Buying Safely Online

Checking that a seller is real

The UK's National Cyber Security Centre warns that criminals run fake websites that look identical to legitimate online stores and are designed to trick people into paying. Before ordering from a seller you have not used, search for the company name with words such as complaint or scam, a step the US Federal Trade Commission recommends. Look for a registered company name, a physical address and contact details that actually work, and be wary of prices far below other sellers for the same specification. Reviews hosted only on the seller's own site prove little. If a site appeared recently, spells a brand name oddly or pushes you with countdown timers, close the tab.

Paying in ways that protect you

The FTC says paying by credit card best protects you if a purchase turns out to be a scam or something else goes wrong. It also warns never to buy from sellers who insist on payment by gift card, wire transfer, payment app or cryptocurrency. In the UK, the NCSC notes that credit cards protect online purchases under the Consumer Credit Act, while debit cards offer less protection, and it advises reading the terms of digital wallets and payment services to see what cover they give. Ask how the charge will appear on your statement before you pay, and keep the order confirmation, the seller's details and every message, as the FTC suggests.

Sharing less data at checkout

An order for an intimate product creates a record linking your name, address and payment details to the purchase. Give only what the order needs, and consider a separate email address for adult purchases if that helps keep things private. The NCSC advises protecting shopping, banking and payment accounts with strong passwords you do not use anywhere else, turning on 2-step verification and not letting your browser remember payment details. Read the privacy notice before creating an account, and check whether order updates or marketing emails will show what you bought in the subject line. Guest checkout, where offered, avoids leaving a stored account behind once delivery is complete.

Returns, faults and fraud reports

Read the returns policy before ordering. In the EU, Directive 2011/83/EU gives consumers a right to withdraw from distance purchases, but it lets sellers exclude sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery. Leave inner packaging sealed until you have checked the outer box and paperwork. A fault is a different matter from a change of mind, so report defects promptly with photos and keep them on file. If you suspect fraud, the NCSC advises telling your bank and reporting it as a crime to Report Fraud in the UK, while the FTC takes reports in the United States at ReportFraud.ftc.gov.

Sources and further reading

• Online Shopping — US Federal Trade Commission (Consumer Advice).
  FTC advice on checking sellers, paying by credit card, avoiding risky payment methods and reporting problems.
• How to shop and pay safely online — National Cyber Security Centre (UK).
  UK cyber-security guidance on fake shops, safer payment methods, account security and reporting fraud.
• Directive 2011/83/EU on consumer rights — European Union (EUR-Lex).
  EU consumer rights law for distance sales, including the withdrawal right and its exception for unsealed hygiene goods.

Common questions

Is it safe to buy intimate tech from an overseas seller?

It can be, though sorting out problems across borders is slower. Pay with a method that offers purchase protection, keep every message, and get the full delivered price, including shipping and any duties, confirmed in writing before you pay.

How can I tell if online reviews are fake?

Be cautious of many short, similar reviews posted close together, reviews that appear only on the seller's own site, and ratings that clash with complaints elsewhere. Independent forums and consumer complaint records usually give a fuller picture than star ratings alone.