Terms & Conditions
General Terms of Sale - Osprey
We are Osprey Europe Ltd registered in England and Wales no. 4881712 with registered address Talon House, Aston Way, Poole, Dorset BH12 4FE. VAT number GB835 1864 16. For information on how to contact us click here.
References in these terms and conditions (“Terms”) to “us” or “we” are to Osprey Europe Limited. References to “Osprey” are to Osprey Europe Limited and Osprey Packs, Inc.
All orders for products are subject to availability and we reserve the right to refuse to supply to any individual or company.
Your submission of an order represents an offer to purchase the products indicated by you and is not binding on us until we have accepted your order. This means that if a product is shown on our site but is not available or is incorrectly priced or otherwise incorrectly described or if we are unable to arrange delivery to your address or wish to decline your order for any reason, we won’t be obliged to sell you that product in which case we will let you know and will not charge you for the product.
Shortly after we receive your order, we will acknowledge it by email, detailing the products you have ordered. This email is issued automatically and doesn’t mean that your order is accepted.
Acceptance of your order for a product and completion of the contract between you and us will take place when we dispatch the product to you. Any products on the same order which we have not dispatched to you don’t form part of that contract.
You are responsible for ensuring the accuracy of the details provided on the order form.
The price you pay is the price displayed on our site at the time we receive your order apart from where an error has occurred in displaying the price. Whilst we do our best to ensure that all prices on our site are accurate, errors may occur. If we discover an error in the price of products you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we‘re unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the products, you will receive a full refund. Prices displayed include VAT where applicable.
Sale items (% off) cannot be combined with any other discount, including coupon codes or Osprey Pro purchases.
3. Discount codes
All discount codes are applied to the value of the order, excluding delivery costs and are subject to our general Terms and Conditions. The code must be entered and applied in the “Add Discount Code” field during the checkout process for the discount to be deducted from the order.
Unless explicitly stated, discount codes cannot be combined with other discounts or promotions. Discount codes may be limited to redemption in respect of certain products or certain products may be excluded from the offer. Discount codes cannot be exchanged for cash or used to purchase Gift Cards.
We reserve the right to modify or cancel discount codes at any time. If we refuse a discount code submitted as part of an order, for any reason, we will inform you before the order is dispatched to advise of the correct cost of the order and give you the opportunity to cancel the order.
Discounts on Outlet products cannot be combined with any other discount or offer, unless explicitly stated otherwise.
Osprey reserves the right to alter, amend or withdraw Outlet products and discounts without prior notice.
5. Product details
All sizes and dimensions of products as indicated on our site are approximate but we make every effort to make sure they are as accurate as possible. We have made every effort to display as accurately as possible the colours of the images that appear on our site. However, as the actual colours you see will depend on your device, we can’t guarantee that the display on your device of any colour will accurately reflect the colour of the product on delivery.
How can I pay for my order?
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
- Pay later
- Pay in 3
Further information and Klarna’s user terms you can find here. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy statement.
In cooperation with Stripe, Inc., a Delaware corporation we offer you the following payment options:
Sofort, Ideal, Giropay, Afterpay, Visa, Electron, Mastercard & American Express.
Further information and Stripe`s user terms you can find here. General information on Stripe you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Stripe’s privacy center.
Who is responsible for the transaction through the website?
We, Osprey Europe are responsible for the website transaction. When processing a transaction you’ll be referred to Stripe (our payment service provider) secure payment page, which is indicated by the https at the beginning of the URL (SSL).
When will I be charged for my order?
You will be charged as soon as your transaction is authorised and completes.
By placing an order you consent to payment being charged to your debit or credit card or PayPal account as provided on the order form.
If we can’t complete your order, we’ll refund all sums you have paid.
In case of query, please email our customer support team on email@example.com quoting your order reference number.
I’m having problems with making a payment. What should I do?
If you are having problems making a payment using the site, please email us on firstname.lastname@example.org. Please note, that whilst we are responsible for the transaction, this is an area over which we have very little control.
My payment has been declined. What do I do?
The first thing to check is that you entered all of your card details correctly, and that the billing address you entered matches the address that your card issuer/PayPal holds for your account. If the problem still persists, then we recommend that you contact your card issuer/PayPal. Please note, this is an area over which we have very little control.
What are ‘Verified by Visa’ and MasterCard SecureCode?
These are both schemes deployed by card issuers to combat online fraud. If you’ve signed up to either Verified by Visa or MasterCard SecureCode then a form will appear after you’ve entered your card details asking you to enter the password that you have registered.
If you haven’t signed up to either scheme, but your card is eligible, then your card issuer may show you a form suggesting that you sign up. You are able to register immediately or indicate that you wish to do so at a later date. To find out more about these schemes, please visit Verified by Visa or MasterCard SecureCode.
The payment screen has frozen. What’s happened?
In a small number of instances the payment screen may freeze due to an issue in connecting to your card issuer’s page to complete the additional ‘Verified by Visa’ or ‘MasterCard SecureCode’ security checks. This is almost certainly due to the preferences set within your browser. We suggest you try to process the transaction using another browser (for example use Firefox instead of Internet Explorer). If the problem still persists, please email email@example.com with your contact details and as much of the following as possible:
- Your operating system (e.g. Windows 8, Mac OS X)
- The browser you’re using (e.g. Internet Explorer 11, Firefox, Safari etc.)
- The page URL you were trying to access (e.g. https://www.osprey.com)
- The date and time that you experienced the problem
- If an error message appeared on the screen, it would really help if you take a screen shot (press the ‘Print Screen’ button (to the right of your ‘F’ keys, top right of your keyboard) then paste into the email you send us)
I’ve tried to place an order but haven’t had an order confirmation email, although money has left my account. What has happened?
First check your email spam folder. The confirmation email will have been sent from firstname.lastname@example.org If you still can’t see your order confirmation email, please contact our Customer Services Team who will check to see if your order has been placed on our system. If you failed to reach the order confirmation screen it’s unlikely that your order was successful. However, if money has left your account, please be assured that it will be returned by your card issuer or PayPal. Osprey Europe will only keep a payment once an Order Number has been issued, and the items purchased have been dispatched.
I suspect that someone has fraudulently used my card to order from your site.
Please advise both us and your credit card company at the earliest opportunity.
Next Day Delivery UK:
Order by midday for next working day delivery. Please note, this could be impacted in the event of unforeseen circumstances but, we will endeavour to contact customers if there are delays.
What are your delivery charges?
Free Express Delivery on all UK orders and Free Standard Delivery on all non-UK orders this December*
||Under Threshold Delivery Charge||Express Delivery Charge (orders over £50)||Express Delivery Charge (orders under £50)|
|UK & Channel Islands||£50*||£5||£5||£10|
|Austria||50 EURO*||10 EURO||Not available||Not available|
|Belgium||50 EURO*||10 EURO||Not available||Not available|
|Denkmark||250 DKK*||100 DKK||Not available||Not available|
|Finland||50 EURO*||10 EURO||Not available||Not available|
|France||50 EURO*||5 EURO||Not available||Not available|
|Germany||50 EURO*||5 EURO||Not available||Not available|
|Ireland||50 EURO*||10 EURO||Not available||Not available|
|Italy||50 EURO*||10 EURO||Not available||Not available|
|Luxembourg||50 EURO*||10 EURO||Not available||Not available|
|Netherlands||50 EURO*||5 EURO||Not available||Not available|
|Poland||50 EURO*||10 EURO||Not available||Not available|
|Spain||50 EURO*||10 EURO||Not available||Not available|
|Sweden||700 SEK*||100 SEK||Not available||Not available|
|Norway||No Free Delivery||250 NOK||Not available||Not available|
|Switzerland||No Free Delivery||25 CHF||Not available||Not available|
We currently do not deliver to any countries other than the above.
*SecondLife products not included
Will you inform me when my order has been shipped?
Yes. When your order is processed and dispatched from our warehouse, you will receive an email informing you that your parcel has been shipped. You may also be able to track the delivery of your order via our carrier’s website (dependent upon the country we’re shipping to). You can also log in to ‘My Account’ to retrieve this information.
How long should I allow for my parcel to reach me?
Our standard delivery is between 1 to 3 business days, depending on the country to which the parcel is sent. Please note that adverse weather conditions and other circumstances beyond our control can seriously impact these delivery times.
We make every effort to deliver products within the above timescales, however delays are occasionally inevitable. If you don’t receive your goods within the time quoted above, please email us on email@example.com. If we fail to deliver your order within 30 days we’ll notify you of the reason for the delay and you may cancel your order and we will provide you with a refund for the products not delivered. We will have no other liability to you in the event of delay in delivery.
For customers that are based in Norway or Swtizerland, please be aware that all orders will be shipped on a weekly basis on a Wednesday. This means that if you order on a Wednesday evening then your order will not be shipped until the following week, we apologise for any inconvenience.
Express delivery will aim to deliver your package on mainland UK next day for orders placed before 1pm. Express delivery is only available Monday-Friday (with orders placed before 1pm Friday aimed to be delivered on Saturday).
Express Delivery is not a guarantee of next day delivery but is a prioritisation of your order above non-express orders with an endeavor to deliver ‘next day’.
I don’t live in the UK, can I still order from your website?
We ship to Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Norway, Spain, Sweden & Switzerland.
Can you ship more than one order at the same time?
Unfortunately, we don’t have the facilities for this. All orders placed on this website will be delivered to your chosen delivery address.
Can you ship different items from the same order to different addresses?
Unfortunately not. If you wish to send items to different addresses please place a separate order for each item.
Do I have to sign for my parcel?
Yes, a signature is required for all parcel deliveries from Osprey Europe. If it’s convenient for you, consider having your parcel sent to your work address.
What happens if I am out when the carrier tries to deliver my parcel?
The carrier will try one further delivery to the address specified. If there is no-one available to sign for the parcel on the second occasion, the parcel will be taken to your local Post Office for collection. For customers outside of the UK, if there is no one available to sign the carrier will take the parcel to your local Post Office or depot. You will be left a card to inform you where to collect your parcel.
Do you deliver to BFPO addresses?
At this time, we don’t offer deliveries to BFPO addresses.
My order is being delivered to an address outside of the UK. Will I be charged import duty?
If you live in a country that is a member of the EU, then no import duty will need to be paid. If you live outside of the EU, then you will be liable for any local sales tax or import duty as we ship these countries on a DDU basis (Delivery Duty Unpaid).
Policies on customs do vary from country to country, so we recommend that you speak with your local customs office for specific information.
Osprey Europe can’t be held responsible for confiscation of any items by local customs authorities, and have no control over import charges and can’t confirm their costs. You’ll need to provide any required information to local authorities to ensure your parcel(s) are cleared.
My order has been delivered, but there are items missing.
We’re sorry that you have item(s) missing from your order, but please note that due to the size of our packs, purchases may be dispatched as two separate deliveries. We recommend reviewing your Order Confirmation email first as this will indicate the expected delivery date for each item. The next step would be to track your order online via the carrier’s website, where applicable. If you have checked both of these and you still believe that there are item(s) missing, please email us on firstname.lastname@example.org. Our opening hours are 8.30am to 5pm (UK time) Monday to Friday (excluding Bank Holidays in England).
Once I’ve placed my order, can I change the delivery address?
Unfortunately, we can’t change the delivery address once your order has been processed.
8. Returns and cancellations
Can I cancel or amend my order?
If you wish to cancel your order, please inform us in writing by emailing email@example.com, ensuring you quote your Order Number in all correspondence. Providing your order hasn’t yet been dispatched from our warehouse we’ll happily cancel it for you and process your refund. Once your order has been dispatched you’ll need to wait for it to arrive and then you can return for a refund – see below.
Unfortunately, we can’t amend your order once it’s been placed (e.g. change the colour or add another pack). If you change your mind, you’ll need to cancel your order and place another one.
What are my rights under the Consumer Protection Regulations?
Under the UK’s Consumer Protection Regulations, you have a number of ‘statutory’ or legal rights. One of these is the right to cancel your transaction and receive a full refund.
Your statutory cancellation right, otherwise known as a ‘cooling-off’ period, lasts for 14 working days starting the day after you receive your order. Note – we give you 30 days to return your order (or this may be longer during the Christmas period) – see below. You’re required to take reasonable care of the product and not use it whilst it’s in your possession. Until you are sure that you want to keep the products you have ordered, you must carefully handle the products only to the extent that you would handle them if you were looking at the products or carefully trying them on, in a shop in order to establish the nature, characteristics and functioning of the products, and you must not otherwise use them. Products must be returned to us in their original packaging, with all tags intact and in good, re-saleable condition and unused. This right to cancel does not apply to products which have been customised to your requirements, nor to enhanced delivery services (such as Timed next day delivery)
To exercise your statutory cancellation right please notify us in writing of your cancellation by emailing firstname.lastname@example.org quoting your Order Number.
For more information see below.
What is your policy on returns?
We want all of our customers to be 100% happy with their purchase. If for any reason you are not and wish to return a product to us, you can do so within 30 days of receiving it. All returned products must be returned unused, with all original packaging, labels & tags still attached.
Note – the rest of our returns policy still applies. We will not issue a refund for products customised to your requirements, nor if the product has been used, damaged or tampered with. This does not affect your statutory rights.
If you experience a problem with the product once you have used it, please contact our Guarantee Department for assistance.
How do I return a product?
You are responsible for paying for returns, unless there has been an error on our part or because the product is faulty, then we will cover reasonable postage costs which you incur in returning the item on receipt of evidence of these costs.
How do I return a product?
When returning the item(s), please provide us with all original packaging, tags & labels.
- Complete this form to tell us why you’re returning your item. If the product is damaged or faulty, clearly mark what the issues are and where there is damage.
- Put the item(s) you wish to return in a box taking care to protect the contents.
- Cut out the return label in the return form and attach to the box.
- Wrap the original packaging around the box and securely seal it. If the original packaging has been lost or damaged, please use alternative packaging to securely wrap the box.
- Take the wrapped parcel to your nearest Post Office. We strongly advise that you ask for Proof of Postage or a recorded-delivery service for your peace of mind, as all parcels are returned at your risk. We can’t accept liability for items that are lost in transit.
Until the products are returned to us, you must not use them and must take reasonable care of them and ensure that they are returned to us in a re-saleable condition.
Please note for Returns in the UK, the address is:
Paul Ponsonby c/o Expeditors
Unit 3 Hurricane Park
For Returns in the EU, the address is:
Osprey Europe Returns
FAO Returns Osprey
Katoen Natie Terminal GENK
Geleenlaan 23, 3600 Genk, Belgium
If you cancel (and where already delivered, return) your order in accordance with the above provisions we will (subject as stated below) refund to you:
- The purchase price for the item cancelled/returned
- The standard delivery charge for the item cancelled/returned. Note – where you ordered a number of items and only cancel/return some of them, delivery charges will not be refunded except for such part of the delivery charges that relate specifically to the items returned. Any extra charges for Express Delivery and gift wrapping will also not be refunded
When making a refund (other than a refund for a faulty product), we will deduct form the sum to be refunded any reduction in the value of the products returned caused by you using or handling the products beyond the way you would handle the products if you were looking at them in a shop in order to establish the nature, characteristics and functioning of the products.
Any refund issued under these provisions will be made, using the same means of payment as you used for your order, within 14 days of:
- Us receiving the products back; or
- (If earlier) you providing evidence that you have returned the products; or
- If you cancel before we dispatch the products, of you telling us that you want to cancel the order.
You will not incur any fees as a result of the refund but we will not make the refund until we have received the products back from you or you have supplied evidence of having sent the products, whichever is earliest.
If for any reason you suspect that your credit card has been used to make an inaccurate or incorrect transaction through this website, please advise us at the earliest opportunity by emailing our customer service team on email@example.com. We will investigate and arrange a refund as necessary.
I’ve received the wrong product in my order
We are sorry that this has happened. Please send us an email, quoting your Order Number to firstname.lastname@example.org or return the product to us for a refund, see return process above.
I’ve received a faulty item
We are sorry that this has happened, and we want you to be fully satisfied with your Osprey product. If you would like to report delivery of a faulty item, please see below or click here to be taken to our Guarantee page.
If you receive a product which is faulty, please contact our Customer Services Team as soon as possible. You can email us on email@example.com. If sending an email, please describe the issue and, if possible, attach a photo of the fault. Our opening hours are 8.30am to 5pm Monday to Friday (excluding Bank Holidays in England).
By law you are entitled to receive products which are as described, fit for purpose and of satisfactory quality and our aim is to make sure that you do.
You can find out about your rights as a consumer if you receive faulty goods at the Citizens Advice Bureau’s guidance The Consumer Rights Act 2015.
To get your product repaired or replaced, or to receive a refund, you will need to return it to us and our Customer Services Team will help you do this, either by emailing you a free returns label or by arranging collection.
Can I return an item to one of your dealers’ stores?
No. Any products bought from our website must be returned by post to us, using the returns label provided.
I’ve not received a full refund
When making a refund (other than if the product is faulty) we will deduct from the sum to be refunded any reduction in the value of the products returned caused by you using, wearing, or handling the products beyond the manner in which you would handle the products if you were looking at them, or trying them on, in a shop in order to establish the nature, characteristics and functioning of the products.
But we’re very sorry if we’ve made a mistake in refunding your order. Do please remember that in certain circumstances we do not refund the delivery charge and will make a deduction for any reduction in value caused by your use of the products – see Refunds. If you’ve received an incorrect refund, please contact our customer care team on firstname.lastname@example.org and they will do their best to resolve it quickly and efficiently.
Will you inform me once you’ve received my returned product(s)?
Yes, we will email you as soon as we have received your returned item(s). Please allow up to 10 days for us to receive your return from the day you posted it if you’re in the UK, or 21 days if you are returning items from outside the UK.
How quickly will my refund show on my account?
We aim to process all refunds within 5 working days of receipt of the returned product or if you cancel before we dispatch the products, of you telling us that you want to cancel your order, although during busy periods this may vary. If you paid by a card, please also allow up to an additional 5 working days for your bank to handle the credit and post it to your account. Osprey Europe has no control over this part of the refund process.
Note – we will not make the refund until we have received the products back or you have supplied evidence of having sent back the products, whichever is earliest.
Can my refund be processed to a different card or account?
Unfortunately, we can only process refunds by your original payment method, with the following exceptions:
- If the card you used for payment has expired
- The account that you made payment from no longer exists
I bought one of your products from one of your dealers’ stores and it’s faulty. Can I send it back to you for a refund?
No, please return the product to the store that you bought it from and they will handle the refund.
10. Customer Service/complaints
We hope that you are happy with your products and the service you receive, but should you have any queries or problems please contact our Customer Services Team on email@example.com.
We will try to resolve your complaint as quickly as possible but if we are unable to do so you may refer your complaint to an ADR (alternative dispute resolution) provider https://www.tradingstandards.uk/consumers/support-advice?qry=ADR and we will cooperate with the ADR provider in trying to find a mutually acceptable resolution.
Alternatively, you may refer the matter to the Online Dispute Resolution Platform with whom we will cooperate in trying to find a mutually acceptable resolution.