Frequently Asked Questions

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 Customer Services Team at Osprey Europe?

Our Customer Services Team is available between 8.30am and 5pm, Monday to Friday (excluding Bank Holidays in England). You can either call us on +44 (0)1202 946444 or send us an email to

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.

+ Where can I find my nearest Osprey-approved dealer?

Click here to view our list of dealers.

+ There seem 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 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.
  • 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).

+ Do you deliver to BFPO addresses?

At this time, we don’t offer deliveries to BFPO addresses.

Registering & Account

+ I’ve forgotten my username.

To log into your account use your email address as your username.

+ 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 Please note that if you have previously ordered online with us, we will retain your order details.

Osprey Apps

+ Can I download the Osprey Apps?

You can download either BikeLight or PackSizer Apps FREE by clicking on the links on the website. The most suitable packs for the BikeLight App are the Beta Port and Cyber Port pack. The PackSizer App measures your torso size, helping you to order the correct sized pack for maximum comfort.

If you have any issues using our apps please email with your contact details and details of your issue.

Gift Cards

+ How do I redeem my Osprey Gift Card?

  1. Shop at
  2. At Checkout, enter your unique Osprey Gift Card Code
  3. Click “Apply Gift Card” button

+ How do I check the balance of my Osprey Gift Card?

  1. Login to your Osprey Account in the top right-hand corner of the website
  2. Within “My Account”, click on Osprey Gift Card in the left-hand navigation
  3. Enter your unique Gift Card code into the field and click “Check Status & Balance” button

+ What if I don’t use the entire balance of my Osprey Gift Card when shopping online?

If you don’t spend the full value of the Gift Card in one transaction, the remaining credit can be spent by entering the same code again at the Checkout the next time you come to purchase on

+ My Osprey Gift Card isn’t being accepted. What do I do?

If you find that your Osprey Gift Card code is not accepted at Checkout, check the number you have entered and try again. If you continue to experience difficulties, email our Customer Service Team or call us on + 44 1202 946444, 8.30am – 5pm, Monday – Friday.

+ I’ve lost the Osprey Gift Card email containing my unique code. What do I do?

Don’t panic! If you accidentally delete your Gift Card email, please email our Customer Service Team or call us on +44 1202 946444, 8.30am – 5pm, Monday – Friday.

For more information, see our Terms & Conditions page.