There have been instances where customers receive an email or SMS text message disguised as a request from a courier advising they have an outstanding balance or are required to make a payment relating to a 'shipping fee', and failure to pay will result in their parcel being returned.

Incontinence Choice and our courier partners will NEVER ask you to pay additional charges after you have placed an order with us.

These types of messages are referred to as phishing, scam, vishing or smishing messages and are designed by cybercriminals to 'fish' for personal data by sending you emails and text messages that are made to look like they're from a legitimate business.

To reassure you, Incontinence Choice and our courier partners take the security of your data incredibly seriously by using a variety of tools such as 128-bit encryption on our servers and databases and secure data transfer protocols to ensure your data is safe at all times.

Phishing messages are opportunist and rely on people's good nature and good timing to gather the information they need. If you receive a phishing call or message, these can be reported to Ofcom to help protect yourself, and others, in the future. Further information on how to report a phishing call or message can be found below.

Phishing and scam messages will often be unusual in some way or unexpected (for example, referring to a parcel delivery you weren't expecting). If you're ever unsure as to whether the message is genuine, please get in touch and we'll be more than happy to help and advise.

	Poor language Look out for poorly written sentences with spelling and grammatical errors. Messages and emails will often contain errors or poor formatting that looks out of place.
	Lack of a personal greeting They may use 'Dear Customer' or 'Dear [your email address]' instead of using the name you use on your account (although criminals are getting better personalising messages).
	Suspicious links or buttons They may include links or buttons in emails that urge you to click on them. Links will often look like a random selection of letters and numbers, and won't look like a legitimate business link.
	An unusual or vague email address The email address will often be different from the usual email address you received from that company, even just using a slight misspelling or different formatting.