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FAQ

Answers

  • When will an item be back in stock?

    We can't give specific dates about when individual items will be back in stock.

    We do receive regular deliveries and most items are usually back in stock within two weeks. Please keep checking on the site, once the item is available to 'add' to your basket then the item is back in stock.

    If the item was saved in your basket and is now out of stock it will be removed and you'll see a message to let you know. If any items become out of stock as you are placing your order the item will be removed and you'll be returned to your basket.

    For items marked 'Sold out' we will not be receiving any further stock.

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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?

    If your order has not arrived when expected

    • Check your order confirmation email for the expected delivery 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 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 see these details in the 'My orders' area of 'My Account' section of our website
    • If you miss the carrier's attempt at delivery, don't worry, you can rearrange delivery for another day by calling the number shown on the card
    • If your order is being delivered to store you'll receive an email when it is available for collection. You'll also receive a text if you provided us with a mobile number
    • If you still can't find your order please contact our Customer Care team, see the 'Contact us' section of the site for more details

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  • Where is my refund?

    We'll email you when we process your return and you can also check your returns history in the 'My Account' section. If you've asked for a refund we'll credit the method of payment on the order. Please allow up to 14 days for this credit to appear on your account.

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  • How do I return an item bought from Boots.com?

    Option 1: Return to your local store

    Just take the item and the paperwork from your order in to store and we'll refund back to the original payment method.

    Option 2: Return free by post

    Complete the paperwork from your order. Package your item(s) safely with the completed paperwork and attached the prepaid returns label. Take the package to the Post Office and ask for proof of postage.

    Please allow up to 14 days for the credit to appear in your account.

    If you need another copy of the returns note please click here.

    If you need to return heavy or large items, you should contact our Customer Care team for assistance.

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  • Can I amend or cancel my order?

    Once your order has been placed we can't cancel it or make any changes.

    If you have received your order please see our returns process on your paperwork.

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  • Having trouble registering your Advantage Card?

    If you're having trouble registering your Advantage Card please check the points shown below:

    • Ensure you enter the full card number including the final digit
    • You need to enter the postcode and date of birth of the person the Advantage Card is registered to
    • If you only want to earn points you can enter the Advantage Card number on the basket page as you checkout. You don't need to register the card to your account to earn points, but you won?t be able to redeem.

    You cannot register a temporary card from an in-store application form, you?ll need to apply for a permanent Advantage Card first. However, you can collect points by entering your temporary number on the basket page as you checkout.

    You are unable to register an Advantage Card from the mobile site and will need to use the full site.

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  • I want to change my password

    To change your password follow the steps below:

    • Click 'My Account' at the top of the page
    • Enter your email address and password and click "Sign in to Boots.com"
    • Click 'Boots.com account?
    • Click the 'Tick here if you would like to change your password' box.
    • The password fields will be blank, enter your new password into the appropriate field
    • Enter it again to confirm
    • Click 'Submit'
    • A message will appear at the top of the screen to confirm your password has changed
    • You will receive an email to advise the account has been updated

    You are unable to change your password on the mobile site. You will need to visit the full site.

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  • Having trouble logging in?

    • Check the spelling of your email address as well as your password - passwords are also case sensitive.
    • Forgotten your password? Click on the 'Login / Register' link at the top of the page and then the 'Forgotten password'.
    • If you are using a mobile device, click on 'My Account' at the bottom of the page first.
    • Type in your email address, surname and date of birth then click 'Submit'. We'll send you an email with a link to reset your password. If you have any problems at this stage please contact our Customer Care team, see the 'Contact us' section of the site for more details.
    • Once you have received your new password email, click the 'Change password' link. (If you are using a mobile device, unfortunately you will not be able to use this feature. Instead you will need to switch to our full website by clicking on the 'Visit full site' link at the bottom of the page). Enter your new password into the appropriate field and enter it again to confirm.
    • Click 'Submit' to change your password. You'll then be logged into your account and we'll send you a second email to confirm your details have been updated.
    • More than 6 unsuccessful attempts will deactivate your account. If this happens please contact our Customer Care team, see the 'Contact us' section of the site for more details

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  • Try me first

    Over the next few months we are hoping to offer our customers a little more confidence when buying fragrance online. On selected products, we will send you a free sample with your order so you can try it before opening the packaging of your full sized purchase - sounds great, doesn't it?! For more details, look out for the "Try Me First" logo or visit www.boots.com/trymefirst

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