Every OSPREY LONDON product goes through a rigorous quality control procedure to help ensure your complete satisfaction with our product. It is the policy of OSPREY LONDON to ensure that all products supplied to our online customers arrive in perfect condition.
We select the leathers used for our accessories for their individual beauty, performance and feel. Each skin is unique, so any quirks are viewed as characteristic of leather's natural appeal. As with all natural materials, leather requires special care: please ensure that you follow the care recommendations provided with your product and listed on our website.
Your legal right to withdraw within 14 days (Consumer Contracts Regulations 2013)
In line with UK Consumer Contracts Regulations 2013 and EU distance selling regulations, UK and EU customers buying online have a right to withdraw from their contract within 14 days of receiving their goods and to receive a refund.
Should you, as a UK or EU customer, wish to withdraw from the contract of sale, please complete and return to us the Withdrawal Form sent out with your goods, ensuring all packaging is intact and ticketing is attached to the goods. We will issue a refund which includes the standard UK delivery cost of sending the goods to you, where this has been charged.
Please note that you are responsible for the cost of returning the goods to OSPREY LONDON Customer Services at the address set out below. Purchases may not be returned to stores.
Where we consider that your handling of the goods has led to a decrease in their value, we reserve the right to reduce the amount that we refund to you (up to the value of the goods) to recover that loss in value.
Your legal rights for faulty or misdescribed products purchased on or after 1st October 2015
In the unusual event that a product is faulty or misdescribed, you have certain legal rights including to claim a refund, replacement, repair and/or compensation. These are set out in summary below:
Summary of your key legal rights
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product, your legal rights entitle you to the following if your goods are faulty:
Up to 30 days from delivery: Goods should be returned to us at the address below with proof of purchase for a refund of the goods, our standard shipping cost to you (if charged) and your return postage.
Up to 6 months from delivery: Goods should be returned to us at the address below with proof of purchase for an exchange or repair. If your goods cannot be exchanged or repaired, a refund will be offered for the goods, our standard shipping cost to you (if charged) and your return postage.
Up to six years from delivery: If your goods do not last a reasonable length of time, you may be entitled to some money back. Please note that fair wear and tear is regarded as normal and is not viewed as a fault.
Your obligation when returning rejected products
If you wish to exercise your legal rights to reject faulty products, you must email firstname.lastname@example.org who will then send you a link to our returns postage label, with full instructions for returning safely to us. Please note that we will require the item to be returned with your proof of purchase which should be the original receipt or a copy of a bank or credit card statement. Products being returned remain your responsibility until they arrive with us, so we strongly recommend you use our prepaid postage label and obtain proof of postage or that they are sent using a trackable shipping method that covers the value of the item to:
PO Box 1292
Returns: our additional policy
We also allow you to return goods under this separate policy set out below. This offer is in addition to the legal rights set out above, and does not affect them.
Extended Christmas returns policy
Our extended Christmas returns policy is valid on online purchases made from 1st November – 21st December 2017. This means that you can return online purchases made during this period up until 8th January 2018 for refund in the following circumstances:
Returns: change of mind for items purchased 1st November – 21st December 2017 and returned up until 8th January 2018… Provided you are able to show us a receipt or proof of purchase such as a credit card receipt and the product has tags attached and is unworn/unused, you may return the item to our Customer Services address (see above) for full refund. Please note that you are responsible for the cost of returning the product to us.
Items purchased online outside of 1st November – 21st December 2107 period:
Returns: change of mind
After 14 days and up to 3 months from delivery. Provided that you are able to show a receipt or proof of purchase and the product has tags attached and is unworn/unused, you may return the item to our Customer Services address (see above) for an exchange or a credit note. Please note that you are responsible for the cost of returning the product to us.
Returns: unwanted gifts
Up to 3 months from purchase date. Provided that you are able to show a receipt or proof of purchase such as a credit card receipt and the product has tags attached and is unworn/unused, you may return the item to our Customer Services address (see above) for an exchange or a credit note. Please note that you are responsible for the cost of returning the product to us.
Returning a purchase that was part of a gift with purchase, multi-save or qualifying spend offer
- Should you wish to return an OSPREY LONDON purchase, you must also return any accompanying promotional offer gift, or we will be obliged to charge for the cost of the gift.
- Should you wish to return an item that forms part of a multi-save or qualifying spend offer, please note that we will be obliged to charge you the difference owing on the remaining items as you will no longer be eligible for the multi-save or qualifying spend discount.