I’ve bought several items from Osprey, with most being brilliant! Unfortunately one product was faulty so the team sent us a new one - which was dealt with positively and quickly. The same thing... See more
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Review summary
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I got in touch with Osprey’s customer service, via email, about a small buckle that I had lost, from a recent birthday present, which was an Osprey satchel. They dealt very professionally and promptly... See more
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Very happy with service from Osprey London. Had an issue with purchasing one of their products and it was sorted promptly and efficiently. Thank you, Millie! Can certainly vouch for the quality of the... See more
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Ellen W from the Customee Service Team excelled in advising me how to track down a specific bag which I needed as a Christmas present and which showed as ou of stock by late November. She replied with... See more
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Company details
Written by the company
OSPREY LONDON is the British luxury leather company established by Graeme Ellisdon. Renowned for our vintage-inspired sumptuous leather bags and accessories for men and women, the OSPREY LONDON collection includes homewares and much more
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4.7
Excellent
433 reviews
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Replied to 100% of negative reviews
Typically replies within 24 hours
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Feel free to ask Osprey Customer Service anything!
I purchased a great "man-bag" to hold my man-clobber but the shoulder strap was a little narrow for my "build". I asked Osprey (Ellen) if it were possible to exchange just the strap for a slightly wider one (I know I'm a fussy old bloke) but Ellen immediately researched and found a suitable wider strap and sent it to me free of charge. Absolutely brilliant service!
July 14, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you for taking the time to share your experience. Your comments are greatly appreciated, and I'll be sure to pass on your lovely feedback. I hope your "man-bag" and new strap continue to serve you well! Team OL x
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Great customer services sorted the…
Great customer services sorted the problem with 1 phone call. Thank you
July 1, 2026
Unprompted review
Reply from OSPREY LONDON
Hello Lou,
Thank you for your feedback! We're delighted we could resolve your issue quickly and efficiently. We appreciate your review and are always here if you need us. Team OL x
Great Customer Service- Ashford
Visited the OL store at the Ashford Retail Outlet. The manager [Sarah] was absolutely brilliant. Amazing customer service. Helped me look at different options - made suggestions - and all in an easy, light-hearted way. Wish all shopping [which I hate] was like this. Thank you.
July 4, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your wonderful feedback. We're delighted to hear that Sarah made your visit to the OL store at Ashford Retail Outlet such a positive experience. We will be sure to pass your kind words on to Sarah and the team. Thank you again for taking the time to share your experience, and we look forward to welcoming you back soon. Team OL x
I am very grateful to Allen Webley from…
I am very grateful to Allen Webley from Osprey for going out of her way to getting me the bag I really wanted. Honestly she is a STAR
July 1, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your lovely feedback! We're so pleased Ellen was able to help you get the bag you really wanted. She'll be thrilled to hear your kind words! We'll make sure your message gets passed on to her. Thanks again for taking the time to share this – enjoy your new bag! Team OL x
I had to call customer care and I spoke…
I had to call customer care and I spoke to a really lovely girl called Ellen she was amazing so professional and she sorted out my problem straight away. Outstanding customer service thank you so much Ellen.😎
June 29, 2026
Unprompted review
Reply from OSPREY LONDON
We're delighted to hear that Ellen was able to help resolve your issue quickly and efficiently. We'll be sure to pass on your kind words to her — it's wonderful to hear that her professionalism, friendly approach, and dedication made such a positive impression. Team OL x
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Wonderful quick attention to a return
Wonderful quick attention to a return. If only other companies could be even half as good
June 25, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind words. We're delighted to hear that you were pleased with the speed of the return process. Team OL x
Reply from OSPREY LONDON
Thank you for taking the time to leave us such lovely feedback.
We're delighted to hear that Ellen was able to provide kind and accommodating service during your experience with us. Team OL x
Duplicate Card Payment
Had an issue re duplicate card payment taken. Got in touch with Osprey Customer Services who promptly and efficiently looked into and resolved the matter. Excellent customer service provided.
June 23, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you for taking the time to share your feedback.
We're delighted to hear that Melanie was able to resolve the duplicate payment issue promptly and efficiently. Team OL x
Excellent customer service experience
I recently had to contact Osprey customer services about a problem with a new bag purchased six weeks prior. I must be honest I wasn’t expecting the response I received from them.
I emailed them over the weekend and sent a picture of the problem and resignedly expected to wait a fair while for response. On the following Tuesday I was contacted by Osprey customer service offering me a choice of two
Solutions - a full refund or a replacement bag. I opted for the replacement bag and very quickly I was emailed instructions on returning the bag free of charge and told that the replacement bag would be sent out to me once the faulty bag was confirmed as on its way back to them. Yesterday I returned the faulty and later the same day received confirmation that a new bag was on its way to me.
Excellent customer service by Osprey and their employee Ellen. I am already a dedicated lover of Osprey
Products, this experience has just proved how customer focused they actually are.
June 23, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share your experience with us.
We are delighted to hear that we were able to resolve the issue with your bag quickly and efficiently, and that Ellen was able to provide the level of service we strive to deliver to all our customers! Team OL x
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I ordered a belt and they sent me an…
I ordered a belt and they sent me an empty box. When I reported it they said there was nothing they could do. Basically suggesting I’m lying about the empty box (which I’m not). I understand people do lie but how do you prove you didn’t receive something? It’s very frustrating. Do not order from this company unless you are prepared to lose money.
June 23, 2026
Unprompted review
Reply from OSPREY LONDON
Hello Lee,
We are very sorry to hear about your experience and appreciate how frustrating this situation must be.
As a family-run business, we take every customer concern seriously and thoroughly investigated your report. We carried out checks throughout our packing and dispatch process and, based on the information available to us, found no evidence that the item was omitted from the parcel before it left our premises.
We would never suggest that a customer is being dishonest, and we understand how difficult it can be to prove that an item was not received. However, after completing our internal investigation, we were unable to identify any issue during dispatch.
We would welcome the opportunity to speak with you directly about your experience and review the matter further.
Please contact our customer service team with your order details so that we can discuss this with you and ensure you have received the replacement. Team OL
Excellent service as always from…
Excellent service as always from Osprey, customer service goes above and beyond and my items always arrive in pristine condition, great prices for amazing quality. Thank you.
June 19, 2026
Unprompted review
Reply from OSPREY LONDON
Hello Karen,
Thank you for your wonderful review and for your continued support of Osprey London.
We're delighted to hear that you've consistently had a positive experience with both our products and customer service. Our team works hard to provide exceptional service and ensure every order arrives in perfect condition, so it's especially rewarding to know this has been reflected in your experience. Team OL x
Great customer service from Osprey
Great customer service from Osprey. They responded quickly to my complaint of a broken bag, and sent me a returns label straight away. They committed to giving me a complete refund credit note.
June 16, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you for your kind feedback. We’re really pleased to hear that Millie was able to respond quickly and resolve the issue for you. We appreciate you taking the time to share your experience! Team OL x
Great Service
Ordered a bag which I liked but it had a canvas strap. I telephoned and Millie was really helpful in sourcing a leather one for me. Not many retailers that would have gone to that extent to be helpful. Many thanks.
June 12, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share your experience. We’re delighted to hear that you love the bag and that Millie was able to help source a leather strap for you. We’ll be sure to pass on your kind words to her. Providing that extra level of service is very important to us, so your feedback really means a lot. Many thanks again for your support. Team OL x
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Excellent customer service
Excellent customer service - issue was quickly and painlessly resolved
June 16, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind feedback. We’re really pleased to hear your issue was resolved quickly and painlessly by Ellen! Team OL x
Fantastic company and service
I have brought a number of different bags from this company and have always been impressed with the quality and their reliability as a company. This time I desperately wanted an item sold out on their website but their marvellous customer service tracked down the item in store and arranged my purchase.
I couldn’t be more pleased and grateful for their attention and efforts. I will certainly use them again.
June 16, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share such a lovely review. We’re delighted to hear that you’ve consistently been impressed with the quality of our bags and our reliability as a company. It’s especially wonderful to know that Millie was able to track down the item you were hoping for and arrange your purchase. Your kind words truly mean a lot to us, and we’re very grateful for your continued support. We look forward to welcoming you back again soon. Team OL x
Excellent service
Dispatched but unfortunately left in garden by delivery service and was taken but reported to osprey customer service and they were excellent Could not fault their service
June 4, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you for your feedback. We’re so sorry to hear your parcel was taken after being left in the garden by the delivery service, but we’re really pleased that Melanie was able to help and provide a positive experience. Your kind comments mean a lot and will be passed on to the team. Team OL x
Gunwharf Quays- Bryany was brilliant
Having stepped into the Gunwharf Quays store to view the mini Madison that was already on route to me (as I suspected it would be too small) not only was I pleasantly surprised at the colour and quality of the bag - I was extremely impressed with the greeting and friendly welcome from Bryany who gave me a first class service.
At most I expected to buy a charm or a card holder, however l left with an incredible Jenson hold-all that I shall be sharing with my husband as the quality and finish of the bag is superb. I was not in the market for such a bag, but couldn’t leave without it especially as Bryany had helped me choose the best bag in the store. I can honestly say she is a credit to the company and I hope she is rewarded for her passion.
Well done Bryany!! Keep up the good work x
June 6, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share such a wonderful review. We’re absolutely delighted to hear about your experience in our Gunwharf Quays store and that the mini Madison pleasantly surprised you — even more so that you found the perfect hold-all!
We will pass your kind words over to Bryany who will be thrilled to read your comments. We look forward to welcoming you back! Team OL x
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Excellent customer service from Ellen…
Excellent customer service from Ellen replacing my bag! Thank you!
May 29, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind words! We’re delighted to hear Ellen provided excellent customer service and was able to help replace your bag quickly. We’ll be sure to pass along your feedback to her! Team OL x
Ellen was a great help
Ellen was a great help! Sorted my issue out very promptly and professionally:)
May 21, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you for your kind feedback. We are glad that Ellen was able to assist and resolve the issue promptly and professionally for you. Team OL x
I purchased the Toby Weekender bag
I purchased the Toby Weekender bag - an utterly gorgeous item, really stunning bag, and now a much loved item. Unfortunately I ran into an issue with the strap; but I got in touch with Millie and she sorted it all out for me. Very happy customer. Thank you
May 20, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share such a lovely review. We’re delighted to hear how much you love your Toby Weekender bag — it really means a lot to us that it’s become such a cherished item. While we’re sorry to hear you had an issue with the strap, we’re so pleased Millie was able to get everything sorted for you. Thank you again for your support. Team OL x
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