| ORDERS, DELIVERY & RETURNS |
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| FREQUENTLY ASKED QUESTIONS |
1: Do you sell gift certificates?
2: How do I place my first order?
3: How do I place my order if I'm an existing customer?
4: What should I do if I forget my password?
5: Why does your site use cookies?
6: How much does delivery cost?
7: Do you ship abroad?
8: How do I track my order?
9: How do I add to or change my order once it's submitted?
10: What is your returns policy?
1: Do you sell gift certificates?
A: Yes, although they are unique gift codes that your gift recipient can use against a purchase on our website rather than printed vouchers. They make the perfect gift and are really easy to send. Click through to buy.
2: How do I place my first order?
A: Placing an order at OSPREY LONDON is easy:
- Add an item to your basket by clicking the Add To Basket button.
- Review the contents of your basket by clicking the View Basket button.
- If you want to remove an item, click on the Remove icon to the left of the product description..
- When you're ready, click Proceed to Checkout.
- Now register and you will be given a unique user login and customer code that speeds up your order process and avoids retyping your details later.
- You will then be taken to the first page of the order form. Simply follow the instructions from there.
- When you are ready, click the Order Now button. We will send you a confirmation email to say that we have received your order.
- We will send you a second email when we ship your items to you.
3: How do I place my order if I'm an existing customer?
A: It's great to welcome you back!
- Add items to your shopping basket in the usual way and Proceed to Checkout.
- If you've registered with us before, you can use your email address and customer password before clicking the Login button.
This will speed up the order process.
- Simply follow the instructions on the order form.
- When you are ready, click the Order Now button. We will send you a confirmation email to say that we have received your order.
- We will send you a second email when we ship your items to you.
4: What should I do if I forget my password?
A: On the Forgotten Your Password page, enter your email and submit. We will then email you with your password information. Then simply follow the instructions in the email to change your password. Click here to go to the 'Forgotten your password' page.
5: Why does your site use cookies?
A: This site uses cookies to help us track your order. If you have your computer browser set to block all cookies, you can enable them by going to Tools > Internet Options > Privacy and setting the slider to 'Medium'.
6: How much does delivery cost?
A: We can offer you a range of delivery options and costs, but please be aware that all methods of delivery will require a signature:
- Standard UK delivery is FREE of charge for orders of £50 or over and takes 2-3 working days from dispatch.
- Standard UK delivery for orders of under £50 is £7.50 and takes 2-3 working days from dispatch.
- Express UK delivery is available for £15.00. To guarantee next day delivery, orders must be received by 10.30am .
Please note that because we use carriers to deliver your products, we cannot deliver to PO Box addresses.
7: Do you ship abroad?
A: At present we are able to deliver within the UK and Europe only. Delivery within the EU is £35, but please note that you will be responsible for any local import duties and taxes that may be charged. We have no control over these charges and cannot predict what they may be. When ordering from ospreylondon.com, you are considered the 'Importer of Record' and must comply with all laws and regulations of the country in which you are receiving the product.
If you would like more information on shipping, please email info@ospreylondon.com, stating the full delivery address.
8: How do I track my order?
A: Simply click on the My Account button and then login using your unique access codes. Then go to Review Previous Orders, where the status of your order will be shown.
9: How do I add to or change my order once it's submitted?
A: You can revise your order so that it's just the way you want it by telephoning on 01582 877205 or emailing us at info@ospreylondon.com . We'll be happy to assist you.
10: What is your returns policy?
A: Every OSPREY product goes through a rigorous quality control procedure to help ensure your complete satisfaction with our product. It is the policy of the OSPREY Graeme Ellisdon Ltd to ensure that all products supplied to our online customers arrive in perfect condition. Should the product not match your requirements on arrival or should you change your mind, and return the product to us in perfect condition within 14 days with all packaging and ticketing intact and attached, OSPREY Graeme Ellisdon Ltd will refund you in full excluding the delivery charge.
- Any promotional offers or gifts supplied with your order should be returned with any returned merchandise. Failure to return any promotional offers will result in additional costs being charged.
- Should you wish to return a product after 14 days, OSPREY Graeme Ellisdon Ltd will offer an online exchange or credit note valid on our website for up to 3 months from date of purchase provided you supply a receipt, proof of purchase and tags attached.
- An unwanted gift may only be returned to OSPREY Graeme Ellisdon Ltd online for up to 3 months from date of purchase with a gift receipt and tags attached for an exchange or credit note valid on our website.
- In the unlikely event that a product purchased online is faulty, please return it to us with a receipt or proof of purchase within 3 months of purchasing for a refund, exchange or credit note. After that time, an exchange or credit note may be offered with a receipt or proof of purchase.
- The cost of returning the product is the responsibility of the customer.
- This policy does not affect your UK Statutory Rights.
- OSPREY Graeme Ellisdon Ltd must be informed by email if you are returning a product for a refund, exchange or credit note. Please inform info@ospreylondon.com with the reason(s) for returning the product.
Returns must be sent (using a trackable shipping method that covers the
value of the item) to -
OSPREY LONDON
PO Box 1292
LUTON
LU1 9GF
- Please refer to our Terms and Conditions.
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Can't find the information you need? Please contact our customer service department below:
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