Receiving a delivery

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Receiving a delivery

Answers

  • 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 into your account by clicking 'My Account' at the top of the page and enter your email address & 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 different days so please remember to track each one separately. For more information on what the tracking events mean click here.

    If you are using a mobile device, it doesn?t have the full range of features of our main site and you will not be able to track your delivery. You will need to 'Visit full site' link at the bottom of the page.

    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.

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  • What do tracking events mean on Boots.com?

    The status below will appear if you chose a delivery address:

    Status Description
    'We have received your order' Your order has been placed. We are now unable to amend or cancel it.
    'Under pharmacist review' Your order contains a pharmacy medicine and is currently being reviewed by a Boots pharmacist. We can't sell these medicines without the approval of a pharmacist.
    'Cancelled by pharmacist' Your order has been cancelled following pharmacist review. When this status is shown you should have been contacted by a Boots pharmacist to explain why your order has been cancelled.
    'Your order is being processed' Your order is being processed in our warehouse.
    'Cancelled by Boots.com' Your order has been cancelled as there's no stock available or has failed our internal checks. You'll receive an email advising you of this.
    'Your order has been dispatched' Your parcel has left our warehouse and is with the carrier for delivery.
    'Your order has been partially dispatched' This means part of your order has been cancelled by us. The rest of your order will be with our carrier. You will only be charged for the dispatched items.

    Order & Collect status

    The status below will appear if you chose to collect your order from a store:

    Status Description
    'Received by store' Your order has arrived at your selected store. You have 14 days to collect it.
    'Collected by customer' Your order has been collected from the store.

    Tracking your order with the carrier

    Status Description
    'Your order is out for delivery' Your parcel is with the carrier and delivery will be attempted today.
    'Your order has been delivered' You should have received your parcel. Note: Your order maybe delivered in more than one parcel.
    'Your order has been delivered (secure location)' The carrier company will have left your parcel in a secure location, such as in a shed, garage or with neighbours. They should advise you of the location on the card they leave.
    'You have been carded (Parcel not left)' You will see this if nobody was available at your address or a neighbour's address, or if the carriers were unable to leave the parcel in a secure location. You should call the number on the card and quote your parcel ID to re-arrange delivery.
    'Damaged' Your parcel has been damaged in transit. A member of our Customer Care team may have tried to contact you. If you have not received contact from us please contact to our Customer Care team. Please see the 'Contact us' section of the site for details.
    'Missort' Your parcel has been loaded onto the wrong van. The carrier will be aware of this and try to deliver to you as quickly as they can.
    'Inadequate address' The carriers have been unsuccessful in finding your address. We may call you to ask for additional information to pass to the carrier. Alternatively, you can contact our Customer Care team. Please see the 'Contact us' section of the site for more details.
    'Refused' When attempting delivery the parcel was refused. The carriers will return the parcel to our warehouse and you will be refunded when it arrives.

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  • Why have I received a number of text messages?

    We send text messages to update you about your order. The texts we send are to advise you or one of the reasons below:

    • Your order is ready to collect from your selected store.
    • We've attempted to deliver your home delivery order.
    • Your home delivery order has been delivered.

    If your home delivery order has been split into more than 1 box, you will receive a text message for each box.

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  • Why haven't I received all of my order?

    There are a number of reasons why you may not have received all of your order. Before contacting us please check;
    • The confirmation e-mail to see if all items were ordered
    • The despatch email to see if items have been cancelled. Occasionally when we pack an order some of the items may not be available. We don't want to delay the rest of your order so we cancel the out of stock item and despatch the rest. We'll send you an email to update you. The paperwork for your order will show everything included and we only charge you for the items we send but you will earn all of the Boots Advantage points we promised
    • The order paperwork included in your parcel as your order may be despatched in more than one parcel and arrive at different times (orders containing items despatched direct from the supplier for example)
    • Remove all packaging to confirm the item isn't hidden. Some orders may contain a cardboard wedge or brown paper filler that products may be underneath.

    If you have checked all of the above and the item is missing, please contact our Customer Care team.

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  • How do I collect from a local store?

    We do not offer a reservation service. You will need to complete your order online and select to collect from a store. To do this follow the simple steps below:

    • Add an item to your shopping basket as normal (the majority of items are available for Order & Collect, those that aren't are highlighted in your shopping basket)
    • At the checkout select 'Option 1' - collect in a Boots store'
    • Enter your town name to search for a convenient store to collect from or choose from your favourite saved stores
    • Enter your details and complete the secure online payment
    • Print the confirmation page or make a note of your order number
    • We'll send you an email confirming this order
    • We'll email you when your order is despatched and also when it's ready to collect
    • If you entered your mobile number we'll send you a text message letting you know when your order is ready to pick up
    • Bring your order confirmation page to the store you chose to collect your parcel from. If you don't have your order confirmation please bring your order number and a suitable form of photo ID

    Your order will be held at your chosen store for 14 days before it is returned for a refund, if you can't collect the order yourself you will be responsable for the person who is collectiong the parcel having your order emails or your 'ready to collect' text when they collect your order.

    To find stores, directions and opening hours, please visit our store locator.

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  • What do I do if my order hasn't arrived into store?

    We recommend that you wait until you have received your email or text message (if you entered a mobile number when checking out) before you go into store to collect your order.

    If your promised delivery date has passed and you have not received this email or text message then please visit your store who can locate the parcel for you.

    So the store can help with your order you will need to provide the order number. You can find this on the emails sent to you or log into your Boots.com account, go into you order history.

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  • Is my order ready to collect from store?

    We will send you an email when your order is ready to collect from your selected store. If you provided a mobile number, we will also send you a text message.

    If you would like a friend or relative to collect your order we advise you to contact the store where the parcel has been delivered and advise that someone will be collecting it for you. We would also advise that the person collecting your parcel has the order number and a form of ID, this can be a driving licence, passport or other photographic ID.

    We'll hold your order in store for 14 days, after this time we will return it to our warehouse to be refunded. If you would like the store to hold your order for longer, you will need to contact the store directly.

    If the expected date has past and you haven't received a text or email, you will need to contact the store to see if it has arrived.

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  • Which stores are available to collect my order the next day?

    Unfortunately, we do not offer a click and collect service on Boots.com. This is because we have a far greater product range online compared to our stores.

    We do offer an order today collect tomorrow delivery option where you can either place an order online at Boots.com or place your order instore and pay with Boots gift cards/vouchers or Love2Shop cards/vouchers before 2pm and collect your parcel after 2pm the following day, below conditions apply.

    To place an order using our order today, collect tomorrow service you will need to firstly search for a order today collect tomorrow store, to do this follow these instructions

    • Click on this link for the store locator
    • Enter your postcode
    • Click on expand to open a list of search criteria
    • Enter a tick into the box next to Order today, Collect tomorrow
    • Click search

    This will show you a list of all stores, nearest first, that offer the order today collect tomorrow service. Once you have located the specific store you can then place your order using either your postcode or your chosen stores postcode.

    Order today and collect tomorrow is available in all stores Monday to Saturday (excluding Scottish Highlands and Islands, Jersey, Guernsey, Northern Ireland, Republic of Ireland, airports, and health centre stores). Next day collect from store is not available on medicines; these items are shown with the green pharmacy cross symbol.

    If you wish to receive free delivery for your collect from store next day order you will need to spend a minimum of £20.We do ask that you take in some form of ID when you collect your order, this can be your order number, order confirmation email, a drivers licence or passport. If you require a friend or reletive to collect your parcel we advise that you enter their name on the delivery address details and advise them they will need to take one of the above forms of ID.

    Your order will be held at your chosen store for 14 days before it is returned for a refund.

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  • Will I need to sign for my parcel?

    On the delivery options page in checkout it you will see if a signature is required. If nobody is available to sign for the parcel, they will return it to the depot and leave you a card. You should call the number on the card and quote your parcel number to rearrange delivery. (See 'what do I do if I get a card' section above.)

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  • What do I do if I get a card?

    You need to call the number on the card and quote your parcel number to re-arrange delivery. If your parcel has been left with neighbours or in a safe location then this will be indicated on the card.

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  • Where is my order?

    If your order has not arrived when expected

    • Check your order confirmation email for the expected delivery date
    • Your order may be despatched in more than one parcel and arrive at different times
    • We will send you another email when we despatch your order. This shows the delivery date and the parcel details so that you can track your order using our carrier's website (please see our tracking information for further details)
    • If you can't access your email you can see these details in the 'My orders' area of 'My Account' section of our website
    • If you miss the carrier's attempt at delivery, don't worry, you can rearrange delivery for another day by calling the number shown on the card
    • If your order is being delivered to store you'll receive an email when it is available for collection. You'll also receive a text if you provided us with a mobile number
    • If you still can't find your order please contact our Customer Care team, see the 'Contact us' section of the site for more details

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  • Who will deliver my order?

    All home delivery orders from Boots.com will be delivered by our preferred carrier. You can track your parcel through the link provided in the 'My account'.

    We cannot specify which carrier will deliver your parcel.

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  • What do I do if my order is late and I don't get a card?

    If you have not received your order on or before the expected delivery date stated on your dispatch email you will need to track the parcel online. This can be done by clicking on the parcel ID in your dispatch email or your order history. This will open our carriers website that will display your delivery information and the status of your parcel.

    If you have any issues regarding your delivery that you cannot resolve on the carriers website then you will need to contact our Customer Care team.

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  • Do you deliver to airports?

    We currently offer the collect from store service to all our airport stores.

    There are exclusions on what you can order to an airport store,please visit the airports website to find these exclusions.

    To place an order for delivery to an airport store, enter the airport name into the town field on the collect from store section of checkout.

    We do not offer the order today,collect tomorrow service in airport stores. The delivery time is 5 working days.

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  • Can I choose a different delivery address to my billing address?

    Yes, you can choose a separate delivery address to your billing address each time you place an order. You can enter the address into your address book before you shop or you can enter the new address into the delivery address section when placing your order.

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  • What will happen to my order if adverse weather is effecting my area?

    We will attempt to deliver your order to you on or before the expected delivery date given to you, but due to the adverse weather conditions this may cause delays with your delivery.

    If you would like the latest updates on your delivery please check your tracking status using the tracking number provided on your despatch email.

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