Osprey York. The sales lady Amy was excellent. She was friendly and obviously knowledgeable about the bags in her store. Amy offered to help us, but allowed us to continue looking on our own. She made... See more
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Review summary
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What people talk about most
Based on these reviews
My partner bought me a Forest black leather briefcase in May 2025. It’s a lovely product but I recently saw that one of the silver metal rivets fastening the leather handle onto the top of the briefca... See more
Company replied
My very well used (and long out of warranty) Osprey messenger bag suffered a broken buckle, after having been very much abused underfoot, on the floor of an aeroplane during a 12 hour flight. Despi... See more
Company replied
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 w... 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
Contact info
4.6
Excellent
381 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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Wonderful customer service
I had a problem with the handle on my bag, l emailed Osprey and received wonderful customer service from Melanie and Ellen , they kept me constantly updated and my replacement bag arrived today.
April 16, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share your experience. We’re really pleased to hear that Melanie and Ellen provided wonderful customer service and kept you updated throughout the process. It’s great to know your replacement bag arrived safely. If you ever need anything else, we’re always happy to help! Team OL x
Excellent Customer Service
My partner bought me a Forest black leather briefcase in May 2025. It’s a lovely product but I recently saw that one of the silver metal rivets fastening the leather handle onto the top of the briefcase was missing. I telephoned Osprey’s customer services and my enquiry was handled by Millie. I was hoping that it might be repaired but Millie informed me that I would be sent a brand new replacement. Having submitted some photos of the briefcase I was sent a QR code for the free return postal service and was then quickly provided with a brand new replacement briefcase delivered by the Royal Mail. I was kept updated at regular intervals and found the returns process very efficient and trouble free. I can’t fault the customer service. Millie resolved the issue very quickly. Thank you.
April 13, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share your experience. We’re delighted to hear how pleased you are with your Forest black leather briefcase and, just as importantly, with the service you received.
We’re sorry to hear about the missing rivet, but we’re really glad Millie was able to resolve the issue so quickly and arrange a replacement for you. We’ll be sure to pass on your kind words to her.
It’s great to know that you found the returns process efficient and that our updates and delivery met your expectations. Thank you again for your support, and we hope you enjoy your new briefcase for many years to come. Team OL x
Osprey York McArthur Glen wonderful service.
Osprey York. The sales lady Amy was excellent. She was friendly and obviously knowledgeable about the bags in her store. Amy offered to help us, but allowed us to continue looking on our own. She made a “super star helper” sticker for My 8 year old granddaughter who was measuring the bags to help me. I would recommend this store, high quality staff service.
April 12, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share your lovely feedback about our Osprey store in York. We’re delighted to hear that Amy provided such excellent service and that her friendly, knowledgeable approach made your visit enjoyable.
We’ll be sure to pass your kind comments on to Amy and the wider team. Thank you again for your recommendation, and we hope to welcome you back to Osprey York very soon. Team OL x
Excellent communication from customer…
Excellent communication from customer service. I purchased the Adaline weekend bag in Dove, it’s a beautiful, stylish piece of luggage that I am delighted with.
Would highly recommend Osprey for quality and value.
April 9, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share your feedback. We’re delighted to hear that you were happy with the communication from our customer service team and that you love your Adaline Weekend Bag in Dove. It’s great to know it’s proving both stylish and practical. Your recommendation means a lot to us – thank you for choosing Osprey and for your kind support! Team OL x
Fantastic after sales
My very well used (and long out of warranty) Osprey messenger bag suffered a broken buckle, after having been very much abused underfoot, on the floor of an aeroplane during a 12 hour flight.
Despite no longer being a current model, Osprey offered to search for a spare part. This was duly sent to me FOC.
The bag has great sentimental value as it was a gift from a friend who is no longer with us.
So grateful.
April 9, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for sharing this with us. We’re truly glad we could help keep your bag in service, especially knowing how much sentimental value it holds! Team OL x
1st Class product and service from Osprey
I purchased a leather back pack just over 2 years ago. The bag has served me well and perfect for my laptop etc when going into the City, the bag looks great and not out of place when attending professional board meetings.
One of the zips recently failed and I made contact with Osprey to see if there was anything that could be done. As the bag was over 2 years old they asked for pictures. They assessed the condition of the bag which was still in a nearly new state other than the zip. Ellen advised that whilst the bag was out of guarantee, as the bag had clearly been cared for they felt this was a manufacturing defect and replaced the bag with a new one. Great pragmatic service with a special mention to Ellen who was amazing with fantastic communication. All in all a 1st class experience.
April 8, 2026
Unprompted review
Reply from OSPREY LONDON
We’re delighted to hear how well your backpack has served you over the years and that it’s been a reliable companion for both daily city use and professional settings.
While your bag was outside the standard warranty period, we’re pleased our team could assess the issue and provide a solution that felt fair and pragmatic. Looking after our customers – especially when products have clearly been well cared for – is something we take great pride in.
Thank you as well for your kind words about Ellen. We’ll be sure to pass on your feedback, as exceptional communication and support are exactly what we strive for.
Thank you again for choosing Osprey, and we hope your new bag serves you just as well. Team OL x
Excellent Customer Service
I just wanted to take a moment to say how impressed I was with the service Ellen provided during my recent contact with Osprey. She was incredibly helpful, friendly, and went out of her way to make sure everything was resolved for me.
It’s always refreshing to deal with someone who clearly cares about providing great customer service. Ellen is a real credit to your team and made the whole experience a very positive one.
April 7, 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share such kind feedback. We’re absolutely delighted to hear about your positive experience with Ellen.
Providing friendly, helpful, and thorough service is something we really pride ourselves on, and it’s wonderful to know Ellen went above and beyond to support you. Your comments will be shared with her and the wider team, as recognition like this truly means a lot.
Thank you again for choosing Osprey. Team OL x
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
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
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
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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