Returns & Exchange Policy
Satisfaction with your OSPREY LONDON purchase is our top priority. While we hope you are delighted with your purchase, we understand that occasionally a return or exchange may be necessary, and we're here to make the process as smooth and straightforward as possible. Please take a moment to read through our policy below.
If you need assistance or have any questions, please contact Customer Service. We're here to help.
You may return an online purchase within 30 days of purchase for a refund or exchange.
Online purchases must be returned via our online returns portal.
Drop off your online return at your nearest DPD Parcel Shop (including Post Offices).
UK returns are free for online purchases.
Unfortunately, we are unable to online offer exchanges at this time. Please create a return and place a new order.
Proof of purchase (order confirmation) is required for all returns or exchanges.
Online orders cannot be returned in-store.
After 30 days and within 6 months of purchase
Please contact Customer Service before sending any items back.
If the item is confirmed to be faulty, we will offer a replacement.
If a replacement is not possible, we will issue a refund.
The customer is responsible for the cost of return shipping.
After 6 months
Leather products
Covered for manufacturing faults only, not wear and tear.
Valid for up to 2 years from the date of purchase.
We will offer a replacement or credit note.
Refunds are not available.
Nylon products
Covered for manufacturing faults only, not wear and tear.
Valid for up to 1 year from the date of purchase.
We will offer a replacement or credit note.
Refunds are not available.
You will receive an email once we have received your return at our warehouse.
Please allow 5 working days from when we receive your return for the refund to be processed.
Once our team has processed your refund, you will receive an email confirmation of the refund.
Please allow 2-3 working days, from receipt of this email, for the refund to appear in your account.
Yes, the standard online and in-store terms apply.
Items returned will be refunded to the purchaser's original method of payment. This does not affect your statutory rights.
To return a gift you are still required to provide us with proof of purchase and the product/s must be unworn/unused with the original tags attached.
To return a gift that was bought online please contact the Customer Service team.
To return a gift that was bought in-store please visit a store with the gift receipt.
To return a gift you are still required to provide us with proof of purchase and the product/s must be unworn/unused with its original tags attached.
To exercise this right, you must contact Customer Service in writing within 14 days.
You then have an additional 14 days to return the item to us via our online returns portal.
A full refund, including standard delivery costs, will be issued once we receive the item in its original condition.
Refunds may be declined if items are not returned in a condition suitable for resale.
Kindly allow up to 10 working days for the processing of your return. During peak periods, there may be slight delays.
Please note that Gift Wrap costs are non-refundable.
Refund terms are subject to modification under exceptional circumstances and at the discretion of the company.
This returns policy is in accordance with your statutory rights and does not alter or diminish them.
For further information please refer to our Terms & Conditions