FAQs

Answers

• When will an item be back in stock?

  We receive regular deliveries and most items are back in stock within two weeks. Unfortunately our Customer Care team cannot give you a specific date for when the item will be available again, so please keep checking back on the site.

  If the item was saved in your basket and is now out of stock it will be automatically removed - 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 can't find the item I'm looking for?

  When you're searching for an item on Boots.com, you may occasionally find that your search does not return any results. Please check your spelling or the wording as we may not recognise spaces etc.

  However this could also be because we do not sell that item or brand, or because it is no longer available.

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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 items may be despatched separately and may not be delivered at the same time
  • Your despatch email and your 'My order' section of the 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 call our Customer Care team, 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 date
  • 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 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 store you can track it in the same way and collect it from the date advised on your order confirmation email. If you entered your mobile number you'll also receive a text when it's available for collection
  • 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?

  If you've returned an item and are expecting a refund please allow 14 working days for it to appear on your card or PayPal account. We'll send you an email to let you know when the refund has been processed. You can also check your returns using the 'My Account' section of the site.

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• How do I return an item?

  Option 1: Return free by post

  You need to complete the returns form on the back of your paperwork. Use the pre-paid returns label and take it to the Post Office.

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

  If you ordered heavy or large items, you should contact our Customer Care team for assistance, see the 'Contact us' section of the site for more details.

  Option 2: Return to your local store

  You can return your items to any Boots store, please take your order paperwork to help our store team process your return. If you paid in-store also take in your till receipt.

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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. When the carrier delivers it, simply ask them to return it to us for a refund.

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

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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 or PO boxes. We also don't deliver to home addresses in the Channel Islands but you can still order in store for collection from our Channel Island stores.

  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 further information on deliveries to British Forces postal addresses please visit www.bfpo.mod.uk.

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• How do I earn Advantage card points when I shop?

  To add to your registration:

  If your card is not already registered to another account you should log in, click on 'My Account' at the top of the page and then 'About me' before following the steps below:

  • Enter the whole card number including the final digit
  • Enter the postcode of the address the card is registered against
  • We will validate your card and details and add the card to your account
  • If this card is already registered to another Boots.com account you should delete it from your old account first. You can do this by logging into your account and clicking 'remove from account' on the Advantage Card page

  To use another card for shopping:

  If the card you wish to use isn't yours simply enter the card number in the field on the basket page or on the summary page as you checkout. Please don't try to register it against your account as the details won't match our records.

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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	Free*	Collect from store is available in over 1300 Boots stores across the UK. Usually delivered to your chosen store within 5 working days. *Free delivery in a single transaction excluding gift boxing, infant formula, other shops and Boots services (insurance and opticians).
  Standard	£2.90 or free if you spend over £40*	Usually delivered within 4 working days 8am-7pm Mon - Fri. *Free delivery on orders of £40 in a single transaction excluding gift boxing, infant formula, other shops and Boots services (insurance and opticians).
  Named day	£4.40	You can select a named weekday up to 14 days in advance. Usually delivered between 8am-9pm.
  Next day	£4.50	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 pharmacy medicines (marked [P]).
  Saturday	£5.50	Usually delivered between 7am - 1pm.
  BFPO	£6.00	Orders must not contain aerosol products or bulky/heavy items.
  Heavy/bulky items	£5.00	Orders containing bulky/heavy items are not available for free delivery. We offer a standard (usually 5 working days) or named day service on orders containing these items.

  
  
  

  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 delivered in separate parcels, or by separate carriers
  • We can't deliver overseas or to PO Box and Channel Island addresses
  • 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
  • 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.

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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
  • If the card you want to use isn't yours simply enter the card number on the basket page as you checkout. You don't need to register the card to your account to earn points as you shop.
  • We ask you to enter the postcode your card is registered to and your date of birth so we can check these match our records. If you have moved house recently try entering your old postcode instead.
  • You cannot register a temporary card from an in-store application form to your account, you will 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.
  • Your Advantage Card can only be registered to one account. If it's already registered you can remove it from your old account by following the steps below:
  • Click 'My Account' at the top of the page and log in to the account the card is registered to
  • Once you've logged in click the Advantage Card symbol on the right hand side
  • Scroll down the page and click 'remove from this account'. You can then add your Advantage card to your new account

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• I want to change my password

  Keep your password secret and avoid writing it down. If you want to change your password follow the steps below:

  • Log onto the website
  • Click 'My Account' at the top of the page
  • Click 'About me'
  • 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

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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'.
  • 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. 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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