Frequently Asked Questions

ACCESS SECONDLIFE

SecondLife Product & Order Queries

+ What is SecondLife?

SecondLife is our home for ex-sample and preloved, repaired packs available exclusively to Osprey Newsletter subscribers. Our European Guarantee team have lovingly restored all sorts of Osprey packs, providing an environmentally friendly way to get hold of some great SecondLife Osprey products.

Please be advised that all listed SecondLife products are for single items only and purchases of packs advertised in SecondLife fall outside of any other offers that are published on the main website, for example free shipping or Gift with Purchase promotions

+ How do I gain access to SecondLife?

SecondLife offers exclusive access to Osprey Newsletter Subscribers and Account Holders.

  1. Go to ospreyeurope.com/secondlife
  2. Login to an existing account OR create a new account and sign up to our Osprey Newsletter
  3. Browse and purchase SecondLife Osprey products

+ What do the SecondLife Product Conditions mean?

As SecondLife products come from ex-sample and repaired packs, we class SecondLife packs with three varying levels of conditions.

  • As New – A product which is in near-perfect condition
  • Excellent – A product which may have been lightly used. May be somewhat marked, or have discreet repairs
  • Good – A product which has been moderately used. May have visible repairs, marks or signs of wear

Due to the quantity of SecondLife listings we are unable to provide additional product information on a case by case basis.

+ How can I find out more about a specific SecondLife pack?

Other than the details listed with the individual SecondLife products, we’re unable to provide more information about the condition of the pack. The images associated with the items are of new packs and do not represent the condition of the specific items.

+ Is there a guarantee included with SecondLife products?

Our SecondLife Guarantee only covers defects in the way your pack has been built and is valid for 1 year from date of purchase. Should you need to make a claim please complete a Guarantee Claim Form detailing your order number, outlining the nature of the problem and including some photos to illustrate the defect.

+ How can I find out when a specific pack will be back in stock?

The products listed on SecondLife, while regularly updated, are sold on a first come, first served basis and are all subject to availability. There is only one unit available for each product listed.

+ What are your delivery charges?

All SecondLife orders include a Shipping & Handling fee. We currently only deliver to the countries specified in the table below.

DESTINATION DELIVERY CHARGE (Up to 6 business days) 
UK & Channel Islands £10.00
Germany € 12.00
France € 12.00
Spain € 20.00
Italy € 18.00
Austria € 15.00
Belgium € 15.00
Luxembourg € 22.00
Finland € 32.00
Ireland € 18.00
Netherlands € 15.00
Poland € 35.00
Denmark 85 DKK
Sweden 225 SEK
Norway 225 NOK
Switzerland 30 CHF

+ Can I put my pack in a washing machine?

It’s important to note that we do NOT advise machine washing your pack. This can be harmful to the structure and fabric of the pack. For more information on how to clean your Pack, please visit our Guide.

General Website Queries

+ How safe is your website?

Our website complies with industry standards through SSL (Secure Socket Layer) encryption, meaning personal information such as your name, address and password (if you have an account) are encrypted before they’re transferred from your computer to our website. You’ll also see a padlock symbol in your browser’s address bar that shows that the website is secure.

+ How do I get in touch with the SecondLife Customer Services Team?

Our SecondLife Customer Service Team is available between 8.30am and 5pm, Monday to Friday (excluding Bank Holidays in England). You can contact them by sending an email to secondlife@ospreyeurope.com.

If your enquiry is related to an order you have placed, please make sure you include your Order Number on the email you send or you quote it to the Customer Services Advisor so we can deal with it efficiently.

+ There seems to be some problems with your website.

If you’re having trouble using our website or paying for a pack you wish to buy, first see if you’ve installed the latest update to your operating system, browser or other software (e.g. Java). If you’re then still experiencing issues, please send an email to our Technical Team at technical@ospreyeurope.com including as much of the following information as you can:

  • Your operating system (e.g. Windows 8, Mac OS X)
  • The browser you’re using (e.g. Internet Explorer 9, Firefox, Safari etc.)
  • The page URL you were trying to access (e.g. https://www.ospreyeurope.com)
  • The date and time that you experienced the problem

If an error message appeared on the screen, it would really help if you could 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).

Registering & Account

+ I no longer have access to the email address I used to create my account. What should I do?

You can change the email address associated with your account by logging into your account with your current username and then editing this within your account settings.

+ Can I close my account?

Yes. If you would like to close your account, please email technical@ospreyeurope.com. Please note that if you have previously ordered online with us, we will retain your order details. By closing your account you will no longer be able to access SecondLife.

Returns

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Terms & Conditions

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