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We’re here to help, so please find the most relevant way to get in touch below

Frequently asked questions

How do I track my delivery?

You can track each parcel separately using the link on your despatch email, or by logging into your account.

Log in to your account by clicking 'log in/register' at the top of the page and enter your email address and password. Click 'Order history' and select the order number you wish to track. The name of the delivery company will appear in the 'parcel delivery' section, see below for details on how to track each one:

  • The current status of your parcel(s) will be shown in the 'Parcel delivery' section
  • Once your parcel(s) is despatched a 'Track your parcel with the delivery carriers here' link will be displayed next to each parcel
  • Click the link and the delivery company's website will open in a new window (page) and display the current status of your parcel
  • For detailed tracking events click on your parcel ID

Your order may be despatched in more than one parcel and arrive at different times and on different days so please remember to track each one separately.

Collect from store parcels: 

You are unable to track these until they arrive in store. If you have provided a mobile number with your order you will receive a text when they are available for collection. 

How do I return a product bought from boots.com?

You can take your product in to a Boots store for a refund. Simply take your returns paperwork and your item and they will process this for you.

You can also use the pre-paid Royal Mail returns label on the paperwork in your order. Ensure you obtain proof of postage from your post office and retain it until we have received your item and actioned the refund. If your product requires a collection, for example large or heavy items above 15kg, please contact us. If you need another copy of the returns note please click here.

Please note that a refund can take up to 14 days to be processed back onto your card by your bank.

Why haven't I received my Boots Advantage Card?

You should receive your Boots Advantage Card within three weeks of us processing your application. If you have not received your card within this time frame please contact our Advantage Card team on 0345 124 4545. 

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.

How do I change my address on my Boots Advantage Card online?

To amend your address details online please click here. For added security you will then be asked to enter the last three digits of your Boots Advantage Card number.

How long will my delivery take?

Order and Collect

Collect from store is available from over 2300 Boots stores nationwide. If your order is placed before 8pm, it will be ready for collection after 12pm the next day (some exclusions apply. Available Monday to Sunday)

The next day Order & Collect service is available in thousands of Boots stores, including Sundays in selected stores. Simply order online and choose your most convenient store from which to collect your purchase.

Some stores do not yet support Order and Collect. These will be detailed in the checkout process for your order.


Standard

Usually delivered within 4 working days 8am - 9pm. Free when you spend £45 or more.*

*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

You can select a named weekday up to 14 days in advance for your order to be delivered. Usually delivered between 8am and 9pm.


Next day

Available on orders placed before 7pm. Orders placed after 7pm Monday to Friday or anytime Saturday/Sunday 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 and 9pm.


Saturday

Usually delivered between 7am and 1pm.


BFPO

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

Orders containing bulky/heavy items are not available for free delivery and are usually delivered within 5 working days.


Super heavy items (over 50kg)

Orders contains 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. 

How do I complain about a member of staff in store?

You can speak to the Store Manager directly about the problem. Use our store locator to find the contact details of the store.

If your complaint is about the Store Manager, please contact us using the number below.

Ask a different question

Call us

To help us deal with your query, please call the most relevant number below. We aim to resolve the majority of queries on the first call, however, for more serious enquiries this may take longer.

For details on store opening times, telephone numbers and locations, use our store locator.

Store & pharmacy enquiries

This helpline is for:

  • In-store stock enquiries
  • Store enquiries
  • Pharmacy services
  • In-store services
  • Feedback about your experiences in-store or with a particular product
Call 0345 070 8090

Boots.com enquiries

All enquiries to do with boots.com, including:

  • Orders & deliveries
  • Boots Advantage Card points earned on orders
  • Online stock enquiries
Call 0345 609 0055

Boots Opticians

For enquiries relating to booking a Boots Opticians appointment or amending an existing one.  

Call 0345 125 3752 

If you are a member of the Contact Lens Reward Scheme and have a question about your membership.

Call 0345 603 2020

Boots Advantage Card enquiries

Enquiries relating to Boots Advantage Card and loyalty schemes; it does not include queries regarding Boots Advantage Card points earned on a boots.com order.

Call 0345 124 4545

Online pharmacy services

Enquiries relating to our online pharmacy services, including:

  • Online clinics
  • Repeat prescription service
  • One-off prescription service
Call 0345 301 4219

Boots Customer Care opening hours

Standard opening hours


Monday to Friday: 8:30am - 7pm
Saturday and Sunday: 8:45am - 5pm
Bank holidays: 9am - 4pm
Christmas Day and Easter Sunday: Closed


Please note all calls will be recorded or monitored for quality and training purposes.

Local rates apply from BT landlines in the UK, other provider's charges may vary. Please check with your provider for details.

Email us

Send us an email by completing our online form. We aim to respond to all emails within two working days, but this may take longer during busy periods.

Alternatively, you can email us at one of the addresses below. To enable us to comply with the Data Protection Act 1998, it would help if you included sufficient information in your email to enable us to confirm your identity, such as your current address, date of birth, order number etc.

For general queries: boots.customercare_team@boots.co.uk

For Boots Opticians queries: boots.customercare@boots.co.uk

For Contact Lens Reward Scheme queries: contactlenses@boots-opticians.co.uk

We hope to quickly resolve all customer complaints and our Customer Care team are here to help. If you've made a complaint about an online purchase and are not happy with our proposed resolution, you can raise a complaint with the EU's Online Dispute Resolution website.