Delivery information

Answers

• How do I track my delivery?

  You can track each parcel separately using the link on your despatch email, or by logging into your account.

  Log into your account by clicking 'My Account' at the top of the page and enter your email address & password. Click 'Order history' and select the order number you wish to track. The name of the delivery company will appear in the 'parcel delivery' section, see below for details on how to track each one:

  • The current status of your parcel(s) will be shown in the 'Parcel delivery' section
  • Once your parcel(s) is despatched a 'Track your parcel with the delivery carriers here' link will be displayed next to each parcel.
  • Click the link and the delivery company's website will open in a new window (page) and display the current status of your parcel
  • For detailed tracking events click on your parcel ID.

  Your order may be despatched in more than one parcel and arrive at different times and different days so please remember to track each one separately. For more information on what the tracking events mean click here.

  If you are using a mobile device, it doesn?t have the full range of features of our main site and you will not be able to track your delivery. You will need to 'Visit full site' link at the bottom of the page.

  Collect from store parcels:

  You are unable to track these until they arrive in store. If you have provided a mobile number with your order you will receive a text when they are available for collection.

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• Where do you deliver to?

  Virtually all addresses within the UK and to BFPO addresses. We also offer a collect from store service in 2400 stores in the UK.

  Unfortunately, we cannot offer delivery to any other country, PO boxes or the Channel Islands (We can deliver to Channel Island stores using our 'Collect from Store' service)

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• How do I collect from a local store?

  • Add an item to your shopping basket as normal (the majority of items are available for Order & Collect, those that aren't are highlighted in your shopping basket)
  • At the checkout select 'Option 1' - collect in a Boots store'
  • Enter your town name to search for a convenient store to collect from or choose from your favourite saved stores
  • Enter your details and complete the secure online payment
  • Print the confirmation page or make a note of your order number
  • We'll send you an email confirming this order
  • We'll email you when your order is despatched and also when it's ready to collect
  • If you entered your mobile number we'll send you a text message letting you know when your order is ready to pick up
  • Bring your order confirmation page to the store you have chosen and collect your parcel. If you don't have your order confirmation please bring your order number and a suitable form of photo ID

  To find stores, directions and opening hours, please visit our store locator.

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• How do I collect an order from Gatwick Airside

  We are currently offering a new collection service where customers will be able to collect their Boots.Com parcel from Gatwick Airside store. Unfortunately we are not currently offering this service in any other Airport stores as this is a trial. For full security guidelines, please see the attached link. Security Information

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• What are the delivery options and prices?

  Delivery option	Cost	Details
  Collect from store	£1.95 or free if you spend over £20*	Collect from store is available from 2400 Boots stores nationwide.Your order will usually be available to collect from your chosen store in 3-5 working days. *Free delivery on orders over £20 in a single transaction excluding gift boxing, infant formula, other shops and Boots services (insurance and opticians).
  Standard	£2.95 or free if you spend over £45*	Usually delivered within 4 working days 8am - 9pm. *Free delivery on orders over £45 in a single transaction excluding gift boxing, infant formula, other shops and Boots services (insurance and opticians). Orders containing bulky/heavy items or super heavy items are not available for free delivery. Please see details below. **Pre-orders will be delivered within 4 working days after stock arrives in our warehouse.
  Named day	£3.95	You can select a named weekday up to 14 days in advance for your order to be delivered. Usually delivered between 8am-9pm.
  Next day	£4.75	Available on orders placed before 5pm. Orders placed after 5pm Mon-Fri or anytime Sat/Sun will not be delivered next day. The earliest delivery date for these orders will be shown at the checkout. Next day delivery is not available on medicines, these are shown with the green pharmacy cross symbol. Usually delivered between 8am-9pm.
  Saturday	£5.50	Usually delivered between 7am - 1pm.
  BFPO	£6.00	Orders must not contain aerosol products or bulky/heavy items. The charge for BFPO delivery includes the cost of delivering your parcel to the BFPO sorting office and the charge applied for delivery to your chosen address.
  Heavy/bulky items	£5.50	Orders containing bulky/heavy items are not available for free delivery and are usually delivered within 5 working days.
  Super heavy items (over 50kg)	£12.99	Orders containing super heavy items are not available for free delivery. Normally these items will be delivered to you within 5 working days, for some items you may be contacted by the supplier to arrange a convenient delivery date and time.

  
  
  

  Please note:

  • All delivery timescales are subject to availability
  • If you select the standard delivery option your order may arrive on or before the date shown at checkout
  • Your order may be despatched in more than one parcel and arrive at different times
  • Some of your items may be despatched to you direct from our suppliers. These will be shown with a icon. Orders containing one of these items will be charged in full at the point of despatch of the first item on your order.
  • A signature will be required for certain delivery services and certain times. Where this is required you will be advised as you place your order. For more information on signing for deliveries please click here.
  • The above delivery options do not apply to deliveries of prescription medicines, which are despatched directly from Boots Walsall pharmacy, generally using Royal Mail 1st class recorded delivery, For more information on prescription deliveries click here
  • Working day refers to any day Monday to Saturday and excludes Sunday and bank holidays.
  • Delivery to the Scottish Highlands, islands and other remote areas may take longer. The date your order will arrive will be shown at checkout.
  • Free standard home delivery is not applicable to Boots Kitchen Appliances, Standard delivery charge is £19.99.

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• Items despatched direct from a supplier

  Items despatched direct from the supplier are denoted by a . These are usually delivered to you within 5 working days. For some larger items you will be contacted by the supplier to arrange a convenient delivery date and time.

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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.

  You should call the number on the card and quote your parcel number to rearrange delivery. (see 'what do I do if I get a card' section above)

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• How can I get free delivery?

  Spend over £45* in a single transaction and receive free standard delivery to your chosen address. Delivery to a Boots store is free when you spend over £20*.

  * Please note exclusions apply, please see delivery terms and conditions above.

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• What do tracking events mean on Boots.com?

  The status below will appear if you chose a delivery address

  Status	Description
  'We have received your order'	Your order has been placed. We are now unable to amend or cancel it.
  'Under pharmacist review'	Your order contains a pharmacy medicine and is currently being reviewed by a Boots pharmacist. We can't sell these medicines without the approval of a pharmacist.
  'Cancelled by pharmacist'	Your order has been cancelled following pharmacist review. When this status is shown you should have been contacted by a Boots pharmacist to explain why your order has been cancelled.
  'Your order is being processed'	Your order is being processed in our warehouse.
  'Cancelled by Boots.com'	Your order has been cancelled as there's no stock available or has failed our internal checks. You'll receive an email advising you of this.
  'Your order has been despatched'	Your parcel has left our warehouse and is with the carrier for delivery.
  'Your order has been partially despatched'	This means part of your order has been cancelled by us. The rest of your order will be with our carrier. You will only be charged for the despatched items.

  Order & Collect status

  The status below will appear if you chose to collect your order from a store

  Status	Description
  'Received by store'	Your order has arrived at your selected store. You have 14 days to collect it.
  'Collected by customer'	Your order has been collected from the store.

  Tracking your order with the carrier

  Status	Description
  'Your order is out for delivery'	Your parcel is with the carrier and delivery will be attempted today.
  'Your order has been delivered'	You should have received your parcel. Note: Your order maybe delivered in more than one parcel.
  'Your order has been delivered (secure location)'	The carrier company will have left your parcel in a secure location, such as in a shed, garage or with neighbours. They should advise you of the location on the card they leave.
  'You have been carded (Parcel not left)'	You will see this if nobody was available at your address or a neighbour's address, or if the carriers were unable to leave the parcel in a secure location. You should call the number on the card and quote your parcel ID to re-arrange delivery.
  'Damaged'	Your parcel has been damaged in transit. A member of our Customer Care team may have tried to contact you. If you have not received contact from us please contact to our Customer Care team. Please see the 'Contact us' section of the site for details.
  'Missort'	Your parcel has been loaded onto the wrong van. The carrier will be aware of this and try to deliver to you as quickly as they can.
  'Inadequate address'	The carriers have been unsuccessful in finding your address. We may call you to ask for additional information to pass to the carrier. Alternatively, you can contact our Customer Care team. Please see the 'Contact us' section of the site for more details.
  'Refused'	When attempting delivery the parcel was refused. The carriers will return the parcel to our warehouse and you will be refunded when it arrives.

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• What do I do if I get a card?

  You should call the number on the card and quote your parcel number to re-arrange delivery. If your parcel has been left with neighbours or in a safe location then this will be indicated on the card.

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• I haven't received all of my order

  • Check the confirmation e-mail to see if all items were ordered
  • Check the despatch email to see if items have been cancelled. Occasionally when we pack an order some of the items may not be available. We don't want to delay the rest of your order so we cancel the out of stock item and despatch the rest. We?ll send you an email to update you. The paperwork for your order will show everything included and we only charge you for the items we send but you will earn all of the Advantage points we promised
  • Check the paperwork included in your parcel as your order may be despatched in more than one parcel and arrive at different times (orders containing items despatched direct from the supplier for example)
  • The despatch email and 'My orders' area of 'My Account' section of the website will also show the number of parcels sent
  • Remove all packaging to confirm the item isn't hidden. Some orders may contain a cardboard wedge that products will be underneath
  • However, if the item is definitely missing contact our Customer Care team. Please see the 'Contact us' section of the site for more details

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• Where is my order?

  • Check your order confirmation email for the delivery by date
  • Your order may be despatched in more than one parcel and arrive at different times
  • We will send you another email when we despatch your order. This shows the delivery by date and the parcel details so that you can track your order using our carrier's website (please see our tracking information for further details)
  • If you can?t access your email you can also see these details in the 'My orders' area of the 'My Account' section of our website
  • If you missed the carrier's attempt at delivery, don't worry, you can rearrange delivery for another date by calling the number shown on the card
  • If your order is being delivered to a store we will send you an email when we despatch your order. You will then receive another email when the order is available for collection. If you entered your mobile number you?ll also receive a text message.

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• What about the VAT increase?

  The prices you see on the website are reflective of the VAT increase imposed by the Government on the 4th of January 2011 and will be the price you pay when you checkout.

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• Who will deliver your order?

  All home delivery orders from Boots.com will be delivered by our preferred carrier. You can track your parcel through the link provided in the 'My account'.

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• Why have I received a number of text messages?

  We send text messages to update you about your order. The texts we send are to advise you or one of the reasons below:

  • Your order is ready to collect from your selected store.
  • We've attempted to deliver your home delivery order.
  • Your home delivery order has been delivered.

  If your home delivery order has been split into more than 1 box, you will receive a text message for each box.

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