Frequently Asked Questions

General Website Queries

+ How safe is your website? Can I shop with confidence?

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. We do NOT store any payment details such as credit or debit card numbers on our systems, and all payment processing is provided in a secure environment by our payment partner, Sage Pay, who conform to all PCI DSS compliance standards.

+ 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 care@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.

+ Do you have a newsletter that I can sign up to?

Click on the ‘Subscribe to Osprey News’ link at the bottom of the page to subscribe to our newsletter and be kept up-to-date with new product launches, Athlete news and general information about Osprey Europe. If later you want to stop receiving the newsletter just click on the ‘unsubscribe from the list’ link at the bottom of the emails we send you.

+ 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 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).

Browsing & Buying

+ I’d like to buy one of your packs, but it’s currently out of stock. Can you let me know when it becomes available?

Yes. You’ll find a link on the product detail page that will allow you to enter your email address to be alerted when we receive more stock of the pack you’re after.

+ If I buy from this website, can I pick it up from one of your dealer's?

No. All orders placed on this website will be delivered to your chosen delivery address.

+ Can I come to your premises and pick up my order directly from you?

Unfortunately, we don’t have the facilities for this. All orders placed on this website will be delivered to your chosen delivery address.

+ If I add something to ‘My Bag’, does that mean it is reserved?

Until you proceed to Checkout, the pack will remain available for someone else to buy.

+ I added a pack to ‘My Bag’ but it’s now unavailable. Can you let me know when it becomes available?

Yes. You’ll find a link on the product detail page that will allow you to enter your email address to be alerted when we receive more stock of the pack you’re after.

+ I added a pack to ‘My Bag’ and it’s no longer there. What’s happened?

If you have an account with us and are signed in when you add the pack, then it will stay in ‘Shopping Bag’ for up to 4 weeks, but may become ‘out of stock’ during that time if the pack is bought by someone else. If you aren’t signed in to your account, the pack will only stay in ‘Shopping Bag’ for 1 hour.

Registering & Account

+ Do I need to create an account to buy from your website?

No, you can checkout using a guest account. However, registering with Osprey is a quick and simple process and has its benefits – see below.

+ What are the benefits of creating an account?

Once you’ve created an account, you can save packs you’re interested in to your ‘Wishlist’, view & track order statuses, create and store shipping addresses and manage newsletter preferences and account details.

+ 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.

+ I’ve forgotten my password. Can you help?

Yes, we can. Click here if you’ve forgotten your password and we’ll send you an email with a link to change it.

+ 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.

Ordering

+ How do I order from your website?

Once you’ve found the product you want to buy and have selected the colour you’d like, simply click the ‘Add to Bag’ button. The product will then be added to ‘Shopping Bag’: you’ll see the bag icon at the top right of the page and we’ll display the total number of products that have been added to ‘Shopping Bag’ alongside this icon. You can add multiple products to ‘Shopping Bag’ during your visit(s) and once you’re ready to place your order, click on ‘Checkout’ to start the ordering process.

If you’ve previously set up an account, then simply enter your log-in details, check your billing and delivery addresses are still correct, then proceed to payment.

If you’re a new customer, then you do not have to register with us to place an order. Just click on ‘new customer’ and complete your billing and delivery address details. If however you would like to create an account, simply tick the ‘create an account for later use’ box at the checkout. With an account you will be able to track your delivery and review previous orders.

+ How do I know that I’ve successfully placed an order?

Once you’ve been through the checkout process, you’ll see a screen that will confirm your order has been submitted and you’ll also be shown your Order Number. You will receive a confirmation email containing the same information: please check your inbox and also your junk/spam folder. Order emails will be sent from ‘care@ospreyeurope.com’. If you don’t receive your confirmation email, please contact our Customer Services Team.

+ Can I place my order through your Customer Services Team?

Our Customer Services Team is only available to help with queries. You can either buy directly from this website, or you can visit your local Osprey stockist.

+ Do you provide a gift-wrapping service?

Unfortunately we don’t offer a gift-wrapping service at this time.

Payments

+ How do I pay for my order?

We accept Visa, Mastercard, Visa Debit, Solo and Visa Electron cards. You can also choose to pay via PayPal. We can’t accept payment by cheque.

+ Who is responsible for the transaction through the website?

We, Osprey Europe are responsible for the website transaction. When processing a transaction you’ll be referred to Sage Pay’s (our payment service provider) secure payment page, which is indicated by the https at the beginning of the URL (SSL).

+ When will I be charged for my order?

You will be charged as soon as your card or PayPal transaction is authorised and completes.

If we can’t complete your order, we’ll refund all sums you have paid.

In case of query, please call +44 (0)1202 946444 (Monday to Friday, 8.30am to 5.00pm (UK time) excluding bank holidays in England), quoting your order reference number.

+ I’m having problems with making a payment. What should I do?

If you are having problems making a payment using the site, please call +44 (0)1202 946444 (Monday to Friday, 8.30am to 5.00pm (UK time) excluding bank holidays in England). Please note, whilst we are responsible for the transaction, this is an area over which we have very little control.

+ My payment has been declined. What do I do?

The first thing to check is that you entered all of your card details correctly, and that the billing address you entered matches the address that your card issuer/PayPal holds for your account. If the problem still persists, then we recommend that you contact your card issuer/PayPal. Please note, this is an area over which we have very little control.

+ What are ‘Verified by Visa’ and MasterCard SecureCode?

These are both schemes deployed by card issuers to combat online fraud. If you’ve signed up to either Verified by Visa or MasterCard SecureCode then a form will appear after you’ve entered your card details asking you to enter the password that you have registered.

If you haven’t signed up to either scheme, but your card is eligible, then your card issuer may show you a form suggesting that you sign up. You are able to register immediately or indicate that you wish to do so at a later date. To find out more about these schemes, please visit Verified by Visa or MasterCard SecureCode.

+ The payment screen has frozen. What has happened?

In a small number of instances the payment screen may freeze due to an issue in connecting to your card issuer’s page to complete the additional ‘Verified by Visa’ or ‘MasterCard SecureCode’ security checks. This is almost certainly due to the preferences set within your browser. We suggest you try to process the transaction using another browser (for example use Firefox instead of Internet Explorer). If the problem still persists, please email technical@ospreyeurope.com with your contact details and as much of the following as possible:

  • 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 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)

+ I've tried to place an order but haven’t had an order confirmation email, but money has left my account. What has happened?

First check your email spam folder. The confirmation email will have been sent from orders@ospreyeurope.com. If you still can’t see your order confirmation email, please contact our Customer Services Team who will check to see if your order has been placed on our system. If you failed to reach the order confirmation screen it’s unlikely that your order was successful. However, if money has left your account, please be assured that it will be returned by your card issuer or PayPal. Osprey Europe will only keep a payment once an Order Number has been issued, and the items purchased have been dispatched.

+ I suspect that someone has fraudulently used my card to order from your site.

Please advise both us and your credit card company at the earliest opportunity.

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 technical@ospreyeurope.com with your contact details and details of your issue.

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