Returns & exchanges
FREQUENTLY ASKED QUESTIONS
You can return any unwanted items free of charge within 35* days for a refund or replacement. We are only able to offer a replacement if the item is in stock. We are unable to exchange items.
We are offering an extended returns policy on Christmas gifts purchased online from 1st October 2022 up until the 31st January 2023. Unwanted items need to be returned in their original condition and unused. Normal exclusions apply.
If you change your mind about an unused item you’ve bought in the last 35 days, simply return it in its packaging. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged. If the item was faulty or damaged when delivered or collected from store, an exchange or refund will be offered.
Electrical and photographic equipment will only be accepted if complete with all leads, accessories and software. Any software must have its original seal intact.
Unless faulty, medicines, food, personalised gifts or cosmetic products which have been opened cannot be refunded or exchanged.
Any Boots Advantage Card points collected against a refunded item will be removed in accordance with the Advantage Card terms and conditions.
This does not affect your statutory rights.
*35 days for items despatched directly from the supplier, items delivered direct from a supplier cannot be returned to Boots. Please see following FAQs for information on how to return these items.
There are two ways you can return an item purchased from boots.com.
1. Return to your local store
Take the item(s) and order number, located on your confirmation email, to your local store. A store colleague will request to see your email so remember to bring it with you. We’ll refund the amount back to the original payment method in line with our refund policy and you will receive a refund email confirming your return.
2. Return free by post
Download and complete the returns form, include this form in a parcel with the item(s) you want to return. Create a returns label with Royal Mail and take the package to the post office. Ask for proof of postage and keep the receipt safe. We will send a refund email once we have processed the return. Sorry, we cannot accept any returns that have been collected directly by Royal Mail.
If you purchased your item in store, you can return the product to any store in the UK. Simply take the item and your receipt and you’ll be offered a refund or replacement.
In store orders can only be returned in store.
Remember to bring your till receipt to the store alongside the item(s) you want to return. We will process the return and offer a refund in line with our returns policy.
If you're not happy with your items, you can return your items within 35 days for a refund. For items that are delivered from suppliers, returns must be made back to the supplier and not to Boots. Once the supplier has received the items, they will contact Boots to issue a refund within 14 days.
Details of the supplier’s helpline will be on the despatch note. You have 35 days from the date you received your order to return any unwanted items.
If you are unable to find your despatch note, please use the relevant contact details below:
- AB Gee (Toys): returns@toyorders.co.uk
- Activity Superstore: customersupport@activitysuperstore.com / 0371 384 1800
- Allison Baby (Joie, Graco, Nuna): 0800 952 0061
- Ann Summers: support@annsummers.zendesk.com
- Bababing: 01535 606871
- Baby More: 02034755588
- Babymoov: 01823 772998
- Babystyle (Oyster): 01509 816444
- Bebelephant: boots@bebelephant.com
- Cartwright & Butler: 0303 300 1005
- Clair de Lune: 0161 491 9800
- Cosatto Ltd: 0871 977 3900
- Creative Conceptions (Lelo) - sales@creativeconceptions.co.uk /01636703454
- Cuddleco (Doona, Childhome, Mother & Baby): 0161 702 5062 / customerservice@cuddleco.co.uk
- Dorel UK (Maxi-Cosi): https://www.maxi-cosi.co.uk/c/contact-us
- East Coast: 01692 403461
- Baby Republic (Elf on the Shelf): 01908 803800 / consumer@babyrepublic.co.uk
- GO10 (Withings): bootssupport@go10.co.uk
- Greensheep (Snuz) - 0800 145 6536/direct@snuz.co.uk
- Hauck: 01978 664362
- Hippychick (Fraupow, Blinky, Vilac, Myhummy, Moby): 01278 434440/sales@hippychick.com
- Ickle Bubba: 01554 707022
- iFit (Proform): 0330 1231045
- JDM (Tonies): orders@jdmproducts.com
- John Adams: 01480 414361
- Magic Baby (Venicci) - info@venicci.co.uk/ 01302 953872
- MyBabiie: info@mybabiie.com
- Neo G Ltd: 01423 507309
- Nimans Home (Beurer) - 0844 4889100/ customerservice@beureruk.com
- NRS Mobility Aids: 0345 120 7778
- RKW (Smeg, Lavazza, Black & Decker, Tower, VQ): 0333 220 6071 / dd@rkwltd.com
- So Divine: Hello@so-divine.com / 0117 974 4111
- Tee Zed (Dream Baby): 0844 800 9445
- The Source Wholesale: support@thesourcewholesale.co.uk
- Tutti Bambini: 0208 368 5800
- Westborn (Kinder Valley): https://www.kinder-valley.com/help-contact-us.html
For returns from our partner sites, including Boots Kitchen Appliances, please see the individual shop’s return policy.
Details of our partner sites will be located on your confirmation email or receipt.
If you have returned an item via. post and are registered on boots.com updates will be visible in the relevant section of your ‘order history’ page. Your order status will be one of the following:
• Refund actioned – Your refund is complete. Please allow up to 14 days for credit to appear in your bank account. If we are out of stock for an item you requested a replacement for you will receive an email to confirm this
• Replacement actioned – You replacement order has been created and you’ll receive an email to confirm this. Once the item is despatched you will receive another email update
• Failed return – There has been an issue with the return. You would have received an email requesting you to contact our Customer Care team to process the return
If you purchased your item in store and returned your items to a store you will be unable to track the return. Retain your receipt and please allow up to 14 days for credit to appear in your bank account.
If you’ve requested a refund we’ll credit the account you used for the original order, please allow up to 14 days for the credit to appear in your account.
We’re unable to provide a cash refund if you purchased your item(s) using a Boots Advantage Card. Instead your card will be credited with the appropriate number of points. Please allow up to 14 days for the points to appear in your account.
If you haven’t booked your experience you can return it at the Activity Superstore using the paperwork in the original order.
If you’ve already booked your experience you will need to contact the booking line.
If you are unable to collect your parcel due to a cancelled flight - don't worry! Your Boots parcel will be returned to our warehouse if it is not collected within a 14 day period. Once the item is received back at our warehouse, the refund will be processed.
We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged. All returns are evaluated before being processed. Unless faulty, medicines, food, personalised gifts or cosmetics products which have been opened cannot be refunded or exchanged.
Electrical and photographic equipment will only be accepted if complete with all leads, accessories and software. Any software must have its original seal intact.
Any Boots Advantage Card points earned against items you return for a refund will be removed in accordance with the Boots Advantage Card terms & conditions.
This does not affect your statutory rights.
Click here to view our returns policy: https://www.boots.com/floating-editorial/customer-services/returns-exchange
