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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Reviews shaping this summary
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
Company replied
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,... See more
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Mini panic when a Christmas present for my wife was ordered with plenty of time but didn’t turn up. Spoke to Millie on Dec 23rd who confirmed Royal Mail had lost it, and sent out another by DPD next d... 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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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Fantastic customer service once again…
Fantastic customer service once again from the team at Osprey ... Ellen has been so helpful, speedy and professional in sorting out a problem I have had. Can't recommend her and the rest of the team enough, thank you for your help.
April 2, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to leave such a kind review. We’re delighted to hear about your positive experience, and we're especially pleased that we were able to help resolve the issue for you quickly and effectively. Your recommendation truly means a lot to the whole Osprey team. Thanks again for your support. Team OL x
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I shopped today in Osprey outlet in…
I shopped today in Osprey outlet in Gloucester and I was very impressed with the service I received from Hussein. Super experience. So helpful and fun. Wish more retail outlets had Hussein’ s in them. Thank you Hussein and good luck in everything thing you do. Karen
April 1, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share your wonderful feedback. We’re absolutely delighted to hear about your positive experience at our Osprey Outlet in Gloucester.
Hussein will be thrilled to know that his helpfulness, enthusiasm and great sense of fun made such a strong impression on your visit.
Your kind words mean a great deal to us, and we’ll be sure to pass your message on to Hussein. Thank you again for shopping with us, and we hope to welcome you back very soon. Team OL x
Awful experience
I ordered a bag and paid extra for it to be delivered on time. I received an email confirming my delivery would arrive on said day. I also received an email from royal mail to say the same, including a time slot. 3 days later and the bag still hasn't arrived.
The lady I spoke to on the phone actually said its no longer their problem as royal mail have the package. Only when I stated I am Ospreys customer and not royal mails did she email them for an update. Promising to get back to me when she knew more.
I still haven't heard from anyone. I have emailed and they literally don't care. I asked for them to escalated my complaint and the reply was, who would you like me to escalate it to!! Apparently they don't have a complaints department and they just don't care.
They refunded the delivery costs even though I did not request this. All I've asked for is the bag arrives but they have now stopped communicating with me.
If the bag does not arrive today I will raise a dispute with my bank but I will definitely not be shopping with Osprey again.
They don't care about their customer.
March 26, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you for taking the time to leave your review. We understand how frustrating this must have been, especially after paying for a express delivery.
To clarify, once an order has been dispatched, it is handled by Royal Mail and unfortunately we don’t have direct control over the delivery process. That said, if our communication left you feeling unsupported we apologise.
We can see that Royal Mail attempted delivery and that your parcel has been available for collection from your local delivery office since Friday. We appreciate this may not have been convenient, which is why we refunded your delivery cost as a gesture of goodwill when the service didn’t meet expectations.
We do care about all of our customers and take feedback like this seriously so we can improve both our communication and support.
If you still need any assistance in retrieving your parcel or would like us to follow up further with Royal Mail on your behalf, please don’t hesitate to get back in touch.
Fabulous customer service from Ellen
Fabulous customer service from Ellen. I had an issue with the strap on my bag which I didn’t really think I could get a resolution for, however because of Ellen’s efforts she was able to source a suitable replacement meaning many more years of use from my bag. Not only a great service but by sourcing a replacement part Osprey show they are an environmentally conscious company.
March 26, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you for your kind words. We are thrilled that Ellen was able to find a suitable strap replacement for your bag so you can use it for years to come! It’s great to know our team made a pleasant and impressive impact.
We truly appreciate you taking the time to share your experience. If there’s anything more we can assist you with, we’re always happy to help! Team OL x
Excellent customer service
Excellent customer service. Problem dealt with promptly and staff were very pleasant. Really impressive.
March 13, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you for your wonderful feedback! We’re thrilled to hear that you received excellent customer service and that your issue was handled promptly. It’s great to know our team made a pleasant and impressive impact.
We truly appreciate you taking the time to share your experience. If there’s anything more we can assist you with, we’re always happy to help! Team OL x
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Hello
Hello,
I recently had an experience with dealing with Osprey Customer care services. I am very pleased with the service and with the Customer care agent that handled my queiry.It was quick, polite and very efficient!! Thank you!
March 12, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for sharing your experience! We’re delighted to hear that your interaction with Osprey Customer Service was quick, polite, and efficient. It’s wonderful to know our team member handled your enquiry so well. Your feedback truly means a lot—thank you for taking the time to let us know!
If there’s anything else we can help you with, we’re always here for you. Team OL x
Outstanding customer service and gorgeous, high quality product
The team at Osprey customer service and the Gloucester store went above and beyond to get me an item that was sold out online. The scarf is so gorgeous, brilliant quality and excellent money for value AND it was on sale and I am utterly delighted. Thank you so much for the outstanding customer service. Really appreciate it that you went out of normal processes to get this item to me.
March 9, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your lovely feedback! We’re delighted to hear that our customer service team and the Gloucester store were able to help you secure the scarf you had your eye on. It’s wonderful to know you love the quality and value, and we’re really glad the extra efforts made a difference for you.
Your appreciation means a lot to us. If you ever need anything else, we’re always here to help! Team OL x
Customer service as good as their products.
Fantastic customer service from Millie, quick response, kept me informed and ultimately resolved my query. Osprey products are excellent quality and their aftercare matches the high quality. Will be adding to my collection of bags, which are great for work and every day use, being made of high quality leather. Thank you Millie and Osprey.
February 23, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your wonderful feedback! We’re delighted to hear that Millie was able to support you so quickly and keep you informed throughout. It’s great to know your query was resolved and that you’re enjoying the quality of your Osprey products. We really appreciate your loyalty and are thrilled that our bags are serving you well for both work and everyday use. I’ll be sure to pass your kind words on to Millie and the team. Thank you again for taking the time to share your experience! Team OL x
High quality goods and great customer service.
I have multiple bags from this company and they are all beautiful. Very high quality goods and lovely leather. We had an issue with the zip on one bag and they sent us a new bag immediately (before we returned the damaged bag). No questions. Fantastic customer service therefore as well.
February 23, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your wonderful feedback! We're delighted to hear that you love your bags and that the quality has consistently met your expectations. We're also really glad we could resolve the issue with your zip quickly and easily — making things right for our customers is always our priority. Your kind words mean a lot to us! If you ever need anything else, we're always here to help. Team OL x
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Great customer aftercare
I purchased a satchel from Osprey over a year ago and was very satisfied with the product and service. Unfortunately I lost one of the detachable buckles so I thought I would ask if they had any spares which I thought might be a bit of a stretch. The very next day I received an email from Ellen that she would try and trace the item required. This she did and three days later I was informed the buckle had been shipped. Great customer after care and service.
February 19, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share your experience. I'm really glad to hear you were pleased with your satchel and that we were able to help with the replacement buckle. We always aim to provide friendly and efficient aftercare, so it’s wonderful to know the solution reached you quickly. If you ever need anything else, please don’t hesitate to get in touch. Team OL x
It was very much appreciated
It was very much appreciated, I received an almost immediate reply to my email this morning regarding delivery date which was dealt with in a positive way. Thank you to Millie. I look forward to receiving my purchase very soon.
February 17, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your lovely feedback. I’m really pleased to hear that you received a prompt and helpful response regarding your delivery date. I’ll be sure to pass your thanks on to Millie – she’ll be delighted to know she made a positive difference.
We appreciate your patience and hope you enjoy your purchase when it arrives. Team OL x
Excellent Customer Service
I gifted my son-in-law a laptop bag for Christmas but unfortunately an over zealous security chap managed to rip off a zip tab. Upon contacting Customer Services the response received from Millie in sourcing a replacement tab was swift and excellent. I have absolutely no hesitation in recommending Osprey products and after-sales service . Thank you Osprey!
January 26, 2026
Unprompted review
Reply from OSPREY LONDON
Hello Judi, Thank you so much for taking the time to share your experience with us. We’re really sorry to hear about the mishap with the zip tab, but delighted that Millie was able to assist you quickly and get everything sorted. Your kind words mean a lot to the team, and we’re thrilled that you’re happy with both your Osprey product and the after‑sales support.
We truly appreciate your recommendation — thank you for choosing Osprey! If you or your son‑in‑law ever need anything else, we’re always here to help. Team OL x
Great support from Customer Service
When I realised the postcode was incorrect on my order, I contacted Customer Service and Ellen arranged for the bag to be intercepted by Royal Mail and returned to Osprey where the the address was amended. She was very helpful and kept me informed of progress, for which I am grateful. The parcel has arrived and the Margot is a great addition to my Osprey collection.
January 10, 2026
Unprompted review
Reply from OSPREY LONDON
Hello. Love reading this, thanks so much for taking the time to share your experience!
We’re really glad Ellen could get everything sorted quickly and keep you in the loop along the way. Postal mix-ups are never fun, so it’s great to hear the Margot made it safely to you in the end 🙌
Even better that it’s found a happy home in your Osprey London collection — excellent choice, by the way. Enjoy your new bag, and we hope it joins you on lots of great adventures! Team OL x
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Great backpack, great customer service
Bought a fabulous leather backpack for work in the January sales. Lovely colour and great quality, with lots of internal pockets and straps that don't slip! After I'd made my purchase, I spotted that there was an extra sale code online. Called Customer Service to see if I could still use it, and Melanie was incredibly efficient and helpful. A very positive experience all round!
January 20, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your lovely review! We're delighted to hear that your new leather backpack is exactly what you were hoping for. It’s great to know the colour, quality, and practical details like the pockets and non‑slip straps are working perfectly for you.
I’m especially pleased that Melanie was able to help you with the additional sale code after your purchase. We always want to make sure you get the best possible experience, and your feedback means a lot. Team OL x
A very satisfied customer
I ordered two things from Osprey in the same parcel but only 1 item was there.
I contacted Osprey and they were super efficient, dealt with my query immediately and arranged for the missing item to be sent asap!!
I am very pleased with their speedy response and will definitely continue purchasing items from them in the future !!
From a Very Happy Customer
January 27, 2026
Unprompted review
Reply from OSPREY LONDON
Hello there,
Thank you so much for taking the time to leave such a lovely review! We’re sorry there was an item missing from your original parcel, but we’re really glad our team was able to sort it out quickly for you.
Providing fast and helpful support is something we care a lot about, so it’s fantastic to hear you were pleased with how everything was handled. I’ll be sure to pass your kind words on to the customer service team!
Thanks again for your support, and we look forward to helping you with your future Osprey London purchases. Team OL x
Osprey London The Way To Go!
Dealing with online customer services has been a delight! I rang to get a returns label as I didn't like the colour of the bag my husband had kindly purchased for my birthday present. After speaking with the lovely Melanie my request turned into an exchange and I'm now awaiting the arrival of my super duper new backpack. I love the quality of my 'stable' of Osprey bags for every occasion and can highly recommend the quality, colours and value for money. Don't hesitate buy! buy! buy!
January 26, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you for sharing your feedback, we are so glad that you had such a positive experience with Melanie and that she was able to assist you. I hope you love your new bag, when it arrives and we are thrilled to hear about your collection of Osprey London bags! Team OL x
Excellent service
Excellent service. Prompt response and friendly approach. Millie was quickly able to resolve a difficulty I had encountered in applying a discount at the time of purchase.
January 26, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind feedback! I'm really glad to hear you had a positive experience and that Millie was able to quickly help resolve the discount issue. We truly appreciate you taking the time to share your experience. Team OL x
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Excellent Customer Service…
The Customer Service was excellent and very helpful. How wonderful to speak to a person. What a brilliant service.
January 23, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind words! We’re delighted to hear that you had such a positive experience and that speaking to a real person made a difference. Providing excellent and helpful service is what we strive for every day, so your feedback means a lot to us. If there’s anything else we can assist you with, please don’t hesitate to contact us! Team OL x
Unfortunately had to return a Christmas Present…
Unfortunately had to return a Christmas present that I had bought for my sons wife. She wanted a smaller purse so she ordered one direct with Osprey herself. Ellen at Customer Services was excellent and she was super swift and helpful in making the original gift return an easy process. I wish more company's were like this! So thank you and I would definitely recommend Osprey both for their beautiful leather products and their presentation and for their customer service in 2026.
January 8, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for sharing your experience! We’re delighted to hear that Ellen was able to make your return process smooth and stress-free. At Osprey, we take pride in both the quality of our leather products and the level of service we provide, so it’s wonderful to know that this came through for you.
We truly appreciate your recommendation and look forward to serving you again in the future. If there’s anything else we can help with, please don’t hesitate to contact us! Team OLx
Great service
Straps on bag failed almost 12 months after buying, replaced immediately. Can't fault service at all, they were really responsive.
January 7, 2026
Unprompted review
Reply from OSPREY LONDON
We’re sorry to hear the bag straps failed after almost a year, but we’re really pleased our team were able to replace it for you straight away. It’s great to know you found the service responsive and helpful.
If there’s anything more we can assist with in the future, we’re always here to help! Team OL x
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