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
Company replied
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Review summary
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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
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
Company replied
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
Company replied
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
Contact info
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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As always the staff in store are…
As always the staff in store are amazing! Very friendly and professional
25 November 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind words! We’re thrilled to hear that our team made your visit a great experience. Your feedback means a lot to us, and we look forward to welcoming you back soon! Team OL x
Excellent Service from Osprey
I bought an Osprey handbag on Vinted and wanted to check if it was real leather. The person I spoke to was really helpful and said she would find out the answers to my questions and get back to me. I received a response very quickly and could not have been more impressed with the service I received.
20 November 2025
Unprompted review
Reply from OSPREY LONDON
We’re delighted to hear that you had such a positive experience and that our team was able to assist you quickly and thoroughly. Providing helpful and timely support is always our goal, so it’s wonderful to know we met your expectations.
If you have any other questions or need further assistance, please don’t hesitate to reach out. We’re always happy to help! Team OL x
The handle on my bag broke
The handle on my bag broke, so I reached out to Osprey. Their repair team was incredibly responsive and easy to communicate with. Even though my bag was out of warranty, they offered me a replacement. Truly outstanding customer service!
13 November 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for sharing your experience! We’re thrilled to hear that our customer service team went above and beyond to assist you, even outside of the warranty period. It’s great to know our responsiveness and commitment to customer satisfaction made such a positive impression. Team OL x
Delivery issue dealt with efficiently
There was a problem with Royal Mail delivering my item. I contacted Osprey directly and within 24 hours I had a response acknowledging my issue and this was followed up with daily contact from Melanie, who could not have been more helpful. She organised delivery of a replacement item which I received as promised. Excellent customer service.
29 October 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind feedback! We're really pleased to hear that Melanie and our customer service team were able to resolve the delivery issue quickly and ensure you received your replacement item without delay. Your satisfaction means a lot to us, and we truly appreciate you taking the time to share your experience. Team OL x
The Ruby leather cross body bag is the best
I got a Ruby leather cross body bag in the sale. It's light and just the right size for carrying some essentials for commuting. Very reasonably priced and excellent quality. Stylish too. I like how the strap is removable and there's an array of colours available so never boring. Please bring back petrol/turquoise colours. It will be good having a few more holes on the leather strap for people of smaller build.
I had to return some items in the same order. That was fairly straightforward and processed quickly. Customer service was friendly and helpful on the phone.
31 October 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for sharing your feedback! We’re delighted to hear that you’re enjoying your Ruby leather cross body bag. We appreciate your comments on the removable strap and the variety of colors; it’s great to know these features make the bag more versatile and stylish for you.
Your suggestion about bringing back petrol/turquoise shades and adding extra holes on the strap for a better fit is really valuable.
We’re also pleased to hear that your return process was straightforward and that our customer service team was able to assist you promptly and helpfully. Thank you for taking the time to let us know – feedback like yours helps us keep improving.
If there’s anything else we can do for you, please don’t hesitate to reach out. Team OL x
Fantastic products and service
I recently contacted Osprey London to purchase a dust cover for one of my Osprey bags. They were absolutely fantastic and so obliging. Great products and great service. What more can you ask for!
11 November 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your lovely feedback! We’re delighted to hear that you had such a positive experience with us and that you’re happy with your Osprey bag and dust cover. Thank you for choosing Osprey London! Team OL x
The X-Stitch Leather CC Holder with ID…
The X-Stitch Leather CC Holder with ID was bought for me as a present. While the wallet itself is fine, the base external stitching which secured the decorative top stitching in place snapped within 4 months of the purchase.
8 November 2025
Unprompted review
Reply from OSPREY LONDON
Hello Stephen,
Thank you for getting in touch and letting us know about the issue with your X-Stitch Leather CC Holder with ID. We're sorry to hear about the stitching coming loose.
As this item was purchased through John Lewis, we’re unfortunately unable to exchange or replace it directly as your sales agreement is with them. We kindly ask that you contact John Lewis Customer Service, as they’ll be able to assist you further under their returns and exchange policy.
Please don’t hesitate to get in touch with us again if there’s anything else we can help with. Team OL x
Melanie was super helpful at resolving…
Melanie was super helpful at resolving an issue with my order - thankyou.
5 November 2025
Unprompted review
Reply from OSPREY LONDON
Thanks so much for your kind words! We’re so glad Melanie was able to help resolve your issue. We’ll be sure to share your feedback with her! Team OL x
Excellent Customer Service from Ellen at Osprey London
I had a really good experience with Osprey London’s customer service. Ellen was friendly, helpful, and quick to sort out my query. Everything was handled smoothly, and I appreciated the clear communication throughout. Thanks to Ellen for making it an easy and pleasant experience.
28 October 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your lovely feedback! We’re delighted to hear that you had such a positive experience with our customer service and that Ellen was able to assist you so efficiently. We’ll be sure to share your kind words with her.
Your appreciation means a lot to us — we’re always happy to help! Team OL x
Fabulous bag at a great price
I ordered my bag in the sale and got it at a fantastic price , unfortunately on delivery the bag was damaged. Contacted customer service who were great , replied immediately, sorted out the return of said item and exchange. New bag arrived promptly and is perfect. I look forward to further purchases and would consider Osprey as my first choice more than my previous supplier.
3 November 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind feedback! We're delighted to hear that our customer service team was able to quickly resolve the issue and get your perfect bag to you. It’s wonderful to know you’re happy with your purchase and experience. We truly appreciate you choosing Osprey and look forward to welcoming you back for future purchases! Team OL x
Excellent service!
My request, for a replacement bag strap, was responded to very rapidly and professionally by Ellen Webley and I received a replacement within 10 days of my original request!!! Extremely happy with the service provided! Thank- you Ellen and the team involved.
23 October 2025
Unprompted review
Reply from OSPREY LONDON
Thank you for your wonderful feedback. We’re so pleased to hear that Ellen was able to assist you quickly and that your replacement strap arrived promptly. Your satisfaction means a great deal to us, and we’ll be sure to pass your kind words on to Ellen and the rest of the team.
We’re delighted that you’re happy with the service provided and truly appreciate you taking the time to share your experience
Team OL x
I wanted to purchase a long strap for…
I wanted to purchase a long strap for the bag I had ordered which I loved. I rang customer services and was greeted by Melanie who had such a pleasant voice and which conveyed a desire to be helpful.
She was able to help me quickly and efficiently
What excellent and unexpected Customer Service in this day and age.
You made my day, Melanie.
Osprey, you are to be congratulated in having good customer services. It certainly makes me more likely to purchase products from you again
29 October 2025
Reply from OSPREY LONDON
Thank you so much for taking the time to share your kind words. We’re delighted to hear that you love your bag and that Melanie was able to assist you so helpfully and efficiently. We’ll be sure to pass your compliments along to her — she’ll be thrilled to know she made your day!
At Osprey, we always aim to provide exceptional service and it’s wonderful to know that your experience reflected that. We truly appreciate your continued support and look forward to welcoming you back again soon. Team OL x
Exemplary customer service
Nothing but positive experience of the quality and customer service. I have a laptop bag several years old and due to the consistent use the strap has become damaged. I made an enquiry to order a replacement strap and the company issued a replacement at no charge within 24 hours this type of customer service fosters loyalty, thank you and I highly recommend.
29 October 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind words and for sharing your experience! We're thrilled to hear that you've had a positive experience with our customer service. It's wonderful to know your laptop bag has served you well over the years, and we're glad we could quickly provide a replacement strap to keep it going strong. Your loyalty means a lot to us, and we're truly grateful for your recommendation. If there's anything else we can help with in the future, please don't hesitate to reach out! Team OL x
Fantastic and friendly service
Ellen Webley answered my query and made a point of finding the replacement strap I needed for my bag, quickly and efficiently whilst keeping me updated.
23 October 2025
Unprompted review
Reply from OSPREY LONDON
Thank you for sharing your positive experience! We are so glad to hear that Ellen managed to solve your query quickly and efficiently, we will make sure to pass your kind words on to her. Team OL x
Wonderful experience
Wonderful experience, easy purchase for my daughter birthday present which she had also asked her mother in law to buy. So customer service were outstanding in helping me get the purse back and a refund. So helpful and the purse was lovely, even if not the one I bought for my daughter!!!
23 October 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your lovely feedback! We're thrilled to hear that your experience was smooth and that our customer service team could assist you so well. If you ever need anything else, we're always here to help! Team OL x
Royal mail didn't redeliver my order
Royal mail didn't redeliver my order, lovely Ellen sorted the issue promptly and now have a new delivery on its way. Ellen was very helpful and responded to my emails promptly.
Great customer service.
15 October 2025
Unprompted review
Reply from OSPREY LONDON
Thank you for your feedback! We're sorry to hear Royal Mail didn't redeliver your order, but we're so glad Ellen was able to step in and get everything sorted for you quickly. We'll be sure to pass along your kind words to her — she’ll be thrilled to hear them!
Thanks again for your patience and for recognising our customer service. We really appreciate it! Team OL x
Amazing true customer service. 👏🏻👏🏻👏🏻
Fabulous customer service and an amazing product offer to boot! 😀
Shout out to Melanie in customer service who went above and beyond to help.
10 October 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind words and fantastic feedback. We're thrilled to hear you had such a positive experience with both our product and customer service. We’ll make sure your appreciation is passed along.
Thanks again for your support, it truly means a lot to us. Team OLx
The lovely person in the St Albans…
The lovely person in the St Albans outlet store who knew exactly what I needed when I said a large capacity cross body bag-the Stella.
And Melanie in customer services, she had such a nice voice and was so helpful in sorting out change in delivery address.
7 October 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind words! We're thrilled to hear that our team at the St Albans outlet store helped you find exactly what you needed — the Stella is a fantastic choice! We'll be sure to pass on your lovely feedback to the team there.
And we're so glad Melanie in Customer Services made your experience even better, we'll let her know how much you appreciated her help and friendly voice.
Thanks again for taking the time to share your experience — it really means a lot to us! Team OL x
I am in the US and wanted to purchase a…
I am in the US and wanted to purchase a clutch for my wife.
Ellen was extremely helpful in setting up a process to allow me to purchase from the UK website.
I am excited to deliver this gift and purchase from Osprey in the future.
6 October 2025
Unprompted review
Reply from OSPREY LONDON
Dear Ephriam, we're thrilled to hear that Ellen was able to assist you and make the process smooth for your purchase from the UK website. It's wonderful to know you're excited to gift the clutch to your wife -we hope she absolutely loves it!
We truly appreciate your support and look forward to welcoming you back to Osprey in the future. Team OL x
I had an issue where my online order…
I had an issue where my online order was inexplicably cancelled.
I contacted customer services and spoke to Ellen, who not only rectified the issue in a polite, efficient and professional manner but was also delightful.
I am a loyal customer of many years and todays experience has confirmed my loyalty to Osprey London.
Keep up the good work!
25 September 2025
Unprompted review
Reply from OSPREY LONDON
Hello Maria, Thank you so much for taking the time to share your kind feedback. We’re truly sorry to hear that your order was initially cancelled, but we're delighted that Ellen was able to resolve the issue for you efficiently and with the level of service we strive to provide.
Your loyalty over the years means a great deal to all of us at Osprey London. It’s wonderful to know that your recent experience has reaffirmed your trust in us.
We'll be sure to pass your lovely comments on to Ellen – feedback like yours makes all the difference. Team OL x
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