Enjoy FREE UK delivery on all orders over £75

Terms and Conditions

Order information

In these Terms, OSPREY and OSPREY LONDON refers to brands, products and services owned by Graeme Ellisdon Limited, registered to Riverside House, 14 Prospect Place, Welwyn, Hertfordshire, AL6 9EN (please scroll down for correspondence and returns address), company registration number 03056677 (England & Wales), hereafter referred to as OSPREY LONDON. This website and its pages represent an invitation to treat. These terms apply to all orders placed and an agreement to sell you the product is made on the basis of these terms when we accept your order through this website.

The description of the product, the price, currency, insurance and delivery costs are set out on the order page.

General information

OSPREY LONDON continually aims to improve our products and so design changes may be made at any time. OSPREY LONDON will endeavour to keep this website up to date but information and designs provided on this website are for your information only and are subject to change without notice.

Any pictures on this website are as accurate as possible, but there are technical limitations and differences in screens/monitors, and due to the nature of the OSPREY LONDON products and the quality of the raw materials, slight variations in colour and texture must be expected.

OSPREY LONDON will endeavour to allow uninterrupted access to this website, but due to the nature of the Internet and other factors, access may be suspended, restricted or terminated at any time and without notice.

These terms will be governed by and construed in accordance with English law and you submit to the exclusive jurisdiction of the English courts.

Intellectual Property

The copyright, design rights, trade marks (whether registered or not), patents (whether registered or not) and any and all other intellectual property rights including the software, source code (the "Intellectual Property Rights") in material contained on this website, including without limitation any designs comprising the products or any part of them, are the property of OSPREY LONDON or its licensors and you have no rights, title or interest in the Intellectual Property Rights. No material on this website may be reproduced or redistributed without our prior written permission.

Liability

Except in respect of death or personal injury caused by OSPREY LONDON negligence, OSPREY LONDON shall not be liable to you for any loss or damage (such term to include without limitation economic loss, administrative and overhead costs, loss of profits (whether direct or indirect), business, contracts, revenues, goodwill, production and anticipated savings of every description, loss).

OSPREY LONDON shall not be liable to you by reason of any delay in performing, or any failure to perform, any obligations of OSPREY LONDON in relation to the product if the delay or failure was due to any cause beyond the reasonable control of OSPREY LONDON.

OSPREY LONDON's liability to you in all other instances shall not exceed the value of the product ordered by you.

Passwords

  • All emails shall be to the address you provide to us. Please inform us of any changes.
  • As part of good internet security, you are strongly advised to use a unique password on this - and every - website.
  • Your username and password are personal to you and should not be transferred. Any breach of security of a password or username must be notified to us immediately.

Placing an order

  • This service only applies to internet orders and is limited to the products on the website. For a wider selection of OSPREY LONDON products, please visit one of our retail stores.

Acceptance of your order

  • Orders are accepted at the discretion of OSPREY LONDON. If the product is available, if the order reflects correct current pricing, if you are based in a country to which OSPREY LONDON is able to sell and provided your credit or account card is legally registered to you and authorised for the transaction, the order will normally be accepted.
  • Should the above conditions not be met, OSPREY LONDON reserves the right not to fulfil your order and will refund any payment made. Please see the Payment section below
  • The price quoted to you at the time we confirm your order will remain valid for 14 days from that time, provided the correct price has been displayed. OSPREY LONDON will be unable to honour an incorrect price that has displayed due to either human or technical error. If the price changes in between that period and the delivery date, OSPREY LONDON will confirm the new price with you by e-mail before continuing.
  • OSPREY LONDON will confirm receipt of your order through the automatic screen acknowledgement. Please note that the order can only then be accepted provided the product is available, correctly priced and that you are in a country to which OSPREY LONDON is able to sell, and that your credit or account card is authorised for the transaction.

Payment

  • We will not ask you for any payment until OSPREY LONDON has ensured that all the products in your shopping basket have been accepted. OSPREY LONDON endeavours to offer a high level of security for payments and therefore your payment details are automatically encrypted when you enter them.
  • You can pay for your order using Visa, MasterCard, JCB, Delta, American Express, Switch and Solo cards and PayPal. (This section may need to be amended.). We reserve the right to refer any transaction to the bank against which a card is registered.
  • Please note that OSPREY LONDON does not currently accept credit cards registered to any bank outside the EU. Please call our Customer Service Team during office hours if you would like to discuss further.
  • All prices include VAT as applicable, and our VAT number is GB 657349109
  • All of your account information, user name, password, and other sensitive information is encrypted during payment and no payment details are stored on our website.

Promotional offers & discounts

  • All online promotional offers, discounts and gifts with purchase are limited to one per customer in a single online transaction while stocks last.
  • Customers are eligible to use only one promotional offer or discount at a time, unless specified otherwise in promotional materials.
  • Purchased products and promotional gifts to be sent to a single address: we are unable to send to different addresses.
  • 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.

Ownership

You will only own the product once it has been successfully delivered and when OSPREY LONDON has received payment in full. Until that time, OSPREY LONDON will own the product.

Delivery

Please be aware that all OSPREY LONDON delivery options require a signature.

UK:

  • 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).

EU:

  • European standard delivery within the EU is £35.

Rest of the world:

  • Rest of the world delivery: please contact our Customer Services team to discuss options by emailing customerservices@ospreylondon.com. Please remember to state the delivery address, country and area code.

We are unable to accept orders for delivery to PO Box addresses as our delivery companies always require a signature, for your security.

Please note that OSPREY LONDON cannot be held liable for non-receipt where the customer has entered into a private arrangement with a courier to leave goods without a signature.

OSPREY LONDON cannot be held liable for late delivery. OSPREY LONDON uses carefully selected third party courier companies for all deliveries and while they always endeavour to deliver within our deadlines, please note that external factors such as strikes and snow are beyond our control and may delay your orders. Please shop early.

Please email customerservices@ospreylondon.com if you have a special request regarding delivery. Please remember to state the delivery address, country and area code.

Customs information

When ordering products from ospreylondon.com for delivery overseas, you may be subject to import duties and taxes, which are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that 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.

Claims

OSPREY LONDON must be informed of any damage to the product within 48 hours of delivery by email to customerservices@ospreylondon.com quoting your unique order number. Please also contact our freight query department, by email, in the event of non-arrival, i.e. non-delivery after 7 days.

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 (unless you have used our prepaid postage label).

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 (unless you have used our prepaid postage label).

Up to 6 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 customerservices@ospreylondon.com 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:

  • Customer Services
  • OSPREY LONDON
  • PO Box 1292
  • LUTON
  • LU1 9GF

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.

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 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.

Online competitions: terms & conditions

  • Entrants must be over 18 years of age, residing in the UK or Europe.
  • Only one entry per household. Any entries found to be duplicates will deem all submissions from that entrant or household invalid.
  • No responsibility is accepted for any entry, which due to a technical error or any other reason, is not delivered or delayed.
  • The judges' decision in all matters is final and no correspondence will be entered into.
  • The prize/s are as stated and non-exchangeable or transferable. No cash or other alternative will be offered.
  • Prizewinners may be required to participate in future publicity and have their name and town of residence only published on the website or in an OSPREY LONDON e-newsletter.
  • Winners' names will be available by sending a stamped address envelope to OSPREY LONDON for a period of 4 weeks after the winner has been informed.
  • Any tax liabilities incurred through participation in the competition are the responsibility of the winners.
  • OSPREY LONDON reserves the right to withdraw or amend this competition in the event of any unforeseen circumstances outside its control.
  • OSPREY LONDON reserves the right to cancel, terminate or temporarily suspend this competition in the event of technical or other difficulties, with no liability to any entrants or the prizewinner.
  • The competition is not open to employees or associates of OSPREY LONDON.
  • By entering this competition, you automatically agree to these Terms and Condition