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
Created with AI, based on recent reviews
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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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helpful and courteous advice
15 May 2026
Unprompted review
Reply from OSPREY LONDON
Thank you for your kind feedback. We’re really pleased to hear you found our advice helpful and courteous. We truly appreciate you taking the time to share your experience and look forward to assisting you again in the future. Team OL x
Customer service is fantastic!
I already loved Osprey London products, as they look great and are fabulous quality.
I recently had a (self inflicted) problem with a bag I bought some time ago, and customer service went above and beyond to help me out.
I am very impressed and grateful for their assistance and hope to be buying their products for years to come.
16 May 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share this lovely feedback. We’re thrilled to hear how much you love our products.
We’re especially pleased that our customer service team was able to help resolve the issue with your bag — even more so knowing it made a real difference to your experience.
Your kind words truly mean a lot to us, and we’re incredibly grateful for your continued support. Team OL x
Excellent customer service
Excellent customer service! I received a professional and helpful response to my query and Ellen sorted out the issue I had in a very efficient manner. Thank you
8 May 2026
Unprompted review
Reply from OSPREY LONDON
Thank you very much for your kind feedback. We’re delighted to hear that you received a professional and helpful response, and that Ellen was able to resolve your issue efficiently. Your comments will be shared with her and the team. We really appreciate you taking the time to let us know about your experience. Team OL x
I was trying to purchase a bag that was…
I was trying to purchase a bag that was showing as an extra 20% off but the code didn't work. I contacted customer service who confirmed the 20% off that bag was an error. They kindly offered to give me the 20% off though and this was processed with speed after I placed my order. I dealt with Ellen whose customer service throughout was just perfect. My bag has arrived and I'm really pleased with it. Thank you Osprey for exemplary service.
22 April 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for sharing your experience with us. We’re delighted to hear how pleased you are with your new bag and that our customer service was able to resolve the issue quickly and smoothly. We’ll be sure to pass your kind words on to Ellen — she’ll be thrilled to know her support made such a positive difference. Thank you again for your understanding and for choosing Osprey. Team OL x
Great customer service
I had an issue with clasps on 2 handbags which I purchased last year and have to say the customer service from Osprey was excellent. Very helpful from the start and quick to respond. I was thoroughly impressed by the service, reassurance and attention to detail which culminated in two new replacement bags. Well done Osprey!
5 May 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind words and for taking the time to share your experience. We’re delighted to hear that our customer service team was able to support you quickly and effectively, and that you were happy with the outcome. Team OL x
Great Customer Service
I ordered 2 Ruby handbags, Communication was good but Royal Mail managed to damage my label so the parcel was returned to Osprey. Upon contact with Osprey my order was resent and received in good condition. The handbags are beautiful and the customer service I received from Osprey was friendly and professional and all was resolved quickly with delivery
27 April 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share your experience. We’re really sorry for the delivery issue caused by Royal Mail, but we’re glad we were able to get everything resolved quickly for you. It’s wonderful to hear that your Ruby handbags arrived safely and that you’re happy with them. We’ll be sure to pass on your kind words to our customer service team — they’ll be delighted. Thank you again for your patience and for choosing Osprey. Team OL x
Ospray of London - 100% Leather satchel
I am quite fond of my high quality leather Osprey of London satchel. Unfortunately I didn't fasten the cover buckle properly and it was lost.
I was not too hopeful of a replacement given the passage of time - but Osprey of London customer services, who I spoke to in person, couldn't have been more helpful. They managed to source a replacement and sent it out the same day.
They were professional and helpful and I had a very positive experience - which was refreshing.
30 April 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 fond you are of your Osprey London satchel and that our customer services team was able to help source a replacement buckle for you so quickly.
We always aim to provide helpful, personal service, so it’s wonderful to know that Melanie made a positive difference for you. Your kind words are truly appreciated, and we hope you continue to enjoy your satchel for many years to come. Team OL x
Osprey Excellent Customer Service
I have a Stella Hobo leather bag from Osprey which I love. Unfortunately my sons dog chewed the strap. I messaged Osprey customer service to see if I could purchase a replacement. I had a very swift response by Ellen. Ellen responded very quickly saying she would find a replacement at no charge. Today I received an email saying the strap was being posted out to me. I am so happy and amazed at the response and kind support I have received. Osprey not only sell beautiful products but have excellent customer service too. Than you so much.
30 April 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share a lovely review. I’m absolutely delighted to hear how happy you are with your Stella Hobo bag and that Ellen was able to help!
It truly means a lot to know that our response and support made a difference for you. We always aim to look after our customers and their much‑loved bags whenever we can, so I’m thrilled we could sort this for you so quickly. Team OL x
The agent I dealt with (Millie) was…
The agent I dealt with (Millie) was very efficient and solved my problem, which was my own fault!
Thank you
28 April 2026
Unprompted review
Reply from OSPREY LONDON
Hello there, thank you for leaving us a review. We're happy to hear you were pleased with the service Millie provided. We look forward to welcoming you back soon. Team OL x
First rate customer service
Had to cancel an order and the really delightful Ellen made it uber easy. If only all customer service was this efficient.
27 April 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind words. We’re delighted to hear that Ellen was able to make the cancellation process quick and easy for you. We’ll be sure to pass on your lovely feedback — it really means a lot to our team. We hope to welcome you again in the future. Team OL x
Terrible service
Terrible service. Tried to obtain a purse that is discontinued. No possibility of posting or internal branch transfers. Osprey, you need to move with the times.
No one bothered to call me back.
Shocking service from Osprey Springfields and Cheshire Oaks. Very disappointing.
25 April 2026
Unprompted review
Reply from OSPREY LONDON
Thank you for your feedback. We’re very sorry to hear that you were disappointed.
When you visited the store, our colleague checked availability for the Harper Matinee Dove purse and confirmed there was only one left within the business, located at our Cheshire Oaks store. You were advised by our colleague that we don’t offer internal branch transfers or posting of items, as this isn’t a system we have in place. As a small, family‑run business, our stock processes are more limited than those of larger retailers.
We’re sorry that this situation caused frustration and that you felt let down by the experience. Team OL x
I contacted Customer Service when I was…
I contacted Customer Service when I was having difficulty making an online purchase. They responded very quickly and efficiently and resolved my issue while being polite and charming throughout. If only all customer service operations were this good!
23 April 2026
Unprompted review
Reply from OSPREY LONDON
Thank you for your kind feedback! We’re delighted to hear that your issue was resolved quickly and efficiently. Ellen was happy to help, and it’s great to know her polite and charming approach made a positive difference. We’ll be sure to pass on your comments. Team OL x
Excellent customer service
Excellent customer service, could not have been more helpful in resolving my error (not theirs).
Waiting to receive product I ordered (correctly) but I’m sure it will be great !
Thank you so much Osprey London 👏😊
23 April 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your lovely feedback!
We’re delighted to hear you had such a positive experience, and we’re especially pleased to pass on your kind words to Millie, who will be thrilled to know she was able to help resolve the issue for you.
We really appreciate your patience and understanding, and we hope you absolutely love your order when it arrives.
Thanks again for choosing Osprey London - Team OL x
Rucksack Issue dealt with promptly and professionally
I had an issue with a rucksack that was dealt with incredibly promptly and options for a resolution that worked for me. Melanie in their customer care team was personable and excellent at keeping me informed throughout the whole process - rare these days in an AI world!
There was a small issue that again was dealt with within a day, outstanding customer service from them. Their product quality is amazing and I would highly recommend Osprey London to anyone
20 March 2026
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share this wonderful feedback. We’re delighted to hear that your issue was resolved promptly and in a way that worked for you. Melanie will be especially pleased to know her communication and support made such a positive impression!
We’re also glad the follow-up issue was handled quickly and that you’re happy with the quality of our products. Your kind words and recommendation mean a great deal to us. Team OLx
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.
16 April 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.
13 April 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.
12 April 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.
9 April 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.
9 April 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.
8 April 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
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