Osprey London Picks Ingrid as brand’s new delivery and returns layer following move to Centra platform

British luxury brand, Osprey London, says it has enhanced delivery experiences, streamlined fulfilment operations and reduced logistics costs with a solution from Ingrid.

Facing growing complexity from a patchwork of fragmented systems, its delivery experience was becoming increasingly limited, with fulfilment options restricted to generic tiered services and no integration between its delivery and returns infrastructure. At the same time, its customers were becoming more discerning in their delivery demands, increasingly expecting fulfilment flexibility and more delivery choices - both across carriers and channels - meaning the company’s legacy logistics stack was struggling to keep up.  

“There was a fundamental shift in consumer expectations. It became critical for us to be able to offer ship-from-store, nominated-day delivery, accurate delivery times at checkout and exchanges,” says Ben Jones, Head of E-commerce & Technology at Osprey London.

Having re-platformed to Centra last year, which culminated in the launch of its new flagship webstore, it selected Ingrid as its new delivery and returns layer. Overhauling its delivery infrastructure, the move aimed to bring more control over its front-end checkout processes, as well as a single view of operations across delivery and returns.

“We've gone from delivery being something passive on the P&L to it being something we're genuinely proactive about,” Jones adds. “With Ingrid, it's now an efficiency driver, a revenue driver and a customer experience driver. That's a big change for us - and a change a lot of brands still haven't introduced.”

“Osprey London hasn’t just redesigned its logistics operations, it has reshaped its delivery mindset,” says Piotr Zaleski, CPTO and Co-Founder at Ingrid. “What was once accepted as a cost-centre is now a driver of customer experience, conversions and loyalty, which can evolve and grow with the brand.  With the agility to test, optimise and hone its delivery offering, it can stay in tune with customer demands as they evolve into the future.” 

Osprey London will now focus on embedding delivery into its new loyalty programme, which is also due to be overhauled in the coming months. Ingrid will enable delivery to become a core component of the retailer's rewards offering, with tiered perks, including free fulfilment, extended returns windows and free returns for members, all being considered.

2026 RTIH Innovation Awards

Delivery experiences will be a key focus area at the 2026 RTIH Innovation Awards.

The awards are now open for entries and celebrate global retail technology innovation in a fast moving omnichannel world.

Our winners will be revealed at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London on Wednesday, 4th November.

Check out our 2025 winners here.

Our 2025 hall of fame entrants were revealed during a sold out event which took place at The HAC on 16th October and consisted of a drinks reception, three course meal, and awards ceremony presided over by award winning comedian, actress and writer Tiff Stevenson.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “This is the awards’ fifth year as a physical event. We started off with just 30 people at the South Place Hotel not far from here, then moved to London Bridge Hotel, then The Barbican, and last year RIBA’s HQ in the West End.”

“But I’m conscious of the fact that, to quote the legend that is Taylor Swift, You’re only as hot as your last hit, baby. So, this year we’ve moved to our biggest venue yet, and also pulled in our largest number of entries to date and broken attendance records.”

He added: “This year’s submissions have without doubt been our best yet. To quote one of the judges: The examples of innovative developments across both traditional and digital retail spaces were truly remarkable.”

Congratulations to our winners, and a big thank you to our sponsors, judging panel, the legend that is Tiff Stevenson, and all those who attended our 2025 gathering.