About Boots online clinics

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Information & Advice


About Boots online clinics

Frequently asked questions about out online clinics including delivery information, complaints procedure and help.

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About Boots online clinics

Boots online clinics provide an opportunity to obtain effective prescription treatments without a trip to the surgery

By completing an online consultation on boots.com, you can get access to effective prescription treatments, if appropriate, without the need for a trip to the doctor's surgery.

To use the service,register online with Boots.com(or sign into your Boots.comaccount if you are an existing customer) and answer a few questions to determine whether the service is suitable for you.

If you are eligible for the service, you can then choose how you would like to receive your prescription medicine, whether that's:

  • By first class recorded delivery to an address or Post Office of your choice (orders under £45 will incur a delivery charge of £2.95)
  • By collecting free from selected Boots pharmacies during opening hours

Finally, you will be asked to make payment online by credit or debit card and confirm the order. Payment will only be taken if the service is suitable for you.

Read on to find answers to common questions about our clinics.

How much does delivery cost?

There is a delivery charge of £2.95 for orders below £45. Orders of £45 or more will be delivered free of charge.

We also offer a service where you can order online and collect in one of our selected stores free of charge, so look out for details when you place your order online.

Is my personal and prescription information safe and how will I know it won't be accessible to anyone else?

We will only ask you for information that is essential to enable us to determine if the medicine is suitable for you and, if so, allow us to process the order. The details you enter are stored securely on our systems and can be viewed only by Boots Independent Medical Agency and Boots UK pharmacy staff. These details will not be visible to anyone else.

Who is the Independent Medical Agency?

The Independent Medical Agency was created by Boots to manage medication prescribing, in the form of Patient Group Directions and Boots online clinics.

The IMA is registered with the Care Quality Commission to provide services via our online clinics. Dr Graham Marshall (General Medical Council 2583099) is the Medical Director for the Independent Medical Agency and is the lead clinician for Boots online clinics.

Do I have to be home to take delivery of my order?

Professional Pharmacy guidance requires that someone over the age of 18 is in to sign for receipt of medicines, so the package will need to be signed for. If you are not in when the delivery is made then a card will be put through your door with details of where to go for collection. We can also deliver to your place of work or to a Post Office if that is more convenient.

How long will it take for my medicines to be ready?

We will let you know by email (or text message if you have requested this) when your medicines are ready for you to collect from your selected store or, if you have chosen delivery, when your medicine has been dispatched.

Collect in store

Order placed Order ready for collection from your selected store
Monday - Friday before 6am Next day after 12pm
Monday to Friday after 6am Two days later after 12pm (excluding Sunday)
Saturday before 6am Monday after 12pm
Saturday after 6am & Sunday Tuesday after 12pm

Postal delivery

Order placed Order despatched
Monday - Friday before 6am Same day
Monday to Friday after 6am Next day
Saturday & Sunday Monday

Your medication will be sent in discrete packaging via Royal Mail 1st class recorded delivery, so will usually be delivered within one working day of despatch. Royal Mail cannot guarantee delivery on a specific date.

In certain locations Royal Mail are trialling a 'delivery to neighbour' service if you are not in. If you do not want to have this service please let the Royal Mail know by visiting: www.royalmail.com/deliverytoneighbour. The website will show you the locations where the trial is happening.

What happens if I change my mind after placing my order?

If you opted to collect from store you will need to contact the pharmacy to let them know that you no longer wish to receive your order, and the store will ensure that your order is cancelled. This will refund the payment to your original payment method via Boots.com. If you have opted for a home delivery and have received your dispatch notice, we will not be able to refund your order, because the medication has left our pharmacy.

The system won't let me buy any more medicines because it is saying I've already purchased the maximum quantity allowable

There is a limit to how much of a particular medicine you are allowed to purchase through this service. The quantity of medicine allowed should be sufficient for the time period. If this quantity is not adequate, speak to your GP for further advice.s

When do I pay for my order?

We will take your payment either when we issue the prescription for you and forward it to your chosen pharmacy for dispensing, or when your medicine is dispatched if you have opted for home delivery.

I cannot find a collection store near me

We are currently offering this service in 200 Boots Pharmacies. If you do not find a convenient Boots pharmacy, you may wish to use our postal delivery option.

Will the IMA contact me regarding my order?

The IMA may need to contact you to discuss your order. Generally this will be about additional information you have provided during your online consultation. If necessary we will contact you by telephone or email.

I cannot find my GP surgery in the list

If you cannot find details of your GP surgery then unfortunately we will not be able to provide this service to you.

Will I be able to see a pharmacist and receive private, professional advice when I collect my medicines?

Our friendly instore Boots pharmacy team can help you with a wide range of advice, and if you need a private consultation with our pharmacist then our team will be happy to arrange it. Wherever possible this can take place in one of our private consultation areas.

Complaints procedure

Our aim is to provide excellent service at all times. If we fail to reach these standards and you are unhappy with our prescription service in any way, you can speak to a member of the pharmacy team (you will find contact details on your order confirmation email).

If your concerns are not fully addressed you may wish to tell us in one of the following ways:

Telephoning Boots Customer Care on 08450 708090.

Emailing Boots Customer Care at Boots.customercare@boots.co.uk.

Writing with your complaint to:

Boots Customer Care
PO Box 5300
Nottingham
NG90 1AA

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