How to return items

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How to return items

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  • What is the Boots.com returns policy?

    You can return any unwanted items free of charge within 28 days of receiving your order for a refund or replacement. Unfortunately, we aren't able to exchange items.

    Any items that are unused and in their original packaging can be returned under our 28 day returns policy.

    Any Advantage Card points earned against any item(s) you return for a refund will be removed in accordance with the Advantage Card terms and conditions.

    When returning large items, please dismantle it before collectiontakes place.

    If you do not have your returns paperwork you can print off a copy here

    This does not affect your statutory rights.

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

    Option 1: Return to your local store

    If you require a replacement you will need to complete the paperwork from your order and return the product to the store. If you no longer have the paperwork you can print a copy using the link below. The store will then return the product to Boots.com for the replacement to be processed. Once the return arrives at our warehouse your replacement will be sent to you on a next day delivery service.

    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 attach 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.

    A replacement or refund will be processed as soon as we have received the item into our returns department. You will receive notification of the replacement or refund being processed by email. Please note that a refund can take up to 14 days to be processed back onto your card by your bank.

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  • How do I return an item dispatched direct from a supplier?

    For items dispatched direct from the supplier, please contact the suppliers helpline as shown on the dispatch note received with your product. The supplier will then arrange your return. If you are unable to find your dispatch note please use the following contact numbers:

    Babystyle Limited 01509 817669

    Bed-e-byes Limited 01756 730859

    Clair-de-Lune Limited 0161 4919800

    Cosatto Limited 0871 977 3900

    East Coast Ltd/Bebecar Ltd 01692 403461

    Homecraft (Daily Living Aids) 08444 124 332

    Plum Products - 0844 880 5302

    RFE International 0800 440 2459

    Tutti Bambini Limited 0208 368 5800

    For items despatched direct from the suppliers please note that we are not able to take these items back into store

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  • What do the status of my return mean?

    If you have returned an item to us the 'Returns history' section in 'My Account' will show you the status.

    Below is an explanation of the status you may see:

    'Refund actioned' - This shows you that your refund has been completed. Please allow up to 14 days for the credit to appear in your account. If you request a replacement and we have no stock, we'll give you a refund. You will receive an e-mail to confirm this.

    'Replacement actioned' - This shows you that your replacement order has been created. You'll receive an email to confirm this, we'll also send you another email when we dispatch it.

    'Cancelled' - If you see this status you should have been contacted by our Customer Care team to explain why we aren't able to process the return.

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  • How can I track my return?

    At the Post Office you'll be given a receipt for the parcel you're returning, please keep this safe. Once we receive the parcel and process your return, you'll receive an e-mail. We may contact you before processing the return. You can also see the return has been processed in the 'Returns history' section when you log in to your account.

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  • How do I return a gift experience?

    As long as the experience hasn't been booked it can be returned using the paperwork in the order. If the experience has been booked, you will need to speak to the booking line.

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  • How do I return something from our 'other shops'?

    Our 'other shops' all have their own returns policies. You will need to check their terms and conditions for information. Please see the links below:

    Kitchen Appliances

    Personal Gifts

    Boots Photo

    For Treat Street, you will need to visit the terms and conditions of the store you made your purchase e.g. Very, Apple, Matalan.

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  • How do I arrange a collection?

    If you need to arrange a collection for a product that you wish to return to Boots.com you will need to contact our Customer Care team.

    If you need a collection of an item that was delivered directly by the supplier then please contact the supplier directly, their contact details are below:

    Babystyle Limited 01509 817669

    Bed-e-Byes Limited 01756 730859

    Clair-de-Lune Limited 0161 4919800

    Connection Fitness Limited 0845 3194833

    Cosatto Limited 0871 9773900

    East Coast Ltd/Bebecar Ltd 01692 403461

    Plum 0844 880 5302

    RFE 0800 440 2459

    Tutti Bambini Limited 0208 368 5800

    Please note that any items that need to be returned to a supplier cannot be taken back to a store.

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  • How do I cancel a collection?

    If you need to cancel a collection you will need to contact the team who arranged the collection. If that was our Customer Care team then click here. If this was arranged directly with the supplier then contact them again on the numbers shown below:

    Babystyle Limited 01509 817669

    Bed-e-Byes Limited 01756 730859

    Clair-de-Lune Limited 0161 4919800

    Connection Fitness Limited 0845 3194833

    Cosatto Limited 0871 9773900

    East Coast Ltd/Bebecar Ltd 01692 403461

    Plum 0844 880 5302

    RFE 0800 440 2459

    Tutti Bambini Limited 0208 368 5800

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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 long does it take to get a refund?

    If you've asked for a refund we'll credit the account you used to pay for your order. Please allow up to 14 days for this credit to appear on your account. We'll 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 get a replacement?

    We can only replace direct like for like items. Therefore, if you have ordered the incorrect item we are unable to exchange it.
    To request a replacement, complete the returns section on the paperwork that was received with your order. You need to write the item details, tick you want a replacement and enter the reason for return. Stick the label to your parcel and return to your local Post Office. Please obtain proof of postage.
    If you do not have the packaging for the parcel you can still return the item to use following the above process but we advise that the item is packaged to aviod any further damage happening to the product.
    We will send you an email when we process the replacement and then a further email when we despatch it.

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