Osprey Europe Reviews 

Had an issue with buckle that needed replacing, spoke to Nay who was able to resolve the issue and get the correct part delivered to me.

Great service.

I have had great customer service from Nay at Osprey. I needed 2 bespoke extension straps made for an Osprey (modular) 55L backpack so it would be much easier to attach/detach the 15L backpack to the shoulder straps to the front. After using the enquiry form on the Osprey website (with photographs of my bag) explaining what I needed, they very quickly sent off the required parts.

Sent my pack back to Osprey for repair under lifetime guarantee. It got lost in Netherlands customs.
Nay, person at Osprey sorted it out and forwarded a replacement. My original pack had been all over the world in 8 years, a new one I did not expect, though the old has sentimental value.
Excellent service

I recently reached out to Osprey regarding an issue I needed help with, and I was fortunate enough to be assisted by Sara.
I am really glad Sara was the one who handled my request. She was incredibly polite, understanding, responsive, and efficient. Her replies were very quick, and she took the time to understand my situation and resolve the issue within just a few minutes.
It is not often that you come across customer service that is this attentive and genuinely helpful. Sara made the whole experience so easy and pleasant, and I really wanted to take the time to recognize her excellent service.
Thank you again, Sara. Osprey is lucky to have you!

Nearly three months after returning a product, I am still waiting for a refund. At first, the company alleged that the product in question had not been received, despite the fact that the tracking information showed that it had been signed for. Then, after I had raised a credit dispute with my bank, the company promised that a refund would be issued within five working days – only, surprise, it was not. I have now raised my second credit dispute and am waiting to hear back from my bank.

Although I cannot comment on the quality of the products, I would highly advise against ordering from Osprey Europe unless you are as certain as can be that the item/s is/are one/s that you will keep, to spare you the same inconvenience that I am suffering.

One of the buckles on my Daylite Plus snapped, so I reached out to customer support. Within a day, Nay got back to me asking for a couple of extra details to make sure they'd send the right replacement parts. I sent those over, and not long after I got word that the part was ready and on its way to me.
Honestly, the speed and friendliness of the support team caught me off guard. That kind of service feels rare these days. It's exactly why I'll keep choosing Osprey the next time I'm in the market for a new pack.

Great gear, backed by great support

I was stupid and ordered the wrong size of my backpack using a voucher. While entering the panic mode I also realised that I can't use the voucher again to just reorder the correct one. So panic mode level 2.

So I contacted the Osprey support and got Sara to help me. She was was like "chill bro, I got you". Long story short, she helped me out with everything and now I will have my backpack for my trip. I am very grateful for the awesome help. Best customer service, thank you Sara!!

Very high quality backpacks. I purchased one many years ago and had lots of use until it broke. I then claimed back on the All Mighty Guarantee and the staff were very helpful in organising a gift voucher for the replacement (since the original was out of production).
Sara was especially helpful via email.
I will continue with Osprey for a long time!

​Exceptional customer service from Osprey! I recently had to submit a warranty claim, and Nay handled everything flawlessly. My bag was replaced in record time with zero hassle. Osprey’s Mighty Guarantee is the real deal, and Nay made the whole process seamless. Highly recommended!

Nay was excellent to deal with, thank you so much!

I have several osprey bags, all great and have stood up well to a rough life! Sent my suitcase/rolling duffel off for warranty repair, Nay has been fantastically helpful in sorting replacement kit as repair wasn’t possible. Great products and great service, wonderful to see a company supporting their products and backing their warranty

I had a broken buckle on an old backpack and the problem was very easily solved by Nay. Thank you very much !

Thank to Nay for dealing with my request for a new buckle under the guarantee. No quibbles. Dealt with efficiently and I now have a new buckle on my ruck sack. It just keeps going. Thank you. Excellent service.

My beloved trolley had a broken wheel. Customer support (Nay) was extremely helpful. The whole process of ordering, receiving and fixing the wheel took about two weeks and was completely free of charge! This is excellent customer service and a sustainable approach! I will definitely buy Osprey products again!

I am writing this review, as 5 months after initially receiving confirmation under the Almightly Guarantee Scheme in March 2026, that my backpack would be exchanged, I had heard absolutely nothing back from Osprey and have lost my pack which i sent in, despite several follow up emails to repair centre over May/July and also to their customer services.
The Almighty Guarantee cannot be trusted according to my experience thus far (AMGK0088639).

P.S. 19/8/26 I am pleased to report that Osprey answered promptly when i contacted them through their webform on 11/8/26 (as opposed to my many unanswered emails before).
However, it seems my experience all relates to their communication set up, as team said they had not received my previous emails, even though i replied directly to them or used the customer service email on their website. My recent email reply on 12/8/26 was again not delivered to them, as can be seen by their response below.
So posted my reply into another webform, and the bag arrived 2 days later. Thank you Osprey for now sorting it so quickly. To everyone contacting them, use their webform, not the email address.

The support at osprey is very good and fast. Excellent support from Sara at Osprey.

The Osprey Sojourn 80l pack has a great set of reviews on its website (which influenced me to purchase). Although generally well made it has a major design flaw in the handle which led me to leaving a negative but legitimate review. Surprise, it's never been published. Which leads me to think that company as a whole is less than honest with all its website product reviews.

Ordered a Nebula Driftshade Timber Beige, the color was not as expected, different than pictured online (more towards the purple side instead of beige).

Not a problem, I'll just exchange I thought. Until you find out you are responsible for paying for returns. I ordered in NL, but returns have to go to Belgium, which results in me having to pay 24EUR shipping for a product that's not matching what's pictured on the website.

2 stars because the backpack itself is great, but I'd just order it elsewhere if I knew exchanging was this costly.

Great service from Nay, rucksack developed a fault and the All Mighty Garuntee meant a replacement one was provided. Excellent process and thanks Nay

An airline broke the chest strap on my 4-year old Osprey rucksack. Nobody here in Brno (CZ) knew how to fix it. No local repair shops, not even the outdoor shop where I bought it. I asked Osprey directly, and it was an amazing experience. A person called Nay sent me the strap right away, with multiple emails and even a video explaining how to attach it. Just perfect.