frequently asked questions
About the Boots Online Doctor Service
How can the Online Doctor Service help me?
We provide a convenient way to get a wide range of prescription treatments and home test kits. You don't have to see a healthcare professional in person, we just need to check treatment is appropriate for you.
You can pick up your medicines at your local Boots store or we can deliver them to your door. Pick up is the fastest option.
Our home test kits are simple to use and we provide everything you need to return your test kit to our partner laboratory.
Our clinical team is made up of doctors, pharmacist independent prescribers and nurse prescribers.
Who can use the Online Doctor Service?
Most of our services are available to anyone in the UK who’s 18 and over. Some of our services have upper age limits, and our acne treatment service is available to anyone aged 16 and over.
How do treatment services work?
Answer our health questions, choose between collecting your treatment at a Boots store or free delivery, and make payment online. One of our clinicians will review everything and ask you any follow-up questions.
If it’s not appropriate to give you the medicine you’ve requested, we’ll explain why and ask you if you want an alternative treatment or refund your payment.
How do testing services work?
We’ll send you a home test kit in the post. All of these test kits are laboratory tests. Our packaging is discreet and doesn’t say what’s inside.
We provide simple instructions so that you can collect your sample(s) and mail them back to our partner laboratory in the packaging we provide.
We’ll tell you your test results in your Boots Online Doctor patient account. We’re here to answer any questions you have about your test results.
Our partner laboratory is The Doctors Laboratory in London.
How much does the service cost?
Each of our services is priced differently. There are no hidden charges and if you select delivery, then delivery is free for almost all of our services.Where Royal Mail Special Delivery is required (for example, for medications that require temperature-controlled delivery) this service is chargeable.
How fast is the service?
We aim to review all orders within 24 hours. We’ll do our best to help you much faster than that. If you order a test kit we’ll dispatch it the same day or next working day.
Do I need to sign for delivery?
No. We use Royal Mail letterbox delivery and you don’t need to sign for a medicine delivery or for the delivery of a home test kit. The only exception is when the quantity of medicine is too big to fit through your letterbox. If that happens, we’ll need a signature. If you’re worried about letterbox delivery because of children or pets or any other reason, please choose pick up in store.
Which pharmacy is dealing with my order?
If you selected to 'pick up in store', the Boots Pharmacy you chose will be the pharmacy processing your prescription. The address of this pharmacy is in the order confirmation in your Boots Online Doctor patient account. The pharmacy will send you a text when your order is ready to pick up.
If you selected 'deliver to me', your order will be processed by: Boots Central Support Pharmacy - Boots, D80, Bay 71, D80 Warehouse, Harrimans Lane, Nottingham, Nottinghamshire, NG7 2SD GPhC: 1096181 You can check the registration of the Boots Central Support Pharmacy on the website of the General Pharmaceutical Council (GPhC).
If you would like to check who the responsible pharmacist was at the time your medicine was dispensed or speak to a pharmacist from the Boots Central Support Pharmacy, please call 0345 121 9040. Opening hours for this team are: Mon-Sun 9.00AM-5.30PM.
The Pharmacy Superintendent (Claire Nevinson) for Boots UK Limited is responsible for the pharmacy service provided through boots.com
If you ordered a test kit, this will be sent to you by Lemonaid Health Limited. Your test will be processed by our partner laboratory. Our partner laboratory is The Doctors Laboratory in London.
Creating an account
Why do I need to create an account?
By creating an account you can message us securely and we’re able to keep all your health information in one place.
It’s important you don’t share your account with anyone else and that you only create a single account. If you create a second account it’s likely to delay your care. If you’ve forgotten your password we provide a simple-to-use password reset process. If you’re still locked out of your account or can’t remember your details, you can always call us on 0800 031 8386.
Do you need me to prove who I am?
Sometimes, yes. Depending upon the service, our regulator the Care Quality Commission requires us to confirm your identity. We do this by asking you to take a selfie and a photo of a document that has your name on it.
It’s really important that you tell us your correct name, date of birth, and health details so that we know who you are and we can make the right healthcare decisions.
Can I create an account over the phone?
Sadly not. We need you to read all the information we provide online so you’re not able to create an account over the phone by calling us.
If you’re visually impaired you could consider asking someone to help you with this step.
How do I reset my password?
If you go to our Log in page you can reset your password so long as you have access to the email address you registered with. You can also call us for help on 0800 031 8386.