Delivery information

Answers

• How do I track my order?

  Your order may be despatched in more than one parcel and arrive at different times. You can track each parcel separately using the link on your despatch email, or by logging into your account and checking your 'Order History'.

  If you are using a mobile device, you will automatically be directed to the mobile version of our website. Our mobile site does not have the full range of features of our main site and you will not be able to track your order. However, you can do this by switching to our full website on your mobile device by clicking the 'Visit full site' link at the bottom of the page.

  Log into your account by clicking 'My Account' at the top of the page, click 'Order history' then click on the order number you wish to track. The name of the company delivering your parcel(s) will appear in the 'parcel delivery' section, see below for details on how to track each one:

  If delivered by Yodel:

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

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

  Collect from store parcels:

  You are unable to track these orders until they arrive in store. Once they are available for collection you will receive an email and text message if you provided a mobile number when you placed your order.

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• Where do you deliver to?

  Virtually all addresses within the UK, Northern Ireland and to BFPO addresses.

  Unfortunately, we cannot offer delivery to any other country, PO boxes or the Channel Islands.

  Boots.com deliver to British Forces Post Office addresses. The charge for BFPO delivery is £6.00, this includes the cost of delivering your parcel to the BFPO sorting office and the charge applied for delivery to your chosen address. Please note that the facilities at the BFPO are restricted to Service personnel, entitled civilians and their dependents serving in the HQ, its outstations and the local British Embassy.

  We can't ship aerosols to BFPO addresses. Aerosols will be intercepted and returned to us.

  Please also note that certain areas carry specific weight restrictions and parcels over these weight limits are automatically returned to us. For HM Ships (BFPOs 200 to 499) there is a maximum weight of 11kg per parcel. No parcel service is available for Op HERRICK, Op KIPION and HM Ships in support. For further information on deliveries to British Forces postal addresses please visit www.bfpo.mod.uk.

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• How do I collect from a local store?

  Simply add the products you wish to buy to your basket and then choose a store for collection. You will then have two weeks to collect your items, giving you lots of time to find a day convenient for you.

  To order using 'Order & Collect' follow the steps below:

  • Add your 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 postcode or 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 will 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, usually from the photo area of the store. Alternatively, you can ask a member of our team to help you with your order. 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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• What are the delivery options and prices?

  We've listed our delivery options and costs in the table below to help you decide which option is best for you.

  
  

  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 £40*	Usually delivered within 4 working days 8am - 9pm Mon - Fri. *Free delivery on orders over £40 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 2.30pm. Orders placed after 2.30pm 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. For more information click here.
  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, but for large items you may be contacted by the supplier to arrange a mutually 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.
  • We can't deliver overseas or to PO Box and Channel Island addresses (however we can deliver to Channel Island stores using our 'Collect from Store' service)
  • 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 Friday and excludes Saturday, 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

  Most of our normal orders are despatched from the boots.com Birmingham warehouse. However some items may be identified as being despatched direct from the supplier (denoted by a icon) . Normally these items will be delivered to you within 5 working days, but for large items you may be contacted by the supplier to arrange a mutually convenient delivery date and time.

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• Will I need to sign for my parcel?

  When you place your order we'll let you know at checkout if you need you to sign for it. If a signature is required the carriers won't leave the parcel at an address without getting a signature.

  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 £40* in a single transaction and receive free standard delivery to a home 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?

  By clicking 'My Account' at the top of the page and then 'My orders' you can see the current status of your order and parcel(s). In the tables below we have given you a description of what these status mean:

  
  

  Status	Description
  'We have received your order'	Your order has been placed. We are now unable to amend or cancel it.
  'Under pharmacist review' (orders containing medicines only)	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. This is rare. Whenever there's a problem with your order we amend your order, with your agreement, rather than cancel it. 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 by us as there's no stock available or authorisation has failed. You'll receive an email advising you of this.
  'This shipment is on hold'	Your parcel has left our warehouse and is with the carrier for delivery.
  '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 cancelled item will have been removed and 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 one of our stores:

  
  

  Status	Description
  'Received by store'	Your order has arrived at the store you selected for delivery. You now have 14 days to go and collect it.
  'Collected by customer'	Your order has been collected from the store you selected for delivery.

  
  

  Tracking your order with the carrier

  The status below are shown on the carrier website when you track your parcel. Your order may be despatched in more than one parcel and arrive at different times. To see how to track your parcel click here

  
  

  Status	Description
  'Your order is out for delivery'	Your parcel is with the carrier and delivery will be attempted today. Usually between 8am and 9pm however we are unable to give a specific time.
  'Your order has been delivered'	You should have received your parcel. If you feel you've not received your entire order, please click here. Note: Your order maybe delivered in more than one parcel so please remember to track each one separately.
  '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 for a suitable date.
  '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 more 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, which is normally the day after the original delivery date.
  '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?

  The carrier will leave a card when they attempt to deliver your parcel. If your parcel is delivered by Yodel we'll also send you an email and text message to let you know we've attempted delivery. You should call the number on the card and quote your parcel number to arrange a suitable date for 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 your confirmation e-mail to see if all items were ordered
  • Check your despatch email to see if items have been cancelled. Occasionally when we pack your order some of the items may not be available. We don't want to delay the rest of your order so we'll cancel the out of stock item and despatch the rest to you. We will send you an email to update you. The paperwork for your order will show everything we've included and we'll only charge you for the items we send but we will ensure you earn all of the Advantage points we promised you
  • 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)
  • Your despatch email and your 'My orders' area of the 'My Account' section of our website will also show the number of parcels we've sent
  • Remove all packaging to confirm the item isn't hidden
  • 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 expected 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 not 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 you can track it in the same way and collect it from the date advised on your order confirmation email (upto 14 days after the order was placed). If you entered your mobile number you'll also receive a text message when it is available for collection
  • If you still can't find your order please contact our Customer Care team. Please see the 'Contact us' section of the site for more details

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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 Yodel.

  You can track your parcel through the link provided or by contacting our customer care team.

  Please note:
  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 delivered by the supplier's preferred courier.

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