Boots Online Clinics – Frequently Asked Questions (FAQs)

What are Boots Online Clinics?

Boots Online Clinics can give you access to prescription medicine for certain conditions like acne and hair loss, if appropriate, without the need for a trip to see your GP. 

How do Boots Online Clinics work?

To use our clinics you’ll need to:

  • Register online with boots.com, or sign into your account if you already have one
  • Answer a few questions to help us work out whether the medicine is suitable for you
  • Choose whether you’d like your medicine to be delivered to your home, or whether you’d like to collect it from a post office near you or a Boots pharmacy
  • Provide your payment details at the end of the consultation as these are private services and charges apply
Do I have to be home to receive my order when it is delivered?

Someone aged 18 or over needs to be in to sign for and receive packages. If you’re not in when your package is delivered, a card will be put through your door with details of where you can collect it. You can also collect your medicines from a Boots pharmacy or have it delivered to your work, or a post office near you, if that’s more convenient. 

How much does delivery cost?

There’s a home delivery charge of £3.50 for orders below £45. Orders which cost £45 or more are delivered free of charge.

You can choose to collect your order at a post office near you for £3.50 or free if your order comes to £45 or more. Alternatively, you can collect your order from a selected number of our stores free of charge.

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

We'll let you know by email when your medicines are ready for you to collect from your selected store. If you’ve asked for your medicines to be delivered to you, we’ll let you know when your package has been despatched.  The typical times it takes for delivery are as follows:


Collect in store

Order placedOrder ready for collection from your selected store
Monday to Friday before 8pmTwo working days later, after midday
Saturday and SundayTuesday after midday


Postal delivery

Order placedOrder despatched
Monday to Friday before 8pmNext working day
Saturday and SundayMonday


Your medicine will be sent via Royal Mail 1st class recorded delivery, so will usually be delivered within one working day of despatch. Unfortunately, Royal Mail can’t guarantee delivery on a specific date. Packages ordered over bank holidays may take longer to arrive.

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

If you chose to collect your order from a pharmacy, you’ll need to contact them to let them know that you no longer want the order and they’ll cancel it for you. You’ll get a refund via your original payment method. 

If you asked for the medicine to be delivered to you, or a post office near you, and you've already received your despatch notice, unfortunately we won't be able to refund your order.

Why am I getting a message saying I've already purchased the maximum quantity allowed?

There’s a limit on how much of a medicine you’re allowed to purchase through our clinics over a particular period of time. The quantity allowed should be sufficient for the time period. If this quantity isn’t adequate for you, please speak to your GP for further advice.

Why can’t I find a collection store near me?

We’re currently offering this service in over 200 Boots pharmacies with the intention of rolling it out to more. If you don’t find a Boots pharmacy that’s convenient for you, you may be able to collect your order from a post office near you instead.

Will I be contacted about my order?

An Independent Medical Agency clinician 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, they’ll contact you by phone or email.

What is the Independent Medical Agency?

The Independent Medical Agency (IMA) was created to manage prescribing medicine via our online clinics. 

The IMA is registered with the Care Quality Commission (CQC) in England and with the Regulation and Quality Improvement Authority (RQIA) in Northern Ireland to provide services via our online clinics. Dr Graham Marshall (General Medical Council 2583099) is the Medical Director for the Independent Medical Agency.

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

A member of our in-store pharmacy team will be happy to help you with your medicines and provide advice. If you need a private consultation with a pharmacist, they’ll be happy to arrange it. 

When do I pay for my order?

We’ll only take payment once we know the service offered by the clinic is suitable for you and we have either issued the medicine for you at one of our pharmacies or despatched it to you or your chosen post office.

Which Boots Pharmacy is dealing with my Online Clinic order?

When you use any of our online clinic services, and choose to have your medicine posted to you (rather than collecting it in a store), then your order is being looked after by:


Boots Online Pharmacy,

Houghton Le Springs,

13 Westbourne Terrace,

Shiney Row,

Houghton Le Spring

DH4 4QT


You can check the registration of all Boots online pharmacies on the website of the General Pharmaceutical Council (GPhC).

What if I have any further questions?

If you have any questions not answered here or in the Boots online clinics patient guide, please contact us on 0345 301 4219. 

How do I make a complaint?

If you have a complaint regarding an online clinic, please contact us in the first instance on 0345 301 4219.


The IMA Registered Manager

Boots UK Limited

D90 East FO8

1 Thane Rd

Nottingham

NG2 3AA

Email: IMA@boots.co.uk

If you have any more questions, please see our full list of pharmacy FAQs.