Boots free online NHS repeat prescription service support

Watch this short video for a quick introduction to the service and read our frequently asked questions for more information on the service. If you have any further questions visit your local pharmacy or email us.

Frequently Asked Questions

Ordering repeat NHS prescriptions online from Boots

Who can use the Boots Free Online NHS Repeat Prescription Service?

The service is suitable for people who already have a repeat NHS prescription from their GP*. This is usually for long-term or chronic conditions like diabetes, eczema or asthma. You can use the service to order medicines and other repeat prescription items for yourself, or on behalf of someone else with their consent. To place an order, you must be aged 16 or over**.

We are currently only able to offer the delivery service to patients registered with a GP in England but you can still use this service and collect in store if in Scotland, Northern Ireland or Wales. Delivery isn't available if your surgery does not support electronic ordering of prescriptions. 

*Participating surgeries only

**Prescriptions containing controlled drugs or items which need to be refrigerated can’t be delivered to a home address and must be collected in store instead. For more information on controlled drugs visit www.nhs.uk/common-health-questions/medicines/what-is-a-controlled-medicine-drug/

Why am I unable to access the online service?

Getting our customers the medicine they need remains our top priority at this unprecedented time. If you aren't able to access this service then we've reached the maximum capacity of orders we can take. We’re working hard to get through them and we’ll soon be able to accept new orders, so please try again later on this morning, or tomorrow morning.

I want to sign up to the Boots free online NHS repeat prescription service. Do I need to send you a prescription as part of the order process?

No, if you have signed up with your GP for online services, your prescription request will be sent direct to your GP when you complete your order.  Your GP will then send us your prescription.

If you haven't signed up with your GP for online services, we'll contact your GP to get your prescription.

How long will it take to receive my order?

Please allow yourself plenty of time to order your prescription and only order what you need.

Please allow up to 7 working days for your order to be ready. This is to ensure we have enough time to send the request to you GP and receive it back, dispense it and post this out to you. We’ll email you when your medicine has been despatched. If you’re collecting your medicine from store, we’ll text you when it’s ready to collect, if you choose to give us your mobile phone number.

Where do I collect my order in store?

When your order is ready to collect from store we’ll notify you by email or text (if signed up to our text message service) , if you choose to give us your mobile phone number. Collect your order from our pharmacy counter. 

How much does this cost?

If you live in England and pay for your NHS prescription, you’ll pay the standard cost of each prescription item in England, currently £9.35. 

If you live in Scotland, Wales or Northern Ireland, and collect your medicine from a Scottish, Welsh or Northern Irish store, you won’t have to pay for your prescription. The deliver to home service is only available for patients registered with a GP in England. 

Delivery of NHS prescriptions is free.

What happens if I am not home when my delivery arrives?

If you choose letterbox delivery, your package will be posted through your letterbox. If for any reason your package won’t fit through your letterbox or if you choose signed for delivery and you’re not in when the delivery is made, a card will be put through your door with details of where to collect your package from. Remember if a signature is required it will need to be signed by someone aged 18 or over.

What can I do about getting my medicines if I’m going away?

We’ll do our best to try and get your medicines for you early. 

If you normally get your medicine delivered to your home please call 0345 121 9040. If you normally pick up your prescriptions from a Boots pharmacy, please either pop in to let them know, or call them using the contact details on our store locator.

I'm worried that I might miss my review with my GP, or that they won't know what is happening with my medicines.

If you have signed up with your GP for online services, when you next select to request medication the most up to date repeat medication information from your GP record will be shown.  If you can't see the item you are looking for, this could mean that you are due for a review and you will need to contact your GP surgery.

If you haven't signed up with your GP for online services, don’t worry, your GP will tell us when you need to go in for a review we’ll let you know.

What do I do if I receive an order cancellation email?

Unfortunately there are some circumstances when we need to cancel your order and send you an email. This could be for one of the following reasons:
 
• Your doctor hasn’t approved your request
• You’re not registered with the doctor’s surgery you have selected
• The item you have requested isn’t in stock
• Your doctor needs to speak to you or see you to review your medicine needs

For each of these situations, please contact your GP to ask them for clarification. 
  
We may also cancel your order and inform you by email if you requested delivery of a controlled drug or refrigerated item. Unfortunately these can only be collected from store. You'll need to log back in, reorder your items and select a convenient store for collection.

What if my prescription changes?

If you have signed up with your GP for online services, when you next select to request medication the most up to date repeat medication information from your GP record will be shown.

If you haven't signed up with your GP for online services, you can log into your boots.com account online and change the details under the Repeat Medication Profile section.

When will I receive my reminder to re-order?

You’ll receive an email reminder approximately 10 days before you’re due to run out of your medication. This is so that we have long enough to get the prescription from your GP and dispense it for you.

I already have an account on Boots.com - why do I need to register again to order my NHS repeat prescription?

As this is a new application, all customers will need to register the first time they use it.

If you are currently registered on Boots.com or have previously used the replaced Boots free online NHS repeat prescription service we still require you to re-register on the new application. 

We encourage you to use the same email address when you sign up as we'll merge the accounts at a later date to provide a more seamless experience.

Why does the new online repeat prescription service look different to the rest of Boots.com?

We're currently updating our branding to make it easier for Boots to meet your health, wellness and beauty needs. 

The Boots free online NHS repeat prescription service has launched in our new brand style but is still a Boots service.

Why can't I see my old orders?

The Boots free online NHS repeat prescription service replaces our previous online prescription service and therefore you won't be able to see orders made on the previous service. 

Once you start ordering on our new service, you'll be able to see a log of items ordered on there.

Can I order controlled drugs or medication that needs to be stored in a fridge?

Yes you can order controlled drugs and medication that needs to be stored in a fridge. Currently, this service is only available when collecting from a pharmacy. 


Which Boots Pharmacy is dealing with my Online Prescription order?

If the 'collect from a Boots Pharmacy' option is selected for your NHS repeat prescription order, the nominated Boots Pharmacy will be the pharmacy processing your prescription. The phone number of this pharmacy can be located in the order confirmation email.

If you placed an order for NHS repeat prescriptions and selected the option for home delivery, your order will be processed by:

Boots Online Prescription Service - 30-36 Gallowtree Gate, Leicester, Leicestershire, LE1 1DD

GPhC: 1034053

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

If you would like to check who the responsible pharmacist was at the time your medication was dispensed or speak to a pharmacist from the Boots Online Prescription Service team, please call 0345 121 9040.

Opening hours are -

Mon-Sun 9.00AM-5.30PM

The Pharmacy Superintendent (Marc Donovan) for Boots UK Limited is responsible for the pharmacy service provided through boots.com.

For further information, please see our full list of pharmacy FAQs.

For information on our GP Online Services, please see our list of GP Online Services FAQs.