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
Company replied
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
Asks customers to review
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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Great customer service
Great product and fantastic level of service from Ellen, would 100% recommend.
September 24, 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for the kind words! We're thrilled to hear you’re happy with the product and the service you received from Ellen. We'll be sure to pass along your feedback—she’ll be delighted! We really appreciate the recommendation. Team OL x
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Disappointing Quality & Customer Service
I purchased a crossbody bag for my partner in July 2024 for £125 reduced from £195! I had never purchase from Osprey and won’t be again!!!
The bag was very lightly used as an airport bag so probably only about 10 times in the last 14 months and even then only for about 14/15 hours for each trip and when the handle came away from the bag only 14 months later after approximately a weeks use over that time as it was outside of the years warranty they could not help! I would expect a leather bag that cost that much to last at least a year with daily use!!!
Very disappointed in the lack of “Customer Service” so I will take my custom back to Michael Kors and Marc Jacobs! Their bags might cost a bit more but they last for years with daily use!!!
September 22, 2025
Unprompted review
Reply from OSPREY LONDON
Hi Richard, thank you for taking the time to share your feedback, we're really sorry to hear about your experience with the crossbody bag.
We completely understand your disappointment, especially when you expect a quality leather product to last much longer, even with occasional use. This certainly isn’t the experience we want our customers to have.
Although the item is outside of the warranty period, we'd still really like the opportunity to look into this further for you. Please do get in touch with our Customer Service team directly we’d be more than happy to see how we can help make this right for you.
Telephone: +44 20 3696 2323
Email: customerservice@ospreylondon.com
Excellent product, some proactiveness needed
I had an issue with my belt soon after purchasing and they located one and shipped it to me (after my suggestion hence why it’s one star less than 5). But I’ve become a lover of their products so don’t let my experience put you off owning some fine leather goods as overall online shopping and deliver is easy and the leather is top quality.
August 1, 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your honest feedback! We're glad to hear that you're enjoying the quality of our leather goods and that you're now a fan of our products. We truly appreciate your patience and understanding regarding the issue with your belt, and we're always working to improve our service. Your experience helps us grow, and we're grateful for your support! Team OL x
First Class
Very prompt reply from Osprey Customer Services. I had a query about a product and they got back to me in a matter of minutes which was brilliant. Thankyou.
September 16, 2025
Unprompted review
Reply from OSPREY LONDON
Hello Gillian, thank you for leaving us a review. We look forward to speaking again soon. Team OL x
Osprey have been quick professional and problem solvers
Osprey have been amazing when there was an issue with the delivery company. Melanie was spectacular and the issue resolved and problem managed by this company until the product was delivered. Thanks again
September 16, 2025
Unprompted review
Reply from OSPREY LONDON
Hello Patrick, We are glade we've been able to help get this rectified for you. Thank you for taking the time to leave us a review. Team OL
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Excellent customer service
Excellent customer service
Extremely impressed
September 15, 2025
Unprompted review
Reply from OSPREY LONDON
Hello Menna, thank you for taking the time to leave such a great review. Team OL x
Lost buckle
I lost a buckle for the satchel I bought from Osprey - they replaced it free of charge and sent me a spare. VG customer service
September 12, 2025
Unprompted review
Reply from OSPREY LONDON
Hello John, thank you for taking the time to leave us a review. Glad to hear our team were able to help resolve the issue and you're happy with the service. Team OL
I could not add my 10% discount
I could not add my 10% discount, so contacted Osprey.
Ellie responded and dealt with my issue in a very efficient manor, Thankyou.
September 8, 2025
Unprompted review
Reply from OSPREY LONDON
Thank you for your message. We're sorry to hear you had trouble applying your discount, but we're glad Ellie was able to assist you. We’re pleased to hear your issue was resolved efficiently, we’ll be sure to pass on your kind words to her. If there’s anything else we can help with, please don’t hesitate to get in touch. Team OL x
The efficient and excellent service of…
The efficient and excellent service of Ellen Webley in customer service.
I ordered a bag which was not quite the colour I imagined, so I returned it and ordered an alternative. Ellen in customer service kept me up to date at every stage and the alternative bag arrived the day after I returned the first one. Well done Ellen and Osprey Customer Service
September 6, 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind feedback!
We're delighted to hear that Ellen was able to assist you so efficiently and that your experience with our customer service met your expectations. We'll be sure to pass along your lovely comments to her — she’ll be thrilled to know her support made a difference.
We hope you’re happy with your new bag, and we look forward to assisting you again in the future. Team OL x
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First Class replacement strap for handbag
I received a replacement strap for my handbag in record time. The query was dealt with quickly and efficiently. The team member was friendly and genuinely wanted to help. The replacement was free of charge, as was the 24 hour delivery. The whole experience exceeded my expectations.
September 2, 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind feedback! We're thrilled to hear that you received your replacement strap so quickly and that our team was able to assist you efficiently. It’s great to know that the experience exceeded your expectations—that’s exactly what we aim for. We'll be sure to pass your kind words on to the team member who helped you. If you need anything else, we're always here to help! Team OL x
Fabulous Customer Service.
I purchased a beautiful bag from Osprey, delivery was prompt but I then had a price query. Upon emailing customer service they were brilliant and handled my problem promptly, efficiently and favourably. Will definitely purchase from this company again.
August 28, 2025
Unprompted review
Reply from OSPREY LONDON
Hi Marcia,
Thank you so much for your kind feedback!
We're delighted to hear that you’re happy with your new Osprey bag and that our customer service team was able to assist you promptly and efficiently. We always strive to provide the best possible experience for our customers, and it's wonderful to know we met your expectations. We truly appreciate your support and look forward to welcoming you back again soon!
Team OL
Amazing customer service…
I received amazing customer service from Chloe at your Springfield store today. She was extremely knowledgeable of Osprey’s products. Chloe was most helpful in assisting me in purchasing multiple presents.
She is an absolute credit to Osprey. I will be returning
August 28, 2025
Unprompted review
Reply from OSPREY LONDON
Hello Mrs Powley,
Thank you so much for your kind words and for taking the time to share your experience with us.
We're thrilled to hear that Chloe provided you with such outstanding service at our Springfield store. Her knowledge and dedication to helping customers truly make her a valued member of our team, and we're so pleased she could assist you in finding the perfect gifts.
We'll be sure to pass along your lovely feedback to Chloe and the store team—it will mean a lot to them.
We look forward to welcoming you back to Osprey again soon!
Customer Service Team
Customer service was fantastic they responded quickly and was able to support my request.
August 27, 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind words! We're thrilled to hear that our customer service team was able to assist you quickly and effectively. Your satisfaction is very important to us, and we’re always here if you need anything in the future. Team OL
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Swift resolution of gift voucher issue
I had a problem with redeeming a gift voucher online. Ellie was very helpful in resolving my issue. Bag now purchased and I’m looking forward to receiving it.
August 26, 2025
Unprompted review
Reply from OSPREY LONDON
Thank you for your lovely feedback! We're sorry to hear you had trouble redeeming your gift voucher, but we're so pleased that Ellie was able to assist you. We'll be sure to pass on your kind words to her. We're glad everything is sorted now, and we hope you absolutely love your new bag when it arrives! Team OL
Beautiful weekend bag
Beautiful weekend bag, very well made and very stylish. I was lucky enough to buy this for a great price in the sale. The leather work is excellent quality. Delivery was quick, well packaged.
August 21, 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind words! We're thrilled to hear that you’re happy with your weekend bag and that it arrived quickly and in great condition. It’s wonderful to know you were able to grab it at a great price during the sale! We take great pride in the quality of our leather work, so your feedback truly means a lot. Enjoy your stylish new bag — we hope it serves you well on many adventures!
Team OL
Quick and helpful response from Ellie…
Quick and helpful response from Ellie at Osprey re the return of an item, specifically the generation of a returns label, which because of my island location, and no DPD collection point, had not happened in an automated way.
August 14, 2025
Unprompted review
Reply from OSPREY LONDON
Hello Helen. Thank you for your kind feedback! We're really pleased to hear that Ellie was able to assist you quickly and effectively with your return. We understand that island locations can present unique challenges, so we're glad we could help get everything sorted smoothly for you. Team OL
Lovely bags
Customer service is second to none I emailed them with a question on the product I purchased and the next day they replied with the answer to my query, they are very professional and also friendly.. thank you
August 12, 2025
Unprompted review
Reply from OSPREY LONDON
Hello Lorry, thank you for leaving us a review. It's great to hear our newest member of the team was able to help you so efficiently. Team OL
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Very Good Customer Service
Spoke with Ellen at Osprey who was uber helpful. Royal Mail (as ever) let me down with delivery. But Ellen re ordered my bag. Hope to receive it shortly. It gives you confidence to shop with companies when the customer service is so good.
August 8, 2025
Unprompted review
Reply from OSPREY LONDON
Hello Stuart, thank you so much for your kind words and for taking the time to share your experience! We're really sorry to hear that Royal Mail let you down with the delivery, but we're delighted Ellen was able to help get things sorted quickly for you.
We’ll be sure to pass on your lovely feedback to Ellen — she’ll be thrilled to hear it! Providing great service is really important to us, and it means a lot to know it gave you confidence in shopping with us.
We hope your new bag arrives shortly and that you love it! If you need anything else at all, we're always here to help. Team OL
Brilliant service
The products are great. Over the years, I have bought belts, wallets, business card holders (what are they?), bags for myself, my mother and my partners (not all at once) as well as scarves,silkish belted long things. However, I have never really had to engage with the business outside of paying.
I recently lost the buckle on a bag I bought that finally looks cool. Slightly worn and exactly how I wanted it to look. Ellen was amazing. Sorry, I called you Ellie, both on the phone and email- totally professional, quick to reply and my buckle is on its way. I even asked if I needed to pay and the answer was no.
Definitely will be back (except for the business card holders)
August 7, 2025
Unprompted review
Reply from OSPREY LONDON
Hello Jason. Thank you so much for your fantastic review — we absolutely loved reading it! It’s great to hear how much you’ve enjoyed our products over the years (even if the business card holders didn’t quite win you over ).
We're really sorry to hear about the lost buckle, but so pleased Ellen was able to help get it sorted quickly for you — name mix-ups and all! She’ll be delighted to know she made such a positive impression.
Looking forward to welcoming you back (minus any more card holders)! Team OL
Good prices
August 7, 2025
Unprompted review
Reply from OSPREY LONDON
Hello Aiden, thank you for leaving us a review. Glad you love our products and the price. Team OL
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