FAQ

ORDERS, DELIVERY & RETURNS 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 to view our gift certificates


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 box next to the product description and then click Recalculate.

  • 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 click 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 offer a range of options:

  • Standard UK delivery is FREE of charge for orders totalling £75 or more and takes 2-3 working days from dispatch.

 

  • Standard UK delivery for orders totalling £74.99 or less costs £7.50 and takes 2-3 working days from dispatch.

 

  • Express UK delivery is available for £15.00. Please note that our postal/courier service only offers Express UK delivery Monday-Friday. Please place your order by 10.30am, Monday – Thursday to guarantee next working day delivery. Orders placed by 10.30am on Fridays will be delivered on the following Monday, excluding Bank Holidays. Orders placed by this method over the weekend will be delivered on the following Tuesday (again, excluding Bank Holidays). 

 

  • European standard delivery is £35.

 

  • Rest of the world delivery: please contact our Customer Services team to discuss options by emailing customerservices@ospreylondon.com.

 

 

Please be aware that all methods of delivery will require a signature and because we use carriers to deliver your products, we cannot deliver to PO Box addresses.


We cannot be held liable for late delivery by third party postal/courier companies, so please order in plenty of time during busy gifting periods and especially during adverse weather conditions.

 

 


7: Do you ship abroad?

A: 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 to find out about delivery outside the EU, 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 customerservices@ospreylondon.com. We'll be happy to assist you.


10: What is your returns policy?

 

A: Please refer to our Terms and Conditions page.


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Can't find the information you need about a product? Please contact our customer service department below:


Customer Services

OSPREY LONDON

PO Box 1292

LUTON

LU1 9GF


t: 01582 877205 (9am - 5.30pm Mon-Fri, excluding Bank Holidays)
e: customerservices@ospreylondon.com
Osprey London