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Help Topics

Products and promotions

Answers

  • How do I search for an item online?

    To search for a specific item you can enter the item code or the product name into the search field at the top of the home page.

    If you not sure of these details, you can also use the department headers at the top of the page e.g. Beauty, Mother and Baby, Electrical etc. Select the department your product is in and follow the options on the left hand list to locate the product you are looking for e.g. if you are searching for shampoo you will need you select Beauty, Hair, Shampoo & Conditioner, Shampoo, select the brand.

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  • How do I find out about product ingredients?

    To request a list of ingredients for a product you will need to email our Customer Care team with the name of the product you would like the ingredients for and they will obtain this information from the product team. If there is a specific ingredient you are looking for within a product please add this to your email.

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  • How do I get more information on a product or service?

    To request information on a specific product or service you will need to email our Customer Care team with the name of the product and the specific information you require contact us.

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  • I have a new product idea I would like to introduce to Boots, how do I do this?

    We are unable to accept new product ideas by phone, if you would like to introduce a new product to Boots then please use this website and fill in the form to send Boots details of your product.

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  • I have had an allergic reaction to a product, what shall I do?

    If you experience an allergic reaction to a product you have purchased online please send the item back using our free returns methods and tick the return reason as 'allergic reaction'. Once the item has been returned please allow 14 working days for us to contact you for further information.

    If you have purchased the items in store please return the products back to your local Boots store with the items and inform them of the reaction you have received to the product.

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  • Can I get an item gift boxed online?

    Only certain items can be gift boxed online, to check if the item can be gift boxed you will need to follow the steps below. Please note if you select more than one item to be gift boxed the items will all come in one single gift box.

    To check out with a gift box please follow the steps below:

    • Add the required item(s) to basket
    • Select the item(s) to be gift boxed
    • Enter a message to appear on your gift card. You can only enter 35 characters per line and then have to select carriage return on your keyboard
    • If you are sending this gift directly to the recipient you can select the tick box to have a receipt that does not show prices
    • Click 'Update basket' and the £3.50 gift box charge will be added to your order total

    Please note the gift box service is not available when paying with Boots Advantage Card points

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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 online 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 online 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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  • 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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  • What do I do if my promotion code doesn't work online?

    Certain Boots.com promotional codes are single use only, so once redeemed the code cannot be used again.

    However, if you believe that your promotional code should be working please check the following:

    • Are you logged in correctly i.e. to the account address the promotional code was sent to?
    • Has your promotional code expired?
    • Is your promotional code applicable for the product(s) you're purchasing?
    • Have you reached the required spend threshold, if applicable?
    • Have you entered your promotional code in the correct box in the checkout and clicked on "Update basket"?
    • Have you entered your promotional code correctly? All codes are case sensitive.
    • Some promotional codes cannot be used in conjunction with other Threshold Spend Coupons or storewide and online points events. See the specific offer for terms and conditions.


    If the promotion code is still not working please contact our Customer Care team with the promotion code and the items you are trying to order

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  • What do I do if I have missed out on a promotion online?

    If you have forgotten to add the promotion code to an order recently placed, unfortunately we are unable to amend any orders once they have been placed. You will be able to use the promotion code on a separate order if the code is still valid.

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  • The promotion code isn't showing in my basket, what do I do next?

    Certain Boots.com promotional codes are single use only, so once redeemed the code cannot be used again.

    However, if you believe that your promotional code should be working please check the following:

    • Are you logged in correctly?
    • Has your promotional code expired?
    • Is your promotional code applicable for the product(s) you're purchasing?
    • Have you reached the required spend threshold? If applicable.
    • Have you entered your promotional code in the correct box in the checkout?
    • Have you entered your promotional code correctly? All codes are case sensitive.
    • Some promotional codes cannot be used in conjunction with other Threshold Spend Coupons or storewide and online points events. See the specific offer for terms and conditions.


      If you continue to experience problems with your promotional code, then please contact our Customer Care team on 0845 609 0055.

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  • How do I use my Advantage Card coupons online?

    Boots Advantage Card coupons are sent out to Boots Advantage Card customers who wish to receive them. If you receive coupons through the post these coupons are generally for in store use only.

    An easy way to check whether your coupons are applicable to Boots.com is:

    • In store coupons have a barcode that needs to be scanned.
    • Boots.com coupons have a promotion code including numbers and letters that are entered at the basket stage of your order. The promotion code must be entered as it is shown on the coupon.

    If you would like to use an in store only coupon on Boots.com you can take the coupon in store and place an in store order via a till. Your order will be dispatched by Boots.com.

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  • What are Boots promotional codes?

    Promotional codes or voucher codes are codes that give you extra Advantage Card points, money off or free delivery offers. When you've finished your shopping on Boots.com simply enter a promotional code in the promotional code field when you checkout to receive your individual offer or discount.

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  • Can I use multiple promotional codes?

    No, only 1 promotion code can be keyed into the basket page per order. If you have a promotion code or voucher that has been sent to you; if you can use them on Boots.com they will have a code comprising of number and letters that are case sensitive. Please note that these codes may only be for a selected number of products so check the details of what items are included in the promotion. If a product has a promotion available e.g. save 20% off the product, this will be added to your basket automatically and a Boots.com valid coupon or voucher promotion can also be added to the basket.

    Any coupon or voucher promotion codes that do not have an online code attached can only be used in store. You can order Boots.com items in store, when you place your order in store present the coupon or voucher at the till.

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  • How do I write a review?

    • Select the product you'd like to review and click write a review at the bottom of the page.
    • If you aren't logged in you will be asked to sign in.
    • Fill in all the relevant sections on the form. You can also add a video or a photo.
    • Click on the preview button to see how it will look and check for any mistakes.
    • Tick the "terms and conditions" box and submit your review.
    • Your review can take up to 48 hours to be published.

    Please be aware that before your review is posted it will be checked for the following;

    • Mention things that are unrelated to the product.
    • Mention competitors or the specific price you paid for the product.
    • Include any personally identifying information, such as full names.
    • Includes any foul and abusive language.

    Leaving a product review on Boots.com is so simple and a great way to help other customers. If you post lots of reviews you could be invited to join our customer review panel, so get reviewing your favourite products.

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  • How do I get product safety data sheets?

    To view a product data safety sheet please click here

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  • Can I have information on Boots Photo?

    We do have a photo section on Boots.com, here you can order cameras, photo albums and accessories.

    If you would like to have photos printed you will be directed to Bootsphoto.com where you can request for your photographs to be printed and sent to a delivery address of your choice, order photobooks for a special occassion or other personalised gifts with your favorite photo including, mouse mats, mugs, keyrings and calanders. Please visit Bootsphoto.com for more gift ideas.

    For Bootsphoto.com terms and conditions please click here

    Please click here for a cost of prints

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  • Can I have information on your 3 for 2 offers?

    During the Christmas period we have 3 for 2 mix and match and Star Gift offers available.

    The Star Gift is a specific item that is available at better than half price for 1 week only. For this week the item will not be on 3 for 2.

    The 3 for 2 mix and match is across 1000's of gifts and toys. You can easily identify the items included by the green background with a white present on.

    You will need to add 3 items to your basket. These can be 3 the same or 3 different items. If the items are the same price you will receive one free, it they are a different price you will receive the cheapest free.

    The usual Boots.com returns policy applies to 3 for 2 purchases. We cannot exchange any products. Therefore, if any items are not colour you hoped for we can't exchange them for specific a specific colour.

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  • Do you offer discount for NHS staff or Care Homes online?

    Unfortunately we do not offer discount for NHS staff or Care Home discount users online.

    We do allow use of an NHS discount card in store. If you wish to place an order for items available online you can do this by placing an order in store at the till. Your discount will then be applied.

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