Using Our Pharmacy Services

Answers

• Introduction to Boots Online Pharmacy

  Do you find it a struggle to get your prescriptions from your local Boots? Or do you always seem to have a problem when it comes to finding your repeat prescription slip? Boots.com can resolve these problems by delivering your prescription items straight to your door. We'll also keep hold of your repeat prescriptions so that we can issue your goods to you whenever you are running low. What's more, the delivery of your prescription is normally free.

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• Non prescription medicines

  When you buy some medicines on our site, including most painkillers, you will see a message telling you that you can't order any more than the maximum quantity. This is a legal requirement.

  If you add a pharmacy medicine to your basket (identified with a green cross symbol) you will be asked to provide additional information in the form of a short questionnaire. This is so that our pharmacist can check that the medicine is appropriate. If there are no problems, your order will be approved and dispatched straight to your delivery address. A signature is required when the parcel is delivered. Occasionally our pharmacist may need to contact you to discuss your order. Generally this will be about the items you have added in to your basket, for example, it might be about the amount of paracetamol, aspirin etc you would like to order. If necessary your Boots Pharmacist will contact you by telephone or email.

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• Prescription quantities

  It is important that the quantity you enter when ordering pharmacy medicines from Boots.com matches the quantity on your prescription. If you are unsure what to enter please review the following guidance:

  • For tablets, enter the number of tablets on your prescription.
  • For liquids, enter millilitres (ml) e.g. if the item you require is 200ml, enter 200 as the quantity.
  • For creams, enter the number of grams (g) e.g. if the item is 10g, please enter 10.
  • For items measured by weight, enter the number of grams (g) e.g. if the item is 10g, please enter 10.
  • For multiples of a product, please enter the total quantity required (e.g. if you require 5 bottles of an item, which is 100ml, please enter 500 as your quantity).

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• Prescription delivery

  Online orders can be collected free of charge from selected stores. We will notify you when your medication is ready to collect. Alternatively, your medication can be delivered to your home or local post office. We will notify you when your medication has been dispatched. We offer free delivery on all prescription orders of £45 or more, with a charge of £2.95 for orders less than £45

  If your order is being delivered to your home or work address it must always be signed for by an adult. If no one is available to sign for your order, the courier will leave a card detailing how you can collect your order or have it redelivered. The delivery cannot be signed for or left with anyone under the age of 18, posted through the letterbox or left in a secure area.

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• Private prescriptions

  Private prescriptions can only be dispensed under UK law when we receive a prescription written by a doctor who is registered with the General Medical Council in the UK. We offer the facility to save a quotation for private prescriptions. Any prices quoted will be honoured for at least 14 days.

  Where a doctor indicates a repeat dispensing instruction on a private prescription, we are able to hold your prescription and dispense subsequent repeating quantities according to your instruction. If you wish to use this service please click here to register for our free Repeat Prescriptions Service.

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• NHS prescriptions

  NHS prescriptions can only be dispensed under UK law when we receive a prescription written by a doctor who is registered with the General Medical Council in the UK. These can include all kinds of items, from anti-biotics to inhalers for asthma. Depending which UK country you live in an NHS prescription will either be free or you may need to pay a charge for each item you receive

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• Prepay Prescription Certificates

  If you are not entitled to free prescriptions and have ongoing repeat prescriptions, a Pre-Payment Certificate (PPC) may save you money, especially if you have to pay for four or more prescription items in three months or more than 14 items in 12 months. For more information on the cost of a Pre-payment certificate see our information on Prescription Charges and Exemptions

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• Free Prescriptions

  Some patients are eligible for free prescriptions. To find out if you are elgible please see our information on Prescription Charges and Exemptions

  What you need to send to us:

  If we are dispensing a prescription for you in England and you are entitled to free prescriptions then you may be asked for proof of exemption. The table below details the codes that you will also find on the back of your prescription which explains what, if any, proof of exemption you will need to provide.

  Reason for Exemption Evidence Required

  • A. Under 16 years of age
    None, if age or DOB is printed on the front of the prescription
  • B. 16, 17 or 18 and in full-time education
    Letter from school or college or documents showing payment of child benefit or family tax credit
  • C. 60 years of age or over
    None, if age or DOB is printed on the front of the prescription
  • D. Has a maternity exemption certificate Photocopy of form FP92 or FP96
  • E. Has a medical exemption certificate Photocopy of form FP92 or FP96
  • F. Has a prescription prepayment certificate Photocopy of form FP92 or FP96
  • G. Has a War Pension exemption certificate Photocopy of War Pensions Agency Certificate
  • H. Is named on a current HC2 charges certificate Photocopy of HC2 Charges Certificate
  • I. Gets income support (IS) Photocopy of Income Support Order Book, Giro letter or tear-off portion
  • J. Gets Income-based Jobseeker's Allowance (JSA (IB)) No evidence available - Your entitlement will be checked later by the DoH
  • K. Is entitled to, or named on, a valid NHS Tax Credit Exemption Certificate Photocopy of Working Families' or Disabled Person's Tax Credit Exemption Certificate
  • L. Has a partner who gets Minimum Income Guarantee (MIG) Photocopy of partner's pension book, letter or bank statement showing payment from Department of Work and Pensions

  
  

  For further information please refer to the NHS website.

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• Which Boots Pharmacy is dealing with my prescription or medicines order?

  When you buy a Pharmacy medicine (identified with a green cross symbol next to it), or you send us an NHS or Private prescription to be dispensed, your order is being looked after by our Online Pharmacy in Walsall: Unit B, First Floor, 58 Park Street, Park Place, Walsall, West Midlands WS1 1NG.

  You can check the registration of this pharmacy on website of the General Pharmaceutical Council (GPhC) through this link: http://www.pharmacyregulation.org/. The GPhC registration number for the Online Pharmacy in Walsall is 1092488.

  If you have not received your order or it is incomplete please contact us as soon as possible on 01922 649709. Unfortunately, once prescription medicines have been dispatched, we cannot offer a refund.

  If you have a complaint about your prescription order then please contact the pharmacist dealing with your prescription. Their details will be included in our email, and with your delivery documents

  When you use our online Clinic Service, and choose to have your treatment posted to you (rather than collecting it in a store), then your order is being looked after by our Online Pharmacy in Houghton Le Spring, 13 Westbourne Terrace, Shiney Row, Houghton Le Spring, DH4 4QT

  You can check the registration of this pharmacy on website of the General Pharmaceutical Council (GPhC) through this link: http://www.pharmacyregulation.org/. The GPhC registration number for the Online Pharmacy in Houghton Le Spring is 1090973.

  If you feel we haven't delivered the quality of service you expected or you're not satisfied with your care, you may wish to complain. Please make any complaint to Boots Customer Care by telephone on 08450 708090

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• Problems with my prescription order

  If you have not received your order or it is incomplete please contact us as soon as possible on our local call rate number 0845 121 9040. Unfortunately, once prescription medicines have been despatched, we cannot offer a refund.

  If you have a complaint about your prescription order then please contact the pharmacist dealing with your prescription. Their details will be included in our email, and with your delivery documents.

  If this does not resolve your complaint, you should contact the Boots Pharmacy Superintendent's Office at Boots UK Limited, Pharmacy Superintendent's Office, D90 East, 1 Thane Road West, Nottingham, NG90 1BS. If your complaint is still unresolved, you may wish to contact your Health Authority (refer to your local telephone directory for their contact details).

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• Complaints procedure for Boots online pharmacy

  Our aim is to provide excellent service at all times. If we fail to reach these standards and you are unhappy with our prescription or pharmacy service in any way, you can speak to a member of our pharmacy team or the pharmacist in charge by calling 0845 121 9040.

  If your concerns are not fully addressed by this you may wish formalise your complaint in one of the following ways:

  • By telephoning Boots Customer Care on 0845 0708090
  • By writing with your complaint to: Boots Customer Care, P O Box 5300, Nottingham, NG90 1AA

  • By complaining by e-mail to customerservice@care.boots.com

  More information

  Registered address:Boots UK Limited, Nottingham, NG2 3AA.
  Tel: 0845 121 9040/01922 649709. Registered England 928555

  Boots' pharmacy address (for queries related to the Boots Repeat Prescription service, Pharmacy Medicines, NHS and Private Prescriptions):
  Unit B, First Floor, 58 Park Street, Park Place, Walsall, West Midlands WS1 1NG.

  Boots' pharmacy address (for queries related to the Online Clinic Service treatments sent direct to home addresses):
  13 Westbourne Terrace, Shiney Row, Houghton Le Spring, DH4 4QT.

  Boots' Pharmacy Superintendent Office:
  Stephen Banks, Superintendent Pharmacist (GPhC Registration 2031009), Boots UK Limited, D90 East, Thane Road, Nottingham NG90 1BS

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• Veterinary Prescriptions

  Please note that prices quoted on our website are for prescriptions for humans. Private prescriptions for animals are not exempt from VAT so we are unable to provide you with a price on-line.

  If you wish to obtain a price for a private prescription for an animal then please speak to our Pharmacy Direct team on 0845 1219040.

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• Contact us

  To email our pharmacist about your online prescription order, please send an email to pharmacist@pharmacy.boots.com.

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• Freedom of Information Act

  Click one of the links below for information on the Publication Scheme for Boots UK Limited, which describes the NHS services we provide, as required under section 23 of the Freedom of Information Act.

  Publication Scheme for Boots UK Limited (England & Wales)

  Publication Scheme for Boots UK Limited (Scotland)

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• Reporting adverse events ("side effects")

  If you have any unwanted side effects after using a Boots branded medicine, you should first seek advice from your doctor, pharmacist or other healthcare professional. However, it's also important you let us know about your experience. You can call our Customer Care team on 0845 070 8090, write to us or e-mail us (details provided at the bottom of this page)

  
  

  For non-Boots branded medicine, the Yellow Card Scheme allows you to report suspected side effects from any type of medicine (which includes vaccines, herbals and over the counter medicines) that you are taking. It is run by the medicines safety watchdog called the Medicines and Healthcare products Regulatory Agency (MHRA). Please report any suspected side effect on the Yellow Card Scheme website.

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