FAQ

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.

  If you are searching for a particular brand, you could try using the A-Z brands' link at the bottom of the page.

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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 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 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 have asked for a refund we'll credit your card or PayPal account. Please allow up to 14 days for this credit to appear on your account. We will email you when this happens and you can also check your returns history in the 'My Account' section.

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• How do I return an item?

  Option 1: Return free by post

  To return items purchased on Boots.com 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. Please note that items despatched direct from the supplier cannot be taken back to store (see information below - Returning an item despatched direct from the supplier)

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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, 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 earn Advantage card points when I shop?

  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

  If your card is already registered to your account, you will automatically earn points.

  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 add a card to your account. 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.

  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	£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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• 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

  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 register a card to your account. 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.

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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

  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.

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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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• Returning an item despatched direct from a supplier

  For items despatched direct from the supplier, please contact the suppliers helpline as shown on the despatch note received with your product, and the supplier will then arrange your return. If you are unable to find your despatch note please use the following contact numbers. Please only use these contact numbers for item despatched directly from the following suppliers:

  Homecraft (Daily Living Aids) 08444 124 332

  Icon (Fitness Equipment) 08457 089009

  For items despatched direct from the suppliers please note that we are not able to take these items back into store and provide a refund in store. Please always arrange these returns with the suppliers directly (see contact numbers above).

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• What is VAT exemption and can I claim it?

  Item eligible for VAT relief

  Some products that we sell have been specifically designed for use by persons who are disabled or chronically sick. HM Customs and Excise rules allow these items to be purchased by the customer at a VAT exclusive price as long as they are purchased by or for a disabled or chronically sick person. The goods must also be for personal or domestic use only and must be applicable to that person's disability or sickness. These products are shown on our website with the following icon next to them.

  How do I claim Vat relief for eligible products?

  As long as you meet the qualifying criteria (above) the exemption process in the checkout works as follows:

  1) Please ensure that you have registered or logged in before placing an order containing an item that you wish to claim VAT relief. for.

  2) Once you place an item in your basket you will be presented with a "pop up" which will ask "will you be claiming the VAT back?" As long as you feel that you meet the criteria above, click on "yes".

  3) You will then be presented with a page asking you "who is this product for?" Please click on the appropriate button and then click "continue".

  4) In order to meet yours and our legal obligations to HM Customs and Excise and in order to avoid paying VAT you will then be presented with a straightforward on-line VAT relief claim form to complete. Please note that we are only able to exempt VAT from the actual goods, but not from the delivery charges (which will attract VAT as normal). After completing the form you will be taken back the normal shopping page and can carry on checking out as normal and you will see the "VAT saving" as part of your savings total.

  5) If you are in any doubt as to whether you are able to claim this relief you should consult notice 701/7 VAT reliefs for disabled people.

  What does "disabled or chronically sick" mean?

  A person is "chronically sick or disabled" if he/she is a person:

  • With a physical or mental impairment which has a long term and substantial adverse effect upon his/her ability to carry out everyday activities
  • With a condition which the medical profession treats as a chronic sickness, such as diabetes
  • With a terminal illness

  It does not include a frail elderly person who is otherwise able bodied, or any person who is only temporarily disabled or incapacitated, such as with a broken limb.

  Can I claim VAT relief on behalf of someone else?

  Yes - but you will be required to put the claimants details on the VAT relief claim form

  Are all products in the "mobility and daily living aids" subject to VAT relief?

  No - only products clearly marked with a are subject to VAT relief

  Do I have to complete a separate on-line form for every VAT exempt product I Order?

  No - If you order a number of VAT exempt items on 1 order, you will only need to complete the form once.

  How can I find out more about claiming VAT relief?

  Please refer to H M Customs notice 701/7 VAT reliefs for disabled people.

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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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• Why have I received a number of text messages?

  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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• Can I place an order on my mobile phone or mobile device?

  Yes. When you log onto www.boots.com through your browser, you will be directed automatically to the mobile version of our website. Sometimes certain services or features of our site are not available through our mobile version of our site. If the service or feature you need is not available, then you can switch to our full website on your mobile device by clicking the 'Visit full site' link at the bottom of the page.

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