGBANK (NGAN HANG TMCP KIEN LONG)
‍TPBANK (NGAN HANG TMCP TIEN PHONG)
‍LIEN VIET POST BANK (NGAN HANG TMCP BUU DIEN LIEN VIET)
‍VIB BANK (NGAN HANG TMCP QUOC TE VIET NAM)
‍MARITIME BANK (NGAN HANG TMCP HANG HAI)
‍VIET A BANK (NGAN HANG TMCP VIET A)
‍MB BANK (NGAN HANG TMCP QUAN DOI)VIET CAPITAL BANK (NGAN HANG TMCP BAN VIET)
‍NAM A BANK (NGAN HANG TMCP NAM A)
‍VIETCOMBANK (NGAN HANG TMCP NGOAI THUONG VIET NAM)
‍NCB BANK (NGAN HANG TMCP QUOC DAN)
‍VIETINBANK (NGAN HANG TMCP CONG THUONG VIET NAM)
‍OCB BANK (NGAN HANG TMCP PHUONG DONG)
‍VPBANK (NGAN HANG TMCP VIET NAM THINH VUONG)
‍OCEANBANK (NGAN HANG THUONG MAI TNHH MTV DAI DUONG)

3. HOME DELIVERY

Payout currency: VND, AUD & USD

Time frame:

• Ho Chi Minh City: within 3 hours
• Inner Regional Areas: same day
• Outer Regional Areas: within 2 business days

The beneficiary must present a valid government photo ID e.g. National Identity Card, Passport and the name on the ID must match the beneficiary's name and the person should be the same person on the ID in order to receive the money.

‍

There is a flat fee of $10 AUD using Wing for both pickup, Wing account, and bank credit USD in Cambodia.

If you want to transfer to a Cambodia bank account where Wing is unable to offer the service in AUD or USD, the service fee is $25 AUD.

Note: The banks in Cambodia may charge service fees for bank credit transactions.

‍

There is a flat fee* of $5 AUD for any amount credit to a bank account in Sri Lanka.

*All fees are subject to change

There is a flat fee of $10 AUD for any remittance amount to the U.S

Please refer to the below service fees table for sending money to India

REMITTANCE AMOUNTFLAT FEE
*Any amount: $5.00

*All fees are subject to be changed

‍

Please visit the About Us page on our website to find out more about our compliance stance and approach.

Please refer to the below service fee tables for sending money to Vietnam.

IMPORTANT:  We currently have a promotion for sending money online and this promotion will finish at the end of 31/12/2024.

ONLINE FEE

‍

IN BRANCH FEE

*All fees are subjected to change

**Applies to online transactions receiving VND

‍

IN PERSON

The following payment methods are available at our branches

• Cash - only for transactions send to Vietnam, Cambodia, India, Philippines, and Sri Lanka. We accept payment up to 5,000 AUD (sending amount + service fee) by cash.
• EFTPOS
• Credit/Debit Card (1.2% surcharge for Credit Card) - Sorry, we do not accept AMEX
• PayID (New) - Fast bank transfer, your payment normally received instantly on our end.
• Bank transfer to our business account;

ONLINE

The available payment methods for online transactions are bank transfer, credit/debit card and PayID. Please refer to 'Make a payment' article under Online section if you want to pay for an online transaction.

‍

Service fees*

REMITTANCE AMOUNT

Sending Amount - Fee‍

$10.00 to $100.00 -- $3.00

$100.01 to $400.00 -- $4.00

$400.01 and above -- $6.00

*All fees are subject to change

‍

Yes, we offer a service to buy your foreign currencies. This service is only available at our branches, you cannot sell foreign currencies to us online.

Foreign currencies that we usually buy are the same as what are listed on our website, you can check our buying rates on our Foreign Exchange page. Contact us if the currencies you wish to sell are not on this list.

Please note that our buying rates are different from the selling rates and all both buy and sell rates are constantly updated throughout the day. There are some currencies that we cannot buy from you. We also have the right to refuse buying any coins, or any notes that are not in good condition (for e.g. torn or damaged notes) or that are outmoded (no longer in use).

‍

Visit our login page https://remox.com.au/login and click Create an account.

Provide your email address, it will also be your username. We also need your Australian mobile number to contact you when needed. Follow by your personal information such as full name, date of birth and current residential address.

If you're an existing customer and/or we are able to verify the details you provide, your online account will be created and we will send you a welcome email with the account activation link to the email address that you provide.

If you are a new customer, click 'Register now' and follow the instruction on the screen to go through an application form where we will verify your detail in order to create an online account for you.

In the situation where we are unable to verify your identity online, one of our friendly consultants will review your application and contact you via phone/email to assist further.

The activation email only valid for 24 hours so make sure you activate your account before it expires. We can help if you need to receive another activation email.

Once activated, you will be asked to set up the password for your login. Please refer to the password policy below to be set up a secure password.

• Minimum password length is 8 characters
• Contains at least one uppercase letter
• Contains at least one lowercase letter
• Contains at least one number

Avoid using common words, phrases, and patterns that are easy to guess e.g. 'Letmein', 'Abcd'. Your password should not be shared with anyone else to prevent authorised access.

Alternatively,  simply give us a call on 02 8318 5977 or LiveChat on www.remox.com.au to receive assistance.

‍

Remox has 17 branches (Hai Ha Money Transfer and First Eastern FX are also a co-brand of Remox) and a network of 12 agents, making up a total of 29 locations across Australia. Please visit our website to find a location near you.

You can simply walk-in to our branch/agent location and send money within minutes.

Your IDs are required so we can verify your identity. We also require the beneficiary's detail such as full name, contact number, residential address, bank account details as well as the transaction detail e.g. payout method, sending amount and the receiving currency.

Please refer to our Countries Information section to find out more information about the country that you want to send money to.

‍

We have a network of 17 stores across all states in Australia that offer foreign exchange service, you can locate a store near you, check the exchange rates on our Foreign Exchange page before visiting the store. Please note that the exchange rates may be different when you arrive at the store due to the exchange rates being constantly updated. Exchange rates for online orders and in-store orders may be different. 

‍

The limits for online currency exchange orders differ between collection locations:

• Collection from a Remox store: minimum $100 AUD, maximum $30,000 AUD per order.‍
• Collection from an Australian Post Office location: minimum $250 AUD, maximum $5,000 AUD per order.

We are proud to provide the best exchange rates with no fees across 17 locations in Australia and order currencies online for your convenience.

Eastern & Allied Pty Ltd (trading as Hai Ha Money Transfer, Remox, First Eastern FX) is a foreign currency exchange specialist who offers quick and easy currency exchange services with the best exchange rates.

We have more than 30 years of experience in delivering currency exchange services to our valued customers. Not convinced you yet? Check out our rates here.

‍

You will be able to see all your receivers in 'Receivers'. This is where you can add a new receiver or edit existing receiver details such as updating a new address, and contact number and add/delete bank accounts. You can edit phone number, delivery address, and bank account details.

1. Adding a new receiver

Click 'New Receiver' in the top right-hand corner to start adding a new receiver.

Go through steps 1 to 3 to fill in the receiver details. A bank account is optional so you can skip if your receiver does not have one. Click 'Save' in Step 3 to complete creating a new receiver.

To cancel, click 'Cancel to return to the receiver list.

2. Editing an existing receiver

Click the pen button on the same row of the receiver's name.

Go through the steps to update the phone number, address or add new information such as email address, phone number or bank account details. Once done, click 'Save' at the bottom of the form.

Please create a new receiver if an existing receiver has changed his/her name. We do not allow updating the existing receiver's name for the time being.

If you do not want to save the changes, simply click 'Cancel' to return to the receiver list.

3. Mark receiver as favorite

Favorite receivers will appear on the dashboard under the Favorite Receivers section so you can send money to them faster without going through the receiver list.

To mark a receiver as favorite, simply click the star next to their name. The green star indicates that the receiver is favorite. To unmark, simply click the star again and it will turn back to white.

‍

You can nominate an individual as the authorised person to send money on your behalf.

IMPORTANT:

• Only one authorised person is permitted per customer.
• An authorised person can only send money by visiting our branches/agents, not applicable for online transactions.

Please follow the instruction below to authorise.

• Step 1: Visit our branch or agent in person with the individual that you want to authorise.
• Step 2: Bring both yours and the authorised person's IDs and inform the staff that you want to authorise someone to send money on your behalf.
• Step 3: You and the individual will be asked to fill out the agent's authorisation form. You need to specify the permitted sending frequency and amount per transaction.
• Step 4: The staff will need to verify the individual by collecting personal information using the presented IDs.
• Step 5: The form will be signed by all parties i.e. you, the individual and the staff who is the witness.
• Step 6: Once complete, the nominated individual officially becomes the authorised person who can send money on your behalf.

Every time the authorised person visits a branch/agent to send money, he/she needs to present a valid photo ID and also your personal information e.g. full name, DOB and address.

The authorised person cannot:

• Request to be removed from the system as without your permission.
• Request to update your personal detail such as residential address, only you can request to update your personal detail
• Request to access your transaction history.
• Conduct any transactions that exceeding the permitted amount states in the authorisation form or sending more than the permitted frequency.

You cannot:

• Request to send on behalf of your authorised person, unless you and the authorised person fill out another authorisation form.

We, Remox, hold the right to reject, cancel or refuse the transaction sent by the authorised person if we suspect there is a violation of privacy and unusual activity using your identity as a remitter. If this situation happens, we will contact you by phone/email to resolve the matter.

We also hold the right to seize the authorisation sending on behalf of you from the authorised person without your persmission if we suspect the authorised person is conducting unusual remittance activities.

‍

All our branches have all the popular foreign currencies in stock but please contact us before you visit if you plan to order a large amount, cannot find your desired currency online or have specific requirements so we can advise if your preferred branch has sufficient stock. 

‍

You can order online by logging in to your Remox account here. Click here to register for an account if you don’t have one. Or place an order as a Guest by clicking here and skipping the registration step.

‍

Creating an account with Remox will enable a faster and more efficient ordering process in the future. Additionally, you will have the option to Login and review your transaction history at your convenience.

‍

You can request to cancel a transaction only if the funds have not been paid out to the receiver/beneficiary.

Depend on each scenario, we may only refund you the sending amount but not the service fee if the funds cannot be paid out due to the incorrect information provided.

You may request a refund if we fail to deliver the fund to your beneficiary within the estimated time. A refund including the service fee and sending amount will be credited back to you via the same payment method that you paid for the transaction e.g. If you pay by credit/debit card, we can only refund back to the original card with the same card number. If you pay by bank transfer, we can only transfer back to the original account in which the funds were withdrawn.

Please visit a branch/agent near you, contact us via 02 9728 7928, chat online at www.remox.com.au, or send us an email to info@remox.com.au if you have any further questions. We always aim to leave our customer a good experience even though thing does not go smoothly sometimes.

‍

Recommended payment method for the fastest processing time

IMPORTANT:

• No surcharge when you pay by Fast Bank Transfer (PayID).
• No limit for this payment method, except your bank transfer limits which can be increased/decreased by logging into your Internet banking or contacting your bank.
• Your payment will arrive in our account instantly and your transaction will be processed within business hours (Sydney time 9:00 am – 5:30 pm).
• Payment may be held by your bank or may take 1-2 business days to clear for a first-time transfer.

How to pay by Fast Bank Transfer (PayID)

• Check if your bank can make faster payments using PayID.

• You need our PayID (pay@remox.com.au) plus your transaction reference.

- In Payment Method (Step 4 when you send money), select Fast Bank Transfer with PayID, tick the checkbox to agree with our Terms & Conditions, and click Review & Pay.

- The transaction will be submitted and you will find the payment instructions including our PayID (pay@remox.com.au). You will also find the transaction reference number that needs to be included in your bank transfer reference.

- Note down the transfer via your internet banking. Do not worry if you accidentally close the message because we also send you an email that contains the same payment information to your registered email address.

Here are the instructions for Fast Bank Transfer with PayID for ANZ Bank, Commonwealth Bank, Westpac Bank, and NAB:

NAB

• From: your selected account
• Select Pay Select Pay Anyone
• Select Mobile/PayID
• Select Email address
• Email address: pay@remox.com.au
• Select Continue
• Amount: see Total to pay us
• Reference (optional): your Transaction Reference
• Description (optional): your Transaction Reference
• Select Next
• Select Pay now
• Input Password

ANZ

• Select Pay Anyone
• From: your selected account
• To: Add a new payee
• How would you like to pay: Email address
• Email address: pay@remox.com.au
• Amount: see 'Total to pay us'
• Message (optional): your Transaction Reference
• Your name or business name: your Transaction Reference

WESTPAC

• Tap ‘Pay’ from main page
• Under ‘From’, tap ‘Choose an account’ and then select the account you want to make a payment from.
• Under ‘To’, tap ‘Choose a payee or biller’
• Tap ‘Add’ icon on the top right corner
• Tap ‘New PayID/Mobile payee’
• Tap ‘Email address’
• Enter pay@remox.com.au
• Tap ‘Continue’
• Check PayID name: Remox and then tap ‘Next’
• Enter under ‘Reference’: your Transaction Reference
• Enter under ‘Description’: your Transaction Reference
• Enter in ‘Amount’: total_to_pay
• Tap ‘Next’
• Check again your Transaction Reference in both lines: ‘Description’
• When you’re ready, tap “Confirm”

COMMONWEALTH BANK

• Tap ‘Pay & transfer’ from the main page OR tap ‘Pay’ from your selected account
• Tap ‘Pay someone’
• Tap ‘+’ on the top right corner
• Tap ‘more…’
• Tap ‘Email address’
• Enter pay@remox.com.au
• Tap ‘Next’
• Check PayID name: Remox and then tap ‘OK’
• Enter in ‘Amount’: total_to_pay
• Enter in ‘Description’: your Transaction Reference
• Enter in ‘Reference (optional)’: your Transaction Reference
• Tap ‘Next’

Contact Us:

If you still need any assistance with making payment for your online transaction, simply visit our website and chat with us via LiveChat or call 02 8318 5977 if you want to speak to us directly.

‍

Yes, and it is easy to do so at one of our stores. We will go through the transaction and advise the balance you will pay or receive.

This involves us first converting your foreign currency to AUD, then selling you the currency that you desire and finally providing the balance for both transactions. As a result, you will receive two receipts for this process.

‍

Unfortunately, we cannot accept payment from a bank account or credit/debit card that does not belong to you. This is to ensure our strict compliance with relevant laws and regulations. Our team will cancel and refund any payment not made directly by the customer.

‍

We accept payments in Cash, Bank Transfer, PayID, and credit/debit card (1.2% surcharge).

1. Cash: You can come to any of our stores to exchange foreign currency in-store and pay us in cash. No fee applies. This will not require you to submit an order on the website.
2. Bank Transfer: We will provide you with our bank account details to make a payment to us. No fee applies.
3. PayID: Is a fast bank transfer method using our email address. Your payment should be received in real-time. However, large or first-time transfers from some banks may take up to 1 business day. No fee applies.
4. Debit/Credit Cards: Accepted with a surcharge of 1.2%. If you use your credit card, your card issuer may charge a cash advance fee; please check with them. Note that we do not accept contactless payments (tap-and-go) or American Express cards.

For other questions about our payment methods please contact us.

Unfortunately, we are unable to lock the exchange rate over the phone. The rate will be applied at the time you complete the transaction in-branch or online.

‍

A flat service fee of $10 will be charged for every order made for delivery to an Australian Post Office pick-up location.This fee is subject to change.

There are no fees for picking up an order from one of our stores.

We offer a large range of 40+ currencies at our locations. From time to time, we may stock additional currencies not mentioned on our website. Please contact us via phone or email if you don’t find your desired currency listed on our website, as we may be able to help.

‍

Upon successful payment, a confirmation email will be sent to you that confirms your order. The confirmation email will contain further instructions regarding the collection of your order. Please check your spam folder if you do not receive an email, and contact us immediately if you require further assistance.

‍

We are committed to handling your personal information, carefully and privately. Please refer to our Privacy Policy for more details.

‍

Recommended payment method for the fastest processing time (with surcharge)

IMPORTANT:

• The minimum amount to pay using Credit/Debit card is 20 AUD
• The maximum amount is 5,000 AUD per transaction, not including our service fee.
• A surcharge of 1.2% will be included in the total payment amount during the payment step.
• The credit/debit card must belong to the sender. All payments made using someone else card will be refunded back to the original card and the transaction will be canceled.

How to pay by Credit/Debit Card

- In Payment Method (Step 4 when you send money), select Credit/Debit Card as the payment method. A 1.2% surcharge will be included in the Total to pay amount (see below example). Tick the checkbox to agree with our Terms & Conditions and click Review & Pay.

- Enter your credit/debit card detail in the payment form

- Click 'Ok' to process payment

- You will be redirected to another webpage to process the payment via 3-D Secure, a verification code may be required to process the payment. How the code is sent to you depends on your card issuing bank.

If the payment is successful you will be redirected back to Remox website with a confirmation that the transaction has been created and receive a confirmation email.

If the payment has failed*, you will return to the payment page. Please check the card details and try again or choose other payment methods.

*Your card may be blocked by your card issuing bank after multiple failed attempts. If this occurs, please contact your card issuing bank to unlock.

‍

Once a confirmation has been made for your order, we are not able to amend your order. If you wish to cancel your order, a cancellation fee of $15 AUD will be deducted from the refund amount. If you need further assistance, please contact us.

Please let us know and provide us with the documents to confirm the changes so that we can keep you updated on any order details. Please note that you must present us with the most current ID or any proof of change of details when conducting a new transaction (such as change of address, reissue, or change of a passport/driver licence ).

For registered customers, you can update your phone number and address by logging in to your account here.

‍

IMPORTANT:

• No surcharge when you pay by bank transfer.
• No limit for this payment method.
• Normal processing time is one to two business days for the funds to go through.

How to pay by bank transfer

- In Payment Method (Step 4 when you send money), select Bank Transfer, tick the checkbox to agree with our Terms & Conditions and click Review & Pay.

- The transaction will be submitted and you will be able to find our business banking details and a unique reference number you need to include in your transfer's reference field in the on-screen message.

- Note down the content of the message to transfer via your internet banking. Do not worry if you accidentally close the message because we also send you an email that contains the same payment information to your registered email address.

Contact Us:

If you still need any assistance with making payment for your online transaction, simply visit our website and chat with us via LiveChat or contact the hotline on 02 8318 5977 if you want to speak to us directly.

‍

A cancellation fee of $15 for transactions submitted on our websites will be deducted from your original payment amount  if you wish to cancel the transaction and you have not received an email notifying that “Your currency order is being processed” or if the transaction is not yet collected (Refer to Uncollected Transactions in the Terms & Conditions). The postage fee is non-refundable. 

The person who collects an order must be the same person who placed the order. We do not accept collections from other individuals on your behalf.

‍

You can update your details such as contact number, residential address, and email address. After choosing the 'Profile' section at the top right corner of the screen, you can select the pen icon to edit your personal details.

If you change your name, please contact our support hotline 02 8318 5977, chat online via LiveChat or email info@remox.com.au with the support documents e.g. change of name certificate so we can update your name.

‍

• Remox branch:
  • Orders are typically ready after we sight your payment, which is generally after 2 business days. Your order will be kept at the specified pickup store for up to 14 days. If your order is ready sooner, we will let you know. You will be able to check our store opening hours in the confirmation email or via our Contact Us page. If you are unable to pick your order up within 14 days, kindly let us know prior so we can assist you further. We will cancel any outstanding orders after this time with the cancellation fee deducted.
• Australia Post Office location:
  • Orders for collection from an Australian Post Office location are available for collection within 2-4 business days, which you can specify when you place an order with us. This timeframe also depends on the selected Australian Post Office location. If you need it sooner, please contact us before you place your order so we can assist you. Once your order is dispatched to an Australian Post location, you will receive a notification email from us.

‍

You cannot place an order under a business/organisation name online. If you wish to do so, please contact us for assistance.

‍

To change your current password, please follow the steps below:

• Click on the 'Profile' section at the top right-hand corner
• Select 'Security'
• Select 'Change Password'

• Current password is required
• Enter your new password which meets the password policy mentioned below
• Re-enter the new password again to confirm in the next field
• Click 'Save' to finalise the update

For your account security, we have implemented the below password policy for your online account. Your password must:

• be at least 8 characters
• has at least one lowercase letter
• has at least one upper case letter
• has at least 1 number
• has at least one special character, such as !@#?$

‍

• Remox branch:
  • If you would like to reschedule the collection date, please kindly contact us so we can assist you.
• Australia Post Office location:
  • If you would like to reschedule your collection date, please kindly contact us so we can advise. In cases where your order has been dispatched to the selected Australia Post Office location, we may not be able to change the collection date. You will then have to cancel the transaction (with the cancellation fee of $15) and place a new order with the current rate.

Please read our Terms & Conditions (T&Cs) carefully before you make an order. By placing an order with us, you agree with our T&Cs. Contact us if you have any questions.

‍

To cancel your online transaction, simply visit our website to chat with us via LiveChat or call us on 02 8318 5977 to speak to us directly.

Please note that we can only cancel transactions that have not been paid out/delivered/credited.

Should you fail to collect your order from the Australia Post Office location or one of our locations on your nominated collection date, we will first contact you to request your subsequent action. In the event that we are unable to contact you within 2 business days after your nominated collection date, the order will be cancelled, and you will be automatically refunded, less a $15 cancellation fee.

‍