Contact Us

We’re here to help, so please find the most relevant way to get in touch below

Your delivery

Received some items but not others? Don't worry! We're sending out individual items as soon as we can so you can get them quicker. All of your order will still arrive on or before your expected delivery date.

  • Bag Icon Order placed
  • Product Icon 1/5 products delivered
  • Muliple Products Icon 3/5 products delivered
  • Product Icon 5/5 products delivered
  • Delivery Van Icon Expected delivery date

Frequently asked questions

What if I can’t wait until the weekend for my delivery?

Whilst we are extremely busy, please contact our customer care team on 0345 070 8090 or use our virtual assistant. We will do our very best to help you.

Next day delivery is available on orders placed before 10pm.

How do I track my delivery?

You can track each parcel separately using the virtual assistant available on the website displayed in the bottom right hand side of this web page.

Ask the virtual assistant 'where is my order?' and enter your order number to receive your updated order information.

You can find your order number on your despatch email, or by logging into your account. Log in to your account by clicking 'log in/register' at the top of the page and enter your email address and password. Click 'Order history' and select the order number you wish to track.

Please note that you can see 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 on different days so please remember to track each one separately.


Collect from store parcels:

If you have provided a mobile number with your order you will receive a text when they are available for collection.

How do I return a product bought from boots.com?

You can take your product in to a Boots store for a refund. Simply take your returns paperwork and your item and they will process this for you.

You can also use the pre-paid Royal Mail returns label on the paperwork in your order. Ensure you obtain proof of postage from your post office and retain it until we have received your item and actioned the refund. If your product requires a collection, for example large or heavy items above 15kg, please contact us. If you need another copy of the returns note please click here.

Please note that a refund can take up to 14 days to be processed back onto your card by your bank.

Can I amend or cancel my order?

Any cancellations or amendments cannot be made between placing your order and receiving your parcel; this includes address changes and adding or removing products.

If you wish to receive a refund, please use the returns process on your documentation.

Unless faulty; medicines, food or cosmetics products which have been opened cannot be refunded or exchanged.

 

What do I do if I have an item missing from my order?

If you have an item missing from your order, we advise you to do the following:

- Check underneath any packaging in the box.

- Check your email and order history to confirm the item has been ordered and sent. If your order has been partially despatched your email and order history will inform you of this.

- Check that all the parcels in your order have been delivered. Some parcels may be delivered separately.

You can track each parcel separately using the virtual assistant available on the website displayed in the bottom right hand side of this web page. Ask the virtual assistant 'where is my order?'. You can then enter your order number to receive your updated order information.

If none of the above apply we would advise you to contact our Customer Care team using the link on the contact us page below.

How do I change my address on my Boots Advantage Card online?

To amend your address details online please click here. For added security you will then be asked to enter the last three digits of your Boots Advantage Card number.

How do I replace my Boots Advantage Card?

In order to replace your Boots Advantage Card you’ll need to log in to your boots.com account and head to 'Manage my Advantage Card'. Once you have selected the reason for replacing your card an instant digital Advantage Card will be created and added to your account.

If you want to replace with a plastic card then simply pick one up when you're next in store and link this to your Boots account.

If you do not have a Boots account please contact the customer care team.

You can access these options via the Boots app too, just be sure to remove your existing card before adding your new card number.

How long will my delivery take?

Click and Collect

Place an order online, in store, over the phone or with the Boots app and pick it up at one of our selected stores. Your nearest available store will be shown at checkout and you'll be sent a text when your order is ready for collection.


Standard

Usually delivered within 4 working days 8am - 9pm. Free when you spend £25 or more.*

*Free delivery on orders over £25 in a single transaction excluding gift boxing, infant formula, other shops and Boots services (insurance and opticians). Orders containing bulky/heavy items or super heavy items are not available for free delivery. Please see details below.

**Pre-orders will be delivered within 4 working days after stock arrives in our warehouse.

Named day

You can select a named weekday up to 14 days in advance for your order to be delivered. Usually delivered between 8am and 9pm.

Next day

Available in selected stores. The earliest delivery date for these orders will be shown at the checkout. Next day delivery is not available on medicines, these are shown with the green pharmacy cross symbol. Usually delivered between 8am and 9pm.

Saturday

Available on orders placed before 4pm. Usually delivered between 7am and 1pm.

BFPO

Orders must not contain aerosol products or bulky/heavy items. The charge for BFPO delivery includes the cost of delivering your parcel to the BFPO sorting office and the charge applied for delivery to your chosen address


Heavy/Bulky items

Orders containing bulky/heavy items are not available for free delivery and are usually delivered within 5 working days.

Super heavy items (over 50kg)

Orders contains super heavy items are not available for free delivery. Normally these items will be delivered to you within 5 working days. For some items you may be contacted by the supplier to arrange a convenient delivery date and time.

You can track each parcel separately using the virtual assistant available on the website displayed in the bottom right hand side of this web page.
Ask the virtual assistant 'where is my order?' and then enter your order number to receive your updated order information.

How do I complain about a member of staff in store?

You can speak to the Store Manager directly about the problem. Use our store locator to find the contact details of the store.

If your complaint is about the Store Manager, please contact us using the number below.

Ask a different question

Call us

We're currently receiving a high volume of calls and are working hard to bring down wait times on our phone lines. We apologise for the delay and ask that you only contact us for urgent enquiries.

To help us deal with your query, please call the most relevant number below. We aim to resolve the majority of queries on the first call, however, for more serious enquiries this may take longer.

For details on store opening times, telephone numbers and locations, use our store locator.

Store & pharmacy enquiries

This helpline is for:

- Store enquiries 

- Opening hours and services available including Covid-19 testing
- Pharmacy services

- Feedback about your experiences in-store or with a particular product 

Call 0345 070 8090

Boots.com enquiries

All enquiries to do with boots.com, including:

- Boots.com account enquiries
- Orders & deliveries
- Boots Advantage Card points earned on orders
- Online stock enquiries


Call 0345 609 0055

Boots Photo enquiries

This helpline is for any queries regarding our Boots Photo service

Call 01926 463 605

Boots Opticians

For enquiries relating to booking a Boots Opticians appointment or amending an existing one - Call 0345 125 3752 


If you are a member of the Contact Lens Rewards Scheme and have a question about your membership - Call 0345 603 2020

Boots Hearingcare

For enquiries relating to booking a Boots Hearingcare appointment or amending an existing one - Call 0345 270 0999​​​​​

Boots Advantage Card enquiries

Enquiries relating to Boots Advantage Card and loyalty schemes; it does not include queries regarding Boots Advantage Card points earned on a boots.com order.

Call 0345 124 4545

Online pharmacy services

Enquiries relating to our online pharmacy services, including:


- Repeat prescription service
- Online clinics
- One-off prescription service


Call 0345 121 9040

Boots Customer Care opening hours

Standard opening hours

Monday to Friday: 8:30am - 7pm
Saturday and Sunday: 8:45am - 5pm
Bank holidays: 9am - 4pm
Christmas Day and Easter Sunday: Closed


Please note all calls will be recorded or monitored for quality and training purposes.

Local rates apply from BT landlines in the UK, other provider's charges may vary. Please check with your provider for details.

Alternatively, you can email using the addresses below. Please note that if your e-mail requires Boots to access your records, such as queries about a prescription or a Boots.com account or order, it would help if you included sufficient information in your email to enable us to confirm your identity. This could include your full name, current address, order number etc.

For queries: [email protected]

For Boots Opticians queries: [email protected]

For Contact Lens Reward Scheme queries: [email protected]​​​​​​​