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
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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
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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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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 December 2025
Unprompted review
Reply from 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 January 2026
Unprompted review
Reply from 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 December 2025
Unprompted review
Reply from 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 December 2025
Unprompted review
Reply from 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 December 2025
Unprompted review
Reply from 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 December 2025
Unprompted review
Reply from 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 December 2025
Unprompted review
Reply from 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 December 2025
Unprompted review
Reply from 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 December 2025
Unprompted review
Reply from 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.
Disappointed...
I bought a silver leather Carina bag about 5 years ago and have loved it. Small but just the perfect size for the essentials when you don't want a big bag. I've just received the new Black with gold hardware Carina and it is much smaller than my original one! That much smaller that I can't fit in the items that I've just taken out of the silver one. Why have you made it smaller for the same price as what the original cost? I can't even fit my phone in the new one 😭😭 Going to have to return and find another brand. I'm so disappointed.
14 December 2025
Unprompted review
Reply from OSPREY LONDON
We’re truly sorry to hear that the new Black Carina with gold hardware didn’t meet your expectations, especially after loving your original silver one.
The current Carina design has been updated slightly over time, and the dimensions are now more compact to reflect recent style trends. We completely understand how disappointing it must feel when the size doesn’t work for your essentials, especially your phone.
We’d be happy to assist you with the return process and also help you find an alternative style that better suits your needs. If you’d like, we can recommend similar bags with a size closer to your original Carina.
Thank you again for your honest feedback - it really helps us improve.
A bag bought 11 months prior had…
A bag bought 11 months prior had developed a slight fray on the handle. Ellen was super helpful & sent out a replacement straight away.
10 December 2025
Unprompted review
Reply from OSPREY LONDON
Thank you for sharing your experience! We’re so pleased Ellen was able to assist you quickly and get a replacement sent out without delay. We truly appreciate your feedback and are glad we could resolve this for you. If you need any further support, please don’t hesitate to reach out.
I needed to make a change to my order
I needed to make a change to my order, sent an email (late at night) to customer services and received a reply at 9.05 the following morning. Changes were made with professional and helpful support. the products are super. Thank you.
9 December 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your kind feedback! We’re delighted to hear that our team was able to assist you promptly and make the changes you needed. It’s great to know you’re happy with both the service and the products. If there’s anything else we can help with, please don’t hesitate to reach out.
Ordered from Osprey London as they have…
Ordered from Osprey London as they have great products. Ran into a slight issue with delivery, however ultimately it was resolved the best way I could have imagined.
Overall good experience in the end —would purchase again.
29 November 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your review and for choosing OSPREY LONDON. We're sorry to hear there was a hiccup with your delivery, but we're delighted that our team was able to resolve things for you and that you’re happy with the outcome.
We truly appreciate your patience and your kind words. It means a great deal to know you would shop with us again.
If you ever need anything in future, we’re always here to help. Team OL x
Clarks Village Somerset
I visited your store in Clarks Village in Street, Somerset on Saturday 29th November. I just wanted to say how helpful and kind the staff there are. I had no idea what I was supposed to be buying and despite them being busy they were extremely kind and courteous. I was well aware of some entitled and not very polite customers but they never stopped smiling and trying their best for everyone in there. I ended up buying a more than I went in after their suggestions and am very happy with my purchases.
29 November 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share your experience at our Clarks Village store. We’re delighted to hear that our team was able to assist you and make your visit enjoyable, even during a busy time.
Your kind words about their helpfulness and courtesy mean a lot to us. We’re proud of our staff for always going the extra mile to ensure every customer feels valued, and it’s wonderful to know their suggestions helped you find exactly what you needed!
We truly appreciate your support and look forward to welcoming you back again soon.
Why g anywhere else
I bought my first Osprey bag about seven years ago; so impressive is the quality, value and good service of Osprey that we are now a family of Osprey owners.
11 November 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for sharing this! We’re thrilled to hear that your first Osprey bag made such a lasting impression and that your whole family now enjoys them. Quality and service are at the heart of what we do, so it’s wonderful to know we’ve earned your trust over the years.
Very happy with my purchase
Purchase was a pleasure from start to finish, especially the friendly help and information provided by Abigail in the Battlers Green Farm, Radlett store.
27 November 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your wonderful feedback! We’re delighted to hear that your experience was smooth from start to finish. Abigail will be thrilled to know her friendly assistance and helpful information made such a positive impression. We truly appreciate your support and look forward to welcoming you back to our Battlers Green Farm store soon! Team OL x
Ellen W from the Customee Service Team…
Ellen W from the Customee Service Team excelled in advising me how to track down a specific bag which I needed as a Christmas present and which showed as ou of stock by late November. She replied within 4 hours and suggested I keep checking online as there might be returns which would be placed back in stock . Amazingly within 24 hours the very bag appeared and I purchased promptly with the benefit of the Black Friday price as well! Thanks to Ellen for such accurate and prompt sales support! 5star service !!
27 November 2025
Unprompted review
Reply from OSPREY LONDON
Thank you for sharing your experience! We’re delighted to hear that Ellen was able to provide such prompt and helpful advice, ensuring you secured the perfect Christmas gift at the best price. Our team strives to make every interaction smooth and successful, and your feedback shows we’re on the right track. Enjoy your new bag, and please reach out anytime! we’re always happy to help. Team OL x
Probably the best customer service…
Probably the best customer service experience I have ever received, I rang this morning to ask a question regarding a strap on a beautiful bag that I had bought, I got through to Ellen who was the most polite and proffesional person on the phone call, within less that an hour Ellen had tracked down the strap I had rang about and it was in the post to me 🤩 I appreciate the help I was given and 100% satisfied with the outcome, well done Osprey your customer service is second to none, I am a very happy customer 🤩
27 November 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for your wonderful feedback! We’re thrilled to hear that you had such a positive experience and that Ellen was able to assist you so quickly and professionally. Providing exceptional customer service is always our goal, and it’s great to know we achieved that for you. We hope you continue to enjoy your beautiful bag, and if you ever need anything else, please don’t hesitate to get in touch. Team OL x
Recently rediscovered Osprey London and so happy I did.
I recently rediscovered Osprey London, and was not disappointed. I purchased the Adaline Work Bag in Chocolate. Although my laptop is an inch or two too big to fit the bag, I am keeping it because it will be great for travelling without being too large and handy for a small shop even as an overnight case. It is beautifully made. I also had my eye on the mini Weybridge bag in black and yes! Black Friday, got the better of me. So, absolutely delighted with both purchases. In hindsight, I would have purchased the Weybridge large one only. I will just have to save up for the large Weybridge in a brown leather. Of course delighted and fortunate to have the choice of size, look and colour of both bags, I purchased both at an unbelievable priced value for money. The leather and finish of both is exquisite and tasteful without being stuffy or overly formal. Osprey London... a great rediscovery. PS Thank you for the surprise and welcome reply. I will indeed reach out if I need help. Your response has made my day and the shopping experience all the more personal.
17 November 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for sharing your experience with us! We’re delighted to hear that rediscovering Osprey London has been such a positive journey for you. The Adaline Work Bag and the Weybridge are both beautiful choices, and it’s wonderful to know you’re enjoying their craftsmanship and versatility.
Your feedback about the sizes and styles is really helpful, and we love that you’re already planning your next addition! We take great pride in creating pieces that combine elegance with practicality, so hearing that you find them exquisite and tasteful means a lot to us.
If you ever need advice on selecting the perfect bag or have any questions, please don’t hesitate to reach out. Team OL x
I lost a buckle to an Osprey bag
I lost a buckle to an Osprey bag.
I couldn’t find one anywhere and then thought I’d try the Osprey website (duh!)
I contacted a lady called Ellen who went out of her way to find a suitable buckle that went on the bag after I sent her a photo.
She eventually found one for me and has now put it in the post.
Total cost. NOTHING.
Bless them- and her.
Thanks so much Ellen if you get to read this.
A very very satisfied customer.
I just don’t see service like this anymore unfortunately.
25 November 2025
Unprompted review
Reply from OSPREY LONDON
Thank you so much for taking the time to share this wonderful feedback, we will pass your kind words on to Ellen! I’m so glad we were able to find the right buckle for your Osprey bag and get it sent out to you.
At Osprey, we always aim to go the extra mile for our customers, so your kind words mean a lot. If you ever need anything else in the future, please don’t hesitate to reach out! Team OL x
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