About our Pharmacy

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Help Topics

About our Pharmacy


  • Do I need to send you a prescription every time?

    Before we can dispense your order we need to be in receipt of a prescription written by a prescriber registered in the UK with the relevant regulatory body. If this is a non-repeating prescription you will need to send it to us after you have placed your order, however if it is a repeating prescription we can hold your repeat order form for you. If you request regular monthly prescriptions from your doctor we can do this on your behalf if you register with our free Repeat Prescriptions Service.

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  • Can you tell me when my repeat prescription is due?

    Yes, the free Repeat Prescriptons Service offers email reminders to reorder your regular repeating prescription.

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  • What is an NHS prescription 'item'?

    Each line on your prescription is usually a separate item and if your prescription is dispensed in England you pay a fee for each one, unless you are exempt or hold a pre-payment certificate. At present, the NHS fee is £8.40 per item in England. Occasionally, a single item may incur two NHS fees. We will let you know if this is the case with your prescription. If you have any queries with your prescription price, please call our pharmacist team on 0845 121 9040.

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  • What if I forget to sign my prescription or include my payment or exemption information?

    We will hold your order until we receive the missing information. Alternatively, we can return your prescription if you wish.

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  • Can I buy pharmacy medicines on behalf of a family member?

    Yes. The pharmacist's short questionnaire will ask you who the medicine is for. The details you fill in will be about that person.

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  • Why can you only dispense prescriptions written by a UK prescriber?

    Prescription-only medicines will be dispensed only when we are in receipt of a prescription written by a prescriber registered in the UK with the relevant regulatory body. This is the law in the UK.

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  • Why do you ask for evidence of NHS Fee exemption?

    If you are exempt from NHS prescription charges we are required to ask you for evidence of this if we cannot determine this from your prescription (for example the age of the patient is on the prescription). This is an NHS requirement if you are claiming free prescriptions

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  • I live in Wales where all NHS prescriptions is free, what should I do?

    Government charging policy differences between England, Wales, Scotland and Northern Ireland: The NHS has different policies across the UK. If you live in Wales or Scotland all prescriptions are free. Our online pharmacy is based in England so we must charge the English NHS prescription charge of £8.40 per item.

    If you live in Scotland or Wales and do not qualify for free prescriptions, it will be cheaper for you to collect your prescription from your local Boots Pharmacy. You can find your nearest Boots pharmacy and register for our free Repeat Prescriptions Service here.

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  • Why don't you supply controlled drugs and refrigerated lines?

    For your safety. We cannot deliver controlled drugs by Royal Mail, and refrigerated lines have to be kept below a certain temperature so are unsuitable for the post.

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  • Can I return prescription medicines or get a refund on prescription medicines purchased?

    Once despatched, we cannot accept returned prescription medicines or offer a refund on prescription medicines purchased.

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  • Can you deliver to my workplace?

    Orders containing prescription medicines can be delivered to your home or place of work, but the delivery must be signed for by an adult. If no one is available to sign for your order, the postman will leave a card detailing how you can collect or have your order redelivered. The delivery cannot be left with children, posted through the letterbox or left in a secure area. We will notify you when we have despatched your order, normally it should be within 2 working days.

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  • How will I know when my medicines will arrive?

    We will notify you when we have despatched your order, usually it will arrive within 2 working days with first class post service.

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  • Why can't I get other products delivered with my prescription?

    Our prescriptions have to be dispensed from a Boots registered pharmacy, whilst other products are sent from our central warehouse

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  • How will my medicines be delivered?

    Royal Mail First Class Recorded service.

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  • Will I need to sign for my parcel?

    On the delivery options page in checkout it you will see if a signature is required. If nobody is available to sign for the parcel, they will return it to the depot and leave you a card.

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  • I have an NHS Prepayment Certificate (sometimes known as a PPC or pre-paid card), how do I tell you?

    If you have an NHS prepay certificate, simply send a copy to us with your first order and we will continue to supply you with your NHS prescription medicines until the certificate expires.

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  • Need to contact our Boots.com Pharmacy services?

    For all queries regarding our online prescription service, phone us on 0845 121 9040. Our opening hours are 9am - 5.30pm Monday to Friday.

    If you would prefer to email us, please use the following email address: epharmacy@boots.co.uk

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  • Freedom of Information Act

    Click one of the links below for information on the Publication Scheme for Boots UK Limited, which describes the NHS services we provide, as required under section 23 of the Freedom of Information Act.

    Publication Scheme for Boots UK Limited (England & Wales)

    Publication Scheme for Boots UK Limited (Scotland)

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  • How will the data I provide be used and stored?

    This guidance leaflet describes how and for what purposes we collect and use personal data from our pharmacy patients and service users. It has been made available electronically to help meet the needs of various users who may access it.

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