There is no answer. I had the same issue with them - basic over the counter items like yours cancelled by the pharmacist more than once. The number they give you to ring to ask about this doesn't answer, and I had a long and vigourous phone and email exchange with "Customer Service", the final advice from which was incredibly to ring the non-answering number or speak to customer service! At that point I gave up and determined never ever to order from Boots again - plenty of reliable online pharmacies around.