Placing orders on Boots.com

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Help Topics

Placing orders on Boots.com

Answers

  • What ways can I shop with Boots.com?

    Order online

    Browse the full range of products & services and shop all your favourite brands.

    In store ordering

    Order from the full Boots range in any store. Please ask any member of staff for details.

    On your mobile

    Our mobile website has been specifically designed to allow you to shop at Boots on your mobile phone.

    Over the phone

    Call 0345 121 9088 to place an order, get an order status update, find a store & more. Call Mon - Fri 8.30am - 7pm, Sat - Sun 8.45am - 5pm

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  • How do I place an online order?

    To shop on Boots.com you have to register and log in. You can either do this before you start to shop or when you decide to checkout. Either way we only need a password and a couple of basic details from you.

    To place an order just follow a few simple steps:

    • Login to your account. Any items you've previously added will already be in your basket.
    • Add any other items to your basket that you wish to buy.
    • Once all items are added, click "view basket" at the top of the page. You will see a list of your items.
    • In your basket you can change quantities, remove items, enter promotion codes or enter an Advantage Card. You can also add a giftbox and message here.
    • You will need to select whether you will pay for your order with Advantage Card Points or with £.
    • Once you've clicked "Checkout" you need to choose a delivery address. You can choose a store or home delivery. Previously saved address will just need clicking to select them. Not all items are available to collect in store.
    • Click on "Confirm address". You will see all delivery options available.
    • Select the delivery option you want and click "Confirm delivery options".
    • This is now the final page before your order is placed. Confirm all the details in the summaries on the right and side are correct.
    • Select from PayPal or Credit/Debit card. If selecting Credit/Debit card you need to complete all fields marked with *.
    • Click "Place order". Depending on your payment type one of the below will happen:

    • You will be taken to PayPal's website to confirm payment. Then see the confirmation page.
    • If you re-registered with Verified by Visa or MasterCard SecureCode you will be prompted for your password.
    • The order confirmation page appears.

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  • Can I place an order without registering?

    You can't place an order without registering first, but creating a new account is quick and only needs two pieces of information.

    If you do not have an email address then you can place an order in store or contact our Customer Care team who can place an order for you.

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  • What does it mean when my order has "failed internal checks"?

    As part of our internal procedures to protect our customers we undertake a series of order checks. When these checks are carried out, if the order fails any of them then the order will be cancelled.

    You could attempt to place the order again but your new order will be subject to the same checks and may be cancelled if it fails again at any point.

    Our Customer Care team are unable to provide information regarding what checks are carried out.

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  • How do I check that my order has been placed?

    If your order was placed online you will receive an acknowledgement email with the details of your order.

    You can also check that your order has been placed by going to "My account" and selecting the "Order history" area, all of your orders will be held in this area starting with the newest order first.

    If your order was placed in store you will be issued with a till receipt as confirmation of your order.

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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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  • What are the delivery options and prices?

    Delivery option Cost Details
    Collect from store Free regardless of order value* Collect from store is available from 2200 Boots stores nationwide. If your order is placed before 8pm, it will be ready for collection after 12pm the next day (available Monday to Saturday). Next day collection is available in 2200 stores ( exclusions apply ). *Free delivery on all orders regardless of order value in a single transaction excluding gift boxing, infant formula, other shops and Boots services (insurance and opticians).
    Standard £3.50 or free if you spend over £40* 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 7pm. Orders placed after 7pm 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.

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  • What do I do if I have a damaged item in my parcel?

    If you have a damaged item in your order please return the item using our free returns label provided on your paperwork. If the item is leaking or dangerous to return then contact our Customer Care team. Please do not throw the item away before you speak to us as we may need photographic evidence of the damage to the item.

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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 2200 stores in the UK.

    Unfortunately, we cannot offer delivery to PO boxes or the Channel Islands (We can deliver to Channel Island stores using our 'Collect from Store' service) We also cannot offer delivery to the Republic of Ireland from Boots.com, to place an order for delivery to the Republic of Ireland please see the information below.

    We now offer delivery to Republic of Ireland via www.boots.ie

    We will be offering delivery outside of the UK. This will only be available to selected European countries to begin with. To register your interest in receiving Boots.com deliveries please click on our International deliveries link

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  • Can I change my delivery option?

    Once your order has been placed, unfortunately we cannot amend it.

    If you are not at home when the carrier delivers your order, they will leave you a card and you can rearrange delivery or collect it from them.

    If you have requested for your order to be delivered to a store you have up to 14 days from the delivery date to collect it from your chosen store.

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  • Why haven't I received my free gift?

    If a free gift is out of stock when you attempt to place your order you will see a message in your basket to advise you of this. You can continue with the order but this does mean that you will not receive the free gift.

    Please note that free gifts are subject to availability.

    If your free gift is missing when your order arrives, please check the paperwork and emails to check if it was dispatched or not. Also check if the free gift is wrapped in packaging or if it is in another box.

    If the item was dispatched and appears to be missing please contact our Customer care team.

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  • Can I change my delivery address after I have placed an online order?

    No, once your order has been placed we cannot change it. If you have made a mistake on your address please wait for your order to be dispatched and then contact the carrier company who will be delivering your parcel and inform them of the correct address details. You will need to give them the tracking number in your dispatch email when you contact them. Please note that we cannot accept any liability if the address has been entered incorrectly but we will always try our best to help.

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  • What do I do if I have been charged incorrectly for an online order?

    Check you order details online against what you've been charged. If the order was partially dispatched we will only charge you for the items dispatched. If you have already paid we'll refund the difference. If you still believe there is a discrepancy please contact our Customer Care team.

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  • How do I place a BFPO order?

    To place a BFPO order you must do the following:

    • Register with Boots.com on the Boots UK website if you don't already have a Boots.com account
    • You need to be aware of BFPO restrictions on items including weight and hazardous items. Please see the BFPO website for more details
    • When adding your delivery address include your BFPO number in the postcode field, add the house number and then submit e.g. House number 1 and BFPO 12; you can then free type the rest of your address
    • You will have a special delivery service for BFPO orders, for more details click here

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  • Why are items delivered directly from suppliers?

    We have a number of items available on our website that are delivered directly by the supplier as they are not stored in our warehouse. These may have slightly different delivery times and will arrive separately to the rest of your order. You can still track the status of your order online by logging into your order history.

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  • How do I order today collect tomorrow?

    Place a Boots.com order via any of our ordering channels (e.g., phone, internet, store) before 6pm for collection after 12pm the next day. This service is available Monday to Saturday in 2200 stores (excludes Scottish Highlands and islands, Jersey, Guernsey, Northern Ireland, Republic of Ireland, airports, and health centre stores).

    Next day collect from store is not available on medicines; these items are shown with the green pharmacy cross symbol.

    For your local store opening hours, see our Store Locator.

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  • How do I know which items dispatched direct from a supplier?

    Items dispatched 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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  • 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 regardless of order value.

    * Please note the below exclusions apply.

    The exclusions are prescription medicines, infant milks (up to 6 months old), gift vouchers/cards, gift boxes, all of our third party sites including Treat Street and Boots Kitchen Appliances, on Boots Opticians products and services, Boots Hearingcare and on Boots Travel services.

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  • What are the free delivery exclusions?

    The exclusions for free delivery are prescription medicines, infant milks (up to 6 months old), gift vouchers/cards, gift boxes, all of our third party sites including Treat Street and Boots Kitchen Appliances, on Boots Opticians products and services, Boots Hearingcare and on Boots Travel services

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