# Osprey EMEA > Osprey EMEA knowledge base – help articles and documentation. ## General - [Shipping and Tracking](https://help.osprey.com/en_gb/-H1H0020jn.md): When your order is dispatched from the warehouse you will receive an email notification which will include your tracking ID If your order has not arrived wit - [Where is my order?](https://help.osprey.com/en_gb/-ryyAuR0i3.md): Where is my order Our standard delivery is between 2 6 business days depending on the country to which the parcel is sent Please note that adverse weather - [What pack size should I buy?](https://help.osprey.com/en_gb/what-pack-size-should-i-buy-HJVgKARi3.md): What pack size should I buy We recommend using our manual pack sizing instructions to help determine your Osprey pack size Please see the links below MENS - [Interested in a product that is out of stock?](https://help.osprey.com/en_gb/-SJgmYC0i3.md): Interested in a product thats out of stock No problem Please open the webpage of the product you are interested in Here you will find a link that will dire - [How can I request a repair or spare part?](https://help.osprey.com/en_gb/-H1HSKR0oh.md): How can I request a repair or spare part If you would like to request a repair or spare part please follow the instructions on our Guarantee page To complete ## Delivery - [What are your delivery charges?](https://help.osprey.com/en_gb/what-are-your-delivery-charges-Bk5Dp9fkx.md): We are not able to offer Express Delivery at this time - [What happens if I’m not at home when delivery is attempted?](https://help.osprey.com/en_gb/-SJHP52As2.md): You should have received a shipping email containing a tracking number once your order was dispatched with which you will receive updates regarding the status - [I’ve given the wrong delivery address – what can I do?](https://help.osprey.com/en_gb/-HyqSq2Rj3.md): Please contact us as soon as possible by emailing our web support team at carecseuospreycom Please include your order number and correct address in your - [Shipping and Tracking](https://help.osprey.com/en_gb/-H1H0020jn.md): When your order is dispatched from the warehouse you will receive an email notification which will include your tracking ID If your order has not arrived wit - [Will you inform me when my order has been shipped?](https://help.osprey.com/en_gb/-BJUdgaCs2.md): Yes When your order has been processed and dispatched from our warehouse you will receive an email informing you that your parcel has been shipped You will a - [I've not received my tracking email](https://help.osprey.com/en_gb/i've-not-received-my-tracking-email-Skz2eT0i2.md): Please allow 48 hours for your order to be dispatched If you have not received a shipping email containing your tracking number after 48 hours please contact - [How long should I allow for my parcel to reach me?](https://help.osprey.com/en_gb/how-long-should-i-allow-for-my-parcel-to-reach-me-rJUQWaRo2.md): Our standard delivery time is between 2 6 business days depending on the country to which the parcel is being sent We make every effort to deliver products - [I don’t live in the UK, can I still order from your website?](https://help.osprey.com/en_gb/i-don't-live-in-the-uk-can-i-still-order-from-your-website-SJi_ZpRon.md): Yes we currently ship to Austria Belgium Denmark Czech Republic Finland France Germany Ireland Italy Luxembourg Netherlands Norway Poland Spain S - [Can you ship more than one order at the same time?](https://help.osprey.com/en_gb/-SJbL6TRs3.md): We cannot guarantee to ship separate orders at the same time depending on the product they may be processed at different times within our warehouse - [Do I have to sign for my parcel?](https://help.osprey.com/en_gb/-BkZSVCAo3.md): Yes a signature is required for all parcel deliveries from Osprey If it is convenient for you please consider having your parcel sent to your work address - [Do you deliver to BFPO addresses?](https://help.osprey.com/en_gb/-ryyuVRRj2.md): Currently we do not offer deliveries to BFPO addresses - [My order is being delivered to an address outside of the UK. Will I be charged import duty?](https://help.osprey.com/en_gb/-rymA4A0o2.md): 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 lo - [Once I have placed my order, can I change the delivery address?](https://help.osprey.com/en_gb/-Hk4bHACih.md): No we are unable to change the delivery address once the order has been processed However if you realize you have made a mistake which may prevent your parce - [My order has been delivered, but there are items missing](https://help.osprey.com/en_gb/-By_BrRAs2.md): We are sorry if you have missing items from your order however please note that due to the size of our packs some purchases may be dispatched as two separa - [Where is my order?](https://help.osprey.com/en_gb/-ryyAuR0i3.md): Where is my order Our standard delivery is between 2 6 business days depending on the country to which the parcel is sent Please note that adverse weather - [Delivery Times](https://help.osprey.com/en_gb/-SyauuBUT3.md): Search for your Postcode to find average delivery times by Area Our standard delivery is between 1 and 6 days depending on the country to which the parcel ## Returns - [Do you refund delivery charges?](https://help.osprey.com/en_gb/do-you-refund-delivery-charges-rkoZL0Coh.md): Delivery fees are only payable on orders of £5000 or less If you incur initial delivery charges and wish to cancel your order within the 7day coolingoff per - [I’ve not received a full refund](https://help.osprey.com/en_gb/-rJEDIACsh.md): We are terribly sorry if a mistake has been made when processing your refund Please email the Web Support Team on carecseuospreycom and they will - [How do I return a product?](https://help.osprey.com/en_gb/how-do-i-return-a-product-HyHOrARon.md): We offer a 30day returns period If your return complies with all statements in our Returns Policy we will be able to process a full refund for the items yo - [I returned my order, when should I expect a refund?](https://help.osprey.com/en_gb/-rkG6BCCjn.md): We aim to process all refunds within 14 working days although during busy periods this may vary If you paid by card please also allow up to an additional 5 w - [What is your policy on returns?](https://help.osprey.com/en_gb/-rydJLRRs2.md): We want all of our customers to be 100 happy with their purchase If for any reason you are not and wish to return a product to us you can do so within 30 day - [Do I have to pay for returning a product?](https://help.osprey.com/en_gb/-SJiXL00i2.md): Yes you the customer are responsible for covering any return costs incurred We recommend using a tracked service for this as we cannot take responsibility f - [Can I return an item to one of your retail partner stores?](https://help.osprey.com/en_gb/can-i-return-an-item-to-one-of-your-retail-partner-stores-BJqH8RCjh.md): No Any products purchased directly from our website must be returned to us via post using the returns label provided - [Will you inform me once you’ve received my returned product(s)?](https://help.osprey.com/en_gb/-BJNFL0Aih.md): The warehouse will inform the Web Support Team of your returned item within 48 hours of its arrival Thereafter we will process your return accordingly You wi - [How quickly will my refund show on my account?](https://help.osprey.com/en_gb/-Hk7jL00o2.md): We aim to process all refunds within 5 working days although during busy periods this may vary If you paid by card please also allow up to an additional 5 w - [Can my refund be processed to a different card or account?](https://help.osprey.com/en_gb/-SJx680Ci3.md): Unfortunately we can only issue refunds to your original payment method with the following exceptions 1 The card used for payment has expired 2 The accou ## Guarantee - [I bought one of your products from one of your dealers' stores and it is faulty. Can I send it back to you for a refund?](https://help.osprey.com/en_gb/-SynJPCCs2.md): No you must return the item to the original place of purchase I have received a promotional gift with purchase do I need to return this too Yes we requir - [Guarantee FAQs](https://help.osprey.com/en_gb/guarantee-faqs-r1OppbB6n.md): Im not in the UK How do I make a Guarantee claim If you are still in Europe please click here to visit the Guarantee page of our website and follow the i - [Guarantee Privacy Notice](https://help.osprey.com/en_gb/-SyL1SEkk6.md): Osprey Europe Ltd is aware of its obligations under the General Data Protection Regulation GDPR and is committed to processing your Guarantee Claim as secure - [Reservoir Warranty](https://help.osprey.com/en_gb/reservoir-warranty-Bk3gMI1fp.md): RESERVOIR WARRANTY NEED HELP WITH YOUR RESERVOIR We know that water is a critical resource to our outdoor adventures but only when it stays where it bel - [How do I find my Pack's PO number?](https://help.osprey.com/en_gb/-B1wOG8w1p.md): To find your Pack PO Number on your item please review the selection of videos below How to find the PO number on the soft flask The serial number can ## Order Issue - [How do I cancel my order?](https://help.osprey.com/en_gb/-BkbVdARo2.md): How do I cancel my order If you wish to cancel your order please contact us at your earliest convenience by emailing the Web Support Team on carecseuospr - [How do I amend my order?](https://help.osprey.com/en_gb/-BJN8dCAon.md): Unfortunately we are unable to amend orders If you have changed your mind about the colour size or model of pack or if you have simply made a mistake you w - [I have not received my order confirmation](https://help.osprey.com/en_gb/-B1QudA0jh.md): We are sorry to hear that you have not received your email confirmation Please check your spam and junk folder If you are still unable to locate your confirma - [No confirmation Email?](https://help.osprey.com/en_gb/-rJ_fMaARn.md): We are sorry to hear that you have not received your order confirmation please check your spam and junk folders before contacting us If you cannot locate your ## Account - [Creating or Managing your Account](https://help.osprey.com/en_gb/creating-or-managing-your-account-HJhO36Myye.md): Creating an Account By creating an account with our store you will be able to move through the checkout process much faster store multiple shipping addresse ## International Support - [International CS](https://help.osprey.com/en_gb/international-cs-SyYqvR0in.md): Osprey Packs US Phone 18662847830 Contact Us form link Contact Us Hours MF 8am 5pm MST Website wwwospreycom Osprey Canada 800 North P ## Checkout - [Checkout](https://help.osprey.com/en_gb/-HyUzPA0j2.md): Can I collect from one of your retailers or Osprey directly Currently we do not offer a clickandcollect service therefore your order cannot be collected f - [How do I order from your website?](https://help.osprey.com/en_gb/-BJVlGa003.md): Once you have found the product you want to buy and have selected the colour and or size you would like simply click the ADD TO BAG button The product wil - [How do I pay for my order?](https://help.osprey.com/en_gb/-rJRJ7aCA3.md): We accept Visa Mastercard Visa Debit Solo and Visa Electron cards You can also choose to pay via PayPal or Klarna Unfortunately we do not accept American - [My payment has been declined, what do I do?](https://help.osprey.com/en_gb/-H1KqQaAC2.md): 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 issu - [What is ‘Verified by Visa’ and MasterCard SecureCode?](https://help.osprey.com/en_gb/-Hk3TQTRR2.md): If you havent signed up for either scheme but your card is eligible then your card issuer may show you a form suggesting that you sign up You can register i - [If I add something to the ‘Shopping Bag’ – is it reserved?](https://help.osprey.com/en_gb/-H1caZTCR2.md): No until you proceed to checkout any item in your Shopping Bag will remain available for other customers to purchase If you have an account and are signed i ## FAQs - [Product Information, Availability, Sizing & Fitting](https://help.osprey.com/en_gb/-BkN9d0Cjn.md): Are your packs water resistant Our PFCfree Durable Water Repellent coating is not as longlasting as a fluorocarbon based coating and does not have the sam - [Guarantee FAQs](https://help.osprey.com/en_gb/guarantee-faqs-r1OppbB6n.md): Im not in the UK How do I make a Guarantee claim If you are still in Europe please click here to visit the Guarantee page of our website and follow the i - [General Website Queries](https://help.osprey.com/en_gb/-r1N7NELp2.md): How safe is your website Can I shop with confidence Our website complies with industry standards through SSL Secure Socket Layer encryption meaning per - [Browsing & Buying](https://help.osprey.com/en_gb/-HkE9P4Lp2.md): Id like to buy one of your packs but its currently out of stock Can you let me know when it becomes available Yes Youll find a link on the product de - [Registering & Account](https://help.osprey.com/en_gb/-HkNcwVL63.md): 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 - [Ordering](https://help.osprey.com/en_gb/-SkBLoV8p2.md): How do I order from your website Once youve found the product you want to buy and have selected the colour youd like simply click the Add to Bag butto - [Payments](https://help.osprey.com/en_gb/-rJrjnV862.md): 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 or Klarna Klarna onl - [Gift Cards](https://help.osprey.com/en_gb/-H1eLyrLT3.md): What if I dont use the entire balance of my Osprey Gift Card when shopping online If you dont spend the full value of the Gift Card the remaining credit - [Can I place an order over the telephone or through the Customer Services Team?](https://help.osprey.com/en_gb/-Byupz6RR2.md): No the team is unable to process payment and therefore we are unable to take orders over the telephone However you can make orders through our website pleas - [Who is responsible for the transaction through the website?](https://help.osprey.com/en_gb/-Bk6M7TRRh.md): We Osprey Europe are responsible for the website transaction When processing a transaction you will be referred to Braintrees our payment service provider - [When will I be charged for my order?](https://help.osprey.com/en_gb/-ryqSQpR0h.md): You will be charged as soon as your cardPayPalKlarna transaction is authorised and completes If we cant complete your order we will refund everything you h - [The payment screen has frozen, what has happened?](https://help.osprey.com/en_gb/the-payment-screen-has-frozen-what-has-happened-BylfEaCCh.md): In a small number of instances the payment screen may freeze due to an issue in connecting to your card issuers page to complete the additional Verified by V - [I suspect that someone has fraudulently used my card to order from your site.](https://help.osprey.com/en_gb/-SyNrEp0Ch.md): - [How to clean your Osprey backpack](https://help.osprey.com/en_gb/-rJcMeWtl6.md): The outdoors can be messy In this guide we look at how to clean your Osprey backpack in four simple steps Step One Preparation The first step in the