At Boots, we are committed to customer inclusion and we want the experience of shopping at Boots, whether in-store or online, to be as positive and straightforward for everyone as possible. Whilst we try to make the online and in-store experience of shopping with us as inclusive as possible, we know we won’t always get it right so, if you notice anything we could do to improve, please contact us.

Shopping on our website

Accessing online websites isn’t easy for everyone. For some customers, understanding and accessing content online can be more challenging than it needs to be. We are constantly working to deliver the best experience for every visitor and you can read more about how here.

Accessibility tool

Our new accessibility tool enables you to interact with our website in a way that works best for you. If you have a specific physical, visual, auditory, cognitive, or neurological requirement or you’d prefer to use our site in a language other than English, our accessibility tool should have a solution to help make your experience easier.

The tool has many accessibility features including the ability to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% without the text disappearing off the screen
  • navigate most of the website using just a keyboard
  • navigate most of the website using speech recognition software
  • listen to most of the website using a screen reader

It’s easy to use and compatible with mobiles and desktop devices. You can access the tool at the top of our website, from any page. Simply click on ‘Accessibility toolbar’ next to ‘help’ and the Recite options will be free to use. You can find out more about the accessibility tool in this user guide.

Shopping online support

We also have advisors on hand to help navigate and place an order over the telephone. Please contact our customer service team for help on 0345 609 0055 and choose option 5. Alternatively, you can place an order in store with a customer colleague.

Shopping in our stores

Whether it’s our inclusive customer service or the physical accessibility and experience of visiting one of our stores, we take a holistic approach to supporting customers and patients.

Store accessibility

Our Boots stores are a mixture of old and new properties and wherever possible our stores are accessible with step free, wheelchair friendly access as well as lifts where necessary. We’ve also given thought to the layout and signage in our stores to make the experience as positive for everyone as possible.

We understand you might want to know more about how accessible a particular store is in advance of your visit, as well as knowing more about the particular services available in that shop. You can do this by using our store finder and then using the instore services drop down menu underneath the map.

In-store colleagues

All of our UK stores recognise the Hidden Disabilities Sunflower Scheme. Our team members have been trained to help them understand more about some of the challenges our customers, patients and colleagues with hidden disabilities might be living with and how to meet their needs even better. If you’re wearing a Sunflower lanyard, our colleagues will understand that you have a hidden disability and that you may need a little extra help or time, so please ask for their support if you need it.

Many of our stores team members are trained Dementia Friends. People with dementia and their carers will find support and understanding at Boots, as we have at least one Dementia Friend in every store in the UK. Look out for Boots colleagues wearing Dementia Friends badges in store.

We also have team members who are trained to provide help and support to customers with cancer. Our Boots Macmillan Information Pharmacists are pharmacists who have had extra training, developed by Macmillan and Boots, to support people affected by cancer.

Their extra training helps them to understand the needs of people with cancer and provide information about medication as well as just being someone just to talk to. We also have Boots No7 Macmillan Beauty Advisors, in many of our stores, who understand the impact side effects of cancer treatment.