I made an order this morning, but was not giving the job my full attention and accidentally ordered an incorrect item. I rang Customer service and dealt with Ellen, who was very polite, efficient... Zobacz więcej
Reakcja na opinię
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Zobacz, co mówią recenzenci
Over the years, I have bought or been bought lots of leather goods from Osprey London and love them all. Their after sales service is equally impressive; the team have been amazing. I bought a bag... Zobacz więcej
Reakcja na opinię
I had an issue with the strap breaking on a bag I’d purchased around 7 months ago but a replacement strap was sent out very promptly with no issue. Thank you Melanie for your help with sorting this.
Fantastic customer service when I had to return an item late (due to a double up on birthday presents). Very quick to respond and keen to help. All the products I have bought have been high quality -... Zobacz więcej
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Informacje dotyczące firmy
Napisane przez firmę
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
Dane kontaktowe
Zjednoczone Królestwo
- 020306962323
- customerservice@ospreylondon.com
- ospreylondon.com
4,7
Doskonała
444 recenzji
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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.
19 lutego 2026
Opinia niezależna
Odpowiedź od 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.
17 lutego 2026
Opinia niezależna
Odpowiedź od 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!
26 stycznia 2026
Opinia niezależna
Odpowiedź od 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.
10 stycznia 2026
Opinia niezależna
Odpowiedź od 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
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!
20 stycznia 2026
Opinia niezależna
Odpowiedź od 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
27 stycznia 2026
Opinia niezależna
Odpowiedź od 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!
26 stycznia 2026
Opinia niezależna
Odpowiedź od 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.
26 stycznia 2026
Opinia niezależna
Odpowiedź od 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
Excellent Customer Service…
The Customer Service was excellent and very helpful. How wonderful to speak to a person. What a brilliant service.
23 stycznia 2026
Opinia niezależna
Odpowiedź od 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.
8 stycznia 2026
Opinia niezależna
Odpowiedź od 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.
7 stycznia 2026
Opinia niezależna
Odpowiedź od 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
BAG MISSOLD AND MISREPRESENTED
I ordered a £95 phone bag from this company. A bag supposedly big enough for a purse, phone, keys - small essentials only. The info on the Osprey website stated very clearly that it was big enough to hold a phone, but this is completely wrong and, frankly, false advertising. I bought this bag as a Christmas gift for my sister, and her phone, with or without its case, DOES NOT FIT in this bag. The zip will not close above and around it, which means the bag is not fit for purpose, as the phone is at risk of falling out or being stolen. I am very angry about this. I live on a budget but wanted to treat my sister after a hard year for us as a family to a high-end brand bag that she could use when shopping, so this is extremely galling for me. Osprey SHOULD NOT advertise that this bag is large enough for phones, especially not large-screen smartphones, or they should be much more specific in their advertising.
25 grudnia 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you for taking the time to share your feedback. We’re sorry to hear that the bag did not meet your expectations when it came to fitting your sister’s phone.
While the bag is designed to carry small essentials, smartphone dimensions can vary considerably, particularly with larger-screen models. Your comments about the product description are noted, and we will pass this feedback on to the relevant teams to ensure sizing information is as clear and accurate as possible.
If you haven’t already contacted our customer service team, they will be able to assist with a return or discuss alternative options in line with our returns policy.
We appreciate you bringing this to our attention. Team OL
Great quality backpacks
Great quality backpacks! Ordered as a Christmas gift for my boyfriend unfortunetly we had to return it due to being too big for him but it was great quality. We ordered another one that is also great quality. I had an issue with the tracking for the second order i made as i gave wrong email address by accident but Melanie Blackwell from customer service was very helpful in helping me track my order so I can receive it on time. Thank you
5 stycznia 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Hello Krisia. Thank you for your kind feedback! We’re pleased to hear you loved the quality of our products and that everything worked out with your second order.
We’re especially pleased Melanie could assist you with tracking and delivery, we’ll be sure to share your appreciation with her. Thanks again for choosing Osprey London. Team OL x
Prompt refund
Sent a return and was refunded the value even though they had not received the parcel back yet from DPD due to Christmas post delays. Great service
30 grudnia 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Hello Dianne - Thank you for your kind review.
We’re really pleased to hear you were happy with the refund process. With the Christmas postal delays, we wanted to ensure things were resolved as quickly and fairly as possible.
Thank you for taking the time to share your experience — we truly appreciate it. Team OL
The staff at the Mcarthur Glen shop in…
The staff at the Mcarthur Glen shop in Bridgend South Wales were very helpful and polite, my wife was over the moon with her gift.
29 grudnia 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your kind feedback! We’re delighted to hear that our team at McArthur Glen Bridgend provided helpful and polite service, and that your wife loved her gift. We’ll make sure to share your comments with the staff—they’ll be thrilled to know they made your experience special. Team OL x
Christmas is saved
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 day delivery which arrived today (24th). Crisis averted and can’t fault that level of customer service from Osprey.
24 grudnia 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for sharing this! I’m glad Millie was able to resolve the issue quickly and ensure your gift arrived in time. We really appreciate your kind words about our service—it means a lot to the team. Wishing you and your wife a wonderful Christmas! Team OL x
Fantastic quality goods
Fantastic quality goods. I recently purchased a leather backpack at a heavily discounted price. It's absolutely perfect for my needs, extremely well-made, great value, and very well packaged. The follow-up customer service was also impeccable. I am a very happy customer and already looking forward to their January sale.
12 grudnia 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for sharing your experience! We’re thrilled to hear that you love your new leather backpack and that it met your expectations in quality, value, and packaging. It’s great to know our customer service team could provide the support you needed. We truly appreciate your loyalty and can’t wait to welcome you back for the January sale!
Excellent Customer Experience…
I had a minor glitch in my ordering process that was dealt with cleanly and efficiently by the customer services team. Ellen was very professional in providing both timely and clear communication and resolved the issue smoothly. It is very nice to have only good things to say about the service and it’s made me want to buy more things
16 grudnia 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your kind feedback! I’m really glad I could assist and make the process smooth for you. It’s wonderful to hear that the experience has encouraged you to shop with us again. If you ever need any help in the future, please don’t hesitate to contact us.
This company offers a good quality…
This company offers a good quality product at reasonable price but more importantly the people that work from had an unbelievable experience of customer services which is reinstated my faith in online shopping Ellen the girl I spoke to was unbelievable. A customer service was exemplary and I would definitely recommend this company Not just for their products but for their after-care.5 star
15 grudnia 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your wonderful feedback! We’re thrilled to hear that you’re happy with both our products and the service you received. Providing exceptional customer care is something we take great pride in, and it’s fantastic to know that Ellen made such a positive impression. Your recommendation means the world to us, and we look forward to serving you again in the future.
I emailed as id not received an update…
I emailed as id not received an update on an order I had placed.
Standard reply - 2 days
Actually reply - 10 minutes
Very impressed especially as its nearing Christmas
16 grudnia 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your kind words! We’re delighted to hear that our quick response exceeded your expectations, especially during such a busy time of year. Your satisfaction means a lot to us, and we’re always happy to help.
If you need any further assistance with your order or have any other questions, please don’t hesitate to reach out.
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