Provisions which apply when you order products from our website
+ 1. Orders
1.1. All orders for products are subject to availability and we reserve the right to refuse to supply to any individual or company.
1.2. Your submission of an order represents an offer to purchase the products indicated by you and is not binding on us until we have accepted your order. This means that if a product is shown on our site but is not available or is incorrectly priced or otherwise incorrectly described or if we are unable to arrange delivery to your address or wish to decline your order for any reason, we won’t be obliged to sell you that product in which case we will let you know and will not charge you for the product.
1.3. Shortly after we receive your order, we will acknowledge it by email, detailing the products you have ordered. This email is issued automatically and doesn’t mean that your order is accepted.
1.4. Acceptance of your order for a product and completion of the contract between you and us will take place when we dispatch the product to you. Any products on the same order which we have not dispatched to you don’t form part of that contract.
1.5. You are responsible for ensuring the accuracy of the details provided on the order form.
1.6. You are only eligible to purchase 2 units of SecondLife products per month. The allowance of stock refreshes 1 month from the point each unit is purchased.
1.7. You cannot purchase SecondLife and ospreyeurope.com full price catalogue products in the same order.
1.8. Osprey Gift Cards can only be used to purchase ospreyeurope.com full price catalogue products and cannot be used to purchase SecondLife products.
+ 2. Price
The price you pay is the price displayed on our site at the time we receive your order apart from where an error has occurred in displaying the price. Whilst we do our best to ensure that all prices on our site are accurate, errors may occur. If we discover an error in the price of products you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the products, you will receive a full refund. Prices displayed include VAT where applicable.
+ 3. Product details
3.1 All SecondLife Product Conditions and subsequent descriptions as indicated on the SecondLife catalogue are representational of the individual pack listing and every effort has been made to make sure they are as accurate as possible.
3.2 Our SecondLife products are described in 3 different Product 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.
3.3 All SecondLife products are marked with ‘SL’ or ‘Demo SL’ for Guarantee purposes.
+ 4. Payment
How can 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.
By placing an order, you consent to payment being charged to your debit or credit card or PayPal account as provided on the order form.
If we can’t complete your order, we’ll refund all sums you have paid.
In case of query, please email email@example.com (office hours are 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 email firstname.lastname@example.org (office hours are 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’s 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 email@example.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 11, 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, although money has left my account. What has happened?
First check your email spam folder. The confirmation email will have been sent from firstname.lastname@example.org. 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.
Can I use an Osprey Gift Card to pay for my SecondLife order?
Osprey Gift Cards can only be used to purchase ospreyeurope.com full price catalogue products and cannot be used to purchase SecondLife products.
+ 5. Deliveries
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|
Will you inform me when my order has been shipped?
Yes. When your order is processed and dispatched from our warehouse, you will receive an email informing you that your parcel has been shipped. You may also be able to track the delivery of your order via our carrier’s website (dependent upon the country we’re shipping to). You can also log in to ‘My Account’ to retrieve this information.
How long should I allow for my parcel to reach me?
Our standard delivery is up to 6 working days, depending on the country to which the parcel is sent. Please note that adverse weather conditions and other circumstances beyond our control can seriously impact these delivery times.
We make every effort to deliver products within the above timescales, however delays are occasionally inevitable. If you don’t receive your goods within the time quoted above, please contact customer services by emailing email@example.com. If we fail to deliver your order within 30 days we’ll notify you of the reason for the delay and you may cancel your order and we will provide you with a refund for the products not delivered. We will have no other liability to you in the event of delay in delivery.
I don’t live in the UK, can I still order from your website?
We currently only ship SecondLife products the UK, Denmark, Finland, Ireland, Netherlands, Poland, Germany, Austria, France, Belgium, Luxembourg, Spain, Italy, Norway, Sweden and Switzerland.
Can you ship more than one order at the same time?
Unfortunately, we don’t have the facilities for this. All orders placed on this website will be delivered to your chosen delivery address.
Can you ship different items from the same order to different addresses?
Unfortunately not. If you wish to send items to different addresses please place a separate order for each item.
Do I have to sign for my parcel?
Yes, a signature is required for all parcel deliveries from Osprey Europe. If it’s convenient for you, consider having your parcel sent to your work address.
What happens if I am out when the carrier tries to deliver my parcel?
The carrier will try one further delivery to the address specified. If there is no-one available to sign for the parcel on the second occasion, the parcel will be taken to your local Post Office for collection. For customers outside of the UK, if there is no one available to sign the carrier will take the parcel to your local Post Office or depot. You will be left a card to inform you where to collect your parcel.
Do you deliver to BFPO addresses?
At this time, we don’t offer deliveries to BFPO addresses.
My order is being delivered to an address outside of the UK. Will I be charged import duty?
If you live in a country that is a member of the EU, then no import duty will need to be paid. If you live outside of the EU, then you will be liable for any local sales tax or import duty as we ship these countries on a DDU basis (Delivery Duty Unpaid).
Policies on customs do vary from country to country, so we recommend that you speak with your local customs office for specific information.
Osprey Europe can’t be held responsible for confiscation of any items by local customs authorities, and have no control over import charges and can’t confirm their costs. You’ll need to provide any required information to local authorities to ensure your parcel(s) are cleared.
My order has been delivered, but there are items missing.
We’re sorry that you have item(s) missing from your order, but please note that due to the size of our packs, purchases may be dispatched as two separate deliveries. We recommend reviewing your Order Confirmation email first as this will indicate the expected delivery date for each item. The next step would be to track your order online via the carrier’s website, where applicable. If you have checked both of these and you still believe that there are item(s) missing, please contact our Customer Services team by emailing firstname.lastname@example.org. Our opening hours are 8.30am to 5pm (UK time) Monday to Friday (excluding Bank Holidays in England).
Once I’ve placed my order, can I change the delivery address?
Unfortunately, we can’t change the delivery address once your order has been processed.
+ 6. Returns and cancellations
Can I cancel or amend my order?
If you wish to cancel your order, please inform us in writing by emailing email@example.com, ensuring you quote your Order Number in all correspondence. Providing your order hasn’t yet been dispatched from our warehouse we’ll happily cancel it for you and process your refund. Once your order has been dispatched you’ll need to wait for it to arrive and then you can return for a refund – see below.
Unfortunately, we can’t amend your order once it’s been placed (e.g. change the colour or add another pack). If you change your mind, you’ll need to cancel your order and place another one.
What are my rights under the Consumer Protection Regulations?
Under the UK’s Consumer Protection Regulations, you have a number of ‘statutory’ or legal rights. One of these is the right to cancel your transaction and receive a full refund.
Your statutory cancellation right, otherwise known as a ‘cooling-off’ period, lasts for 14 working days starting the day after you receive your order. Note – we give you 14 days to return your order – see below. You’re required to take reasonable care of the product and not use it whilst it’s in your possession. Until you are sure that you want to keep the products you have ordered, you must carefully handle the products only to the extent that you would handle them if you were looking at the products or carefully trying them on, in a shop in order to establish the nature, characteristics and functioning of the products, and you must not otherwise use them. Products must be returned to us in good, re-saleable condition. This right to cancel does not apply to products which have been customised to your requirements, nor to enhanced delivery services (such as Timed next day delivery)
To exercise your statutory cancellation right please notify us in writing of your cancellation by emailing firstname.lastname@example.org quoting your Order Number.
For more information see below.
What is your policy on returns?
We want all of our customers to be 100% happy with their purchase. Except where we have customised a product to your requirements, if you need to return an unused item to us, you can do so within 14 days of receiving it. The returned items must be returned unused and with all original packaging, tags & labels.
Note – we won’t issue a refund for products customised to your requirements (unless they are faulty) nor if the product has been used, damaged or tampered with. This does not affect your statutory rights.
If you experience a problem with your product once you have used it please see our SecondLife Guarantee page and Returns section if products are faulty.
Do I have to pay for returning a product?
You are responsible for paying for returns, unless there has been an error on our part or because the product is faulty, then we will cover reasonable postage costs which you incur in returning the item on receipt of evidence of these costs.
How do I return a product?
When returning the item(s), please provide us with all original packaging, tags & labels where appropriate.
- Complete this form to tell us why you’re returning your item. If the product is damaged or faulty, clearly mark what the issues are and where there is damage.
- Put the item(s) you wish to return in a box taking care to protect the contents.
- Cut out the return label in the return form and attach to the box.
- Wrap the original packaging around the box and securely seal it. If the original packaging has been lost or damaged, please use alternative packaging to securely wrap the box.
- Take the wrapped parcel to your nearest Post Office. We strongly advise that you ask for Proof of Postage or a recorded-delivery service for your peace of mind, as all parcels are returned at your risk. We can’t accept liability for items that are lost in transit.
Until the products are returned to us, you must not use them and must take reasonable care of them and ensure that they are returned to us in a re-saleable condition.
Please note the address to return items is:
Osprey Europe Limited
+ 7. Refunds
If you cancel (and where already delivered, return) your order in accordance with the above provisions we will (subject as stated below) refund to you:-
- The purchase price for the item cancelled/returned
- The standard delivery charge for the item cancelled/returned. Note – where you ordered a number of items and only cancel/return some of them, delivery charges will not be refunded except for such part of the delivery charges that relate specifically to the items returned. Any extra charges for Express Delivery and gift wrapping will also not be refunded
When making a refund (other than a refund for a faulty product), we will deduct from the sum to be refunded any reduction in the value of the products returned caused by you using or handling the products beyond the manner in which you would handle the products if you were looking at them in a shop in order to establish the nature, characteristics and functioning of the products.
Any refund issued under these provisions will be made, using the same means of payment as you used for your order, within 14 days of us receiving the products back.
You will not incur any fees as a result of the refund but we will not make the refund until we have received the products back from you or you have supplied evidence of having sent the products, whichever is earliest.
If for any reason you suspect that your credit card has been used to make an inaccurate or incorrect transaction through this website, please advise us at the earliest opportunity by emailing our SecondLife Team (email@example.com). We will investigate and arrange a refund as necessary.
I’ve received the wrong product in my order
We’re really sorry that this has happened. Please contact our SecondLife Team by emailing firstname.lastname@example.org or return the product to us for a refund, see return process above. Our opening hours are 8.30am to 5pm Monday to Friday (excluding Bank Holidays in England)
I’ve received a faulty item
We’re really sorry that this has happened, and we want you to be fully satisfied with your Osprey product. If you would like to report delivery of a faulty item, please see below or click here to be taken to our Guarantee page.
If you receive a product which is faulty, please contact our Customer Services Team as soon as possible. You can email them on email@example.com. Our opening hours are 8.30am to 5pm Monday to Friday (excluding Bank Holidays in England).
By law you are entitled to receive products which are as described, fit for purpose and of satisfactory quality and our aim is to make sure that you do.
You can find out about your rights as a consumer if you receive faulty goods at the Citizens Advice Bureau’s guidance The Consumer Rights Act 2015.
To get your product repaired or replaced, or to receive a refund, you will need to return it to us and our SecondLife Team will help you do this, either by emailing you a free returns label or by arranging collection.
Can I return an item to one of your dealers’ stores?
No. Any products bought from our website must be returned by post to us, using the returns label provided.
I’ve not received a full refund
When making a refund (other than if the product is faulty) we will deduct from the sum to be refunded any reduction in the value of the products returned caused by you using, wearing or handling the products beyond the manner in which you would handle the products if you were looking at them, or trying them on, in a shop in order to establish the nature, characteristics and functioning of the products.
But we’re very sorry if we’ve made a mistake in refunding your order. Do please remember that in certain circumstances we do not refund the delivery charge and will make a deduction for any reduction in value caused by your use of the products – see Refunds. In the event that you’ve received an incorrect refund, please contact our SecondLife Team by emailing firstname.lastname@example.org who will do their best to resolve it quickly and efficiently.
Will you inform me once you’ve received my returned product(s)?
Yes, we will email you as soon as we have received your returned item(s). Please allow up to 10 days for us to receive your return from the day you posted it if you’re in the UK, or 21 days if you are returning items from outside the UK.
How quickly will my refund show on my account?
We aim to process all refunds within 5 working days of receipt of the returned product or if you cancel before we dispatch the products, of you telling us that you want to cancel your order, although during busy periods this may vary. If you paid by a card, please also allow up to an additional 5 working days for your bank to handle the credit and post it to your account. Osprey Europe has no control over this part of the refund process.
Note – we will not make the refund until we have received the products back from you.
Can my refund be processed to a different card or account?
We can only process refunds by your original payment method, with the following exceptions:
- If the card you used for payment has expired
- The account that you made payment from no longer exists
+ 8. Guarantee
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 damage.