# osprey-emea-sandbox > osprey-emea-sandbox knowledge base – help articles and documentation. ## General - [Where is my order?](https://osprey-emea-sandbox.kustomer.support/en_us/where-is-my-order-HJ_gcJ4rn.md): If your order has not arrived within 26 working days there may be an issue with your delivery Please check your tracking information as this may provide any - [What pack size should I buy?](https://osprey-emea-sandbox.kustomer.support/en_us/what-pack-size-should-i-buy-SkX9V4UI2.md): What pack size should I buy We recommend using our Pack Sizing instructions to help determine your Osprey pack size Please see the links below - [Interested in a product that is out of stock?](https://osprey-emea-sandbox.kustomer.support/en_us/interested-in-a-product-that-s-out-of-stock-rkvgHVIU2.md): Interested in a product thats out of stock Thats great Please open the webpage for the product youre interested in Here youll find a link that w - [How can I request a repair or spare part?](https://osprey-emea-sandbox.kustomer.support/en_us/how-can-i-request-a-repair-or-spare-part-HJKVr4IUh.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 Ple ## Delivery - [What are your delivery charges?](https://osprey-emea-sandbox.kustomer.support/en_us/what-are-your-delivery-charges-By6pxREQkg.md): We are not able to offer Express Delivery at this time - [I’ve given the wrong delivery address – what can I do?](https://osprey-emea-sandbox.kustomer.support/en_us/i-ve-given-the-wrong-delivery-address-what-can-i-do-Sy9MtkVB3.md): Please contact us at your earliest convenience by emailing our Web Support team at careospreyeuropecom Please quote your order number and correct address in - [What happens if I’m not at home when delivery is attempted?](https://osprey-emea-sandbox.kustomer.support/en_us/what-happens-if-i-m-not-at-home-when-delivery-is-attempted-ryoqFkNS3.md): Please contact us at your earliest convenience by emailing our Web Support team at careospreyeuropecom Please quote your order number and correct address i - [Where is my order?](https://osprey-emea-sandbox.kustomer.support/en_us/where-is-my-order-HJ_gcJ4rn.md): If your order has not arrived within 26 working days there may be an issue with your delivery Please check your tracking information as this may provide any - [Will you inform me when my order has been shipped?](https://osprey-emea-sandbox.kustomer.support/en_us/will-you-inform-me-when-my-order-has-been-shipped-BJGH5kNB3.md): 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 - [I've not received my tracking email](https://osprey-emea-sandbox.kustomer.support/en_us/i-ve-not-received-my-tracking-email-B1m551Er3.md): Please allow 48 hours for your order to be dispatched If you have not received a shipping email containing your tracking number within 48 hours please contact - [How long should I allow for my parcel to reach me?](https://osprey-emea-sandbox.kustomer.support/en_us/how-long-should-i-allow-for-my-parcel-to-reach-me-rJq7R1EHn.md): Our standard delivery is between 2 and 6 days depending on the country to which the parcel is sent Please note that adverse weather conditions can seriously i - [I don’t live in the UK, can I still order from your website?](https://osprey-emea-sandbox.kustomer.support/en_us/i-don-t-live-in-the-uk-can-i-still-order-from-your-website-r1W80kESh.md): Yes we ship to Austria Belgium Denmark Finland France Germany Ireland Italy Luxembourg Netherlands Norway Poland Spain Sweden Switzerland and the - [Can you ship more than one order at the same time?](https://osprey-emea-sandbox.kustomer.support/en_us/can-you-ship-more-than-one-order-at-the-same-time-BJ1O01NS2.md): We cannot guarantee to ship separate orders at the same time as they may be processed at different times within our warehouse - [Can you ship different items from the same order to different addresses?](https://osprey-emea-sandbox.kustomer.support/en_us/can-you-ship-different-items-from-the-same-order-to-different-addresses-BkvoAyVH3.md): No we dont have the facilities for this All orders placed on this website will be delivered to your chosen delivery address - [Do I have to sign for my parcel?](https://osprey-emea-sandbox.kustomer.support/en_us/do-i-have-to-sign-for-my-parcel-HkFCCyVr2.md): Yes a signature is required for all parcel deliveries from Osprey Europe If its convenient for you consider having your parcel sent to your work address - [Do you deliver to BFPO addresses?](https://osprey-emea-sandbox.kustomer.support/en_us/do-you-deliver-to-bfpo-addresses-Hyr0kgVBn.md): At this time 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://osprey-emea-sandbox.kustomer.support/en_us/my-order-is-being-delivered-to-an-address-outside-of-the-uk-will-i-be-charged-import-duty-B1FlxgNB3.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://osprey-emea-sandbox.kustomer.support/en_us/once-i-have-placed-my-order-can-i-change-the-delivery-address-Hyi7xe4Hn.md): No we are unable to change the delivery address once the order has been processed - [My order has been delivered, but there are items missing](https://osprey-emea-sandbox.kustomer.support/en_us/my-order-has-been-delivered-but-there-are-items-missing-B1LYxxVrh.md): Were sorry that you have missing items from your order however please note that due to the size of our packs purchases may be dispatched as two separate - [Delivery Times](https://osprey-emea-sandbox.kustomer.support/en_us/delivery-times-BkJcOo7T2.md): Martin to insert ## Returns - [I returned my order, when should I expect a refund?](https://osprey-emea-sandbox.kustomer.support/en_us/i-returned-my-order-when-should-i-expect-a-refund-B1LQl4Bn.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://osprey-emea-sandbox.kustomer.support/en_us/what-is-your-policy-on-returns-S14ImgVSh.md): Here at Osprey Europe we strive for all customers to be entirely satisfied with their purchase However if you do need to return an item to us you can do so - [Do you refund delivery charges?](https://osprey-emea-sandbox.kustomer.support/en_us/do-you-refund-delivery-charges-HkuoXgNrh.md): We do not offer a free delivery service for orders under £5000 and hence there is a shipping handling fee Therefore if you do incur initial delivery charg - [Do I have to pay for returning a product?](https://osprey-emea-sandbox.kustomer.support/en_us/do-i-have-to-pay-for-returning-a-product-rk8SNe4Hh.md): Yes you are responsible for covering any return costs incurred and we recommend using a Tracked service for this as we cannot take responsibility for untracked - [Can I return an item to one of your retail partner stores?](https://osprey-emea-sandbox.kustomer.support/en_us/can-i-return-an-item-to-one-of-your-dealers-stores-ByZkWt4Sn.md): No Any products purchased directly from our website must be returned to us via post using the returns label provided - [I’ve not received a full refund](https://osprey-emea-sandbox.kustomer.support/en_us/i-ve-not-received-a-full-refund-HyEYZtErn.md): We are terribly sorry if a mistake has been made in the processing of your refund Please remember that we do not reimburse incurred return costs However if y - [Will you inform me once you’ve received my returned product(s)?](https://osprey-emea-sandbox.kustomer.support/en_us/will-you-inform-me-once-you-ve-received-my-returned-product-s-SyFiFES2.md): The warehouse will inform our team of your returned item within 48 hours of its arrival Thereafter we will process your return accordingly You will subsequen - [How quickly will my refund show on my account?](https://osprey-emea-sandbox.kustomer.support/en_us/how-quickly-will-my-refund-show-on-my-account-rkfRZK4Sn.md): We aim to process all refunds within 5 working days although during busy periods this may vary If you paid by a card please also allow up to an additional 5 - [Can my refund be processed to a different card or account?](https://osprey-emea-sandbox.kustomer.support/en_us/can-my-refund-be-processed-to-a-different-card-or-account-By2zGKVH3.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 a - [How do I return a product?](https://osprey-emea-sandbox.kustomer.support/en_us/how-do-i-return-a-product-H1b_Ge4rh.md): We offer a 30 day 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 ## 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://osprey-emea-sandbox.kustomer.support/en_us/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-HkVSGYNH2.md): No you must return the item to the original place of purchase - [Guarantee](https://osprey-emea-sandbox.kustomer.support/en_us/guarantee-r1jHWrHn.md): Im not in the UK How do I make a Guarantee claim If you are still in Europe visit the Guarantee page of our website and follow the instructions - [Guarantee Privacy Notice](https://osprey-emea-sandbox.kustomer.support/en_us/guarantee-privacy-notice-B1DQlhm63.md): - [How do I find my Pack's PO number?](https://osprey-emea-sandbox.kustomer.support/en_us/how-to-find-the-po-number-on-your-pack-SJwPJBYUT.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 How to find the ## Order Issue - [How do I cancel my order?](https://osprey-emea-sandbox.kustomer.support/en_us/how-do-i-cancel-my-order-r1RULGBBh.md): How do I cancel my order If you wish to cancel your order please contact us at your earliest convenience by emailing careospreyeuropecom quoting your - [How do I amend my order?](https://osprey-emea-sandbox.kustomer.support/en_us/how-do-i-amend-my-order-S16hIzBH2.md): Unfortunately we are not able to amend orders So if youve changed your mind about the coloursize or pack or if youve made a mistake you will need to con - [I have not received my order confirmation](https://osprey-emea-sandbox.kustomer.support/en_us/i-have-not-received-my-order-confirmation-S1BBeVHUh.md): Were 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 confirmat ## Account - [Creating or Managing your Account](https://osprey-emea-sandbox.kustomer.support/en_us/creating-or-managing-your-account-BkcXWSBn.md): Creating an Account By creating an account with our store you will be able to move through the checkout process faster store multiple shipping addresses ## International Support - [International CS](https://osprey-emea-sandbox.kustomer.support/en_us/international-cs-rkP1MWSr3.md): Osprey South Africa Address Adventure Inc 134 Gateway Close Capricorn Business Park Muizenberg 7948 Cape Town South Africa Phone 27217882049 E ## Checkout - [Can I collect from one of your retailers or Osprey directly?](https://osprey-emea-sandbox.kustomer.support/en_us/guarantee-ryM4HKEHn.md): Can I collect from one of your retailers or from Osprey directly Currently we do not offer a click and collect service therefore your order cannot b ## FAQs - [Product Information, Availability, Sizing & Fitting](https://osprey-emea-sandbox.kustomer.support/en_us/product-information-availability-sizing-fitting-rkKktirUh.md): Are your packs waterproof All of our packs are made with waterproof materials For a material to be considered waterproof it needs to have a HH Hydro - [Guarantee FAQs](https://osprey-emea-sandbox.kustomer.support/en_us/guarantee-faqs-H17Wy37T2.md): What is the AMG The AMG All Mighty Guarantee is Ospreys commitment to our products and our customers that if there is a defect with the pack within its li - [General Website Queries](https://osprey-emea-sandbox.kustomer.support/en_us/general-website-queries-BJlBbHUpn.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://osprey-emea-sandbox.kustomer.support/en_us/browsing-buying-SJD8GBLpn.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://osprey-emea-sandbox.kustomer.support/en_us/registering-account-S1mw7BLp2.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://osprey-emea-sandbox.kustomer.support/en_us/ordering-BkQIVSLp3.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://osprey-emea-sandbox.kustomer.support/en_us/payments-Bk5EBHUTh.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://osprey-emea-sandbox.kustomer.support/en_us/gift-cards-r1W38SIa3.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 - [How to clean your osprey backpack](https://osprey-emea-sandbox.kustomer.support/en_us/how-to-clean-your-osprey-backpack-SJoa1bKgp.md): Step One Preparation The first step in the How to clean your backpack process is preparation If the backpack has a removable harness and hipbelt take