Easy to order etc but delivery was slow. Had a notification to say it was due on a Saturday, didn't turn up, then emailed to say there was a delay, then received the following Friday. I think it was d... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I like the quality of the ladies clothing however refunds for some unsuitable items took far too long, 3 weeks. Even though it states refund could take 21 working days to appear, and it did, it is at... See more
Love Açai clothing. I can’t rate a 5 star as the return and refund process is very slow with very little communication like most other online stores. Really am hoping they improve this
I initially ordered these cargo pants in a size 10 which is the size I usually wear from Acai. However they were too big and I had to return them and order a size 8. I'm on the larger size of 10. No... See more
Company details
- Women's Clothing Store
- Clothing Store
- Fashion Accessories Store
- Outdoor Clothing and Equipment Shop
- Outerwear Store
Written by the company
Made for Adventure. Shaped for Women. ACAI Outdoorwear was born from a vision to create a female-focused outdoor brand that supports women to get into nature. Our collection of inclusively sized performance wear is made specifically for the female form, helping women look and feel great, but without sacrificing functionality for style. Every garment is carefully designed to stand up to the wear and tear of the natural elements and fabrics are carefully selected to have the lowest environmental impact. We’re on a mission to change the landscape of women’s hiking, not just through clothes, but also through community, and this is why we created our ‘Outdoorsing Club’, inspiring women across the UK to experience new adventures with free organised hikes and events.
Contact info
Unit 10 Holland Park, Factory Road, CH5 2QJ, Sandycroft, United Kingdom
- 01244956868
- team@acaioutdoorwear.com
- www.acaiactivewear.com
3.5
Average
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Bought the shorts for my daughter
Bought the shorts for my daughter. Went with the size guide so bought a size 6 when she is usually a size 8 but they were slightly too small. My advice would be stick with your normal size. Now waiting for a refund 🙄 before buying a size up. But they are lovely shorts
June 24, 2026
Customer services are poor
Customer services poor
Still waiting over a month for my refund.
June 23, 2026
Reply from ACAI Outdoorwear
Hi Lorna,
We're very sorry to hear about your experience and apologise for the delay with your refund.
We are currently experiencing a much higher volume of returns than usual, which has resulted in longer processing times. Having looked into your case, we found that an unexpected issue with our returns system meant your refund was not completed as it should have been, and we’re sorry this was not identified sooner.
This has now been resolved and your refund has been processed. We completely understand how frustrating it is to have been waiting so long, and we apologise for the inconvenience caused.
Thank you for your patience and for bringing this to our attention. We appreciate your feedback and will continue working to improve our service.
Team ACAI
Non-existent customer service
Beautiful quality clothes but non-existent customer service. I purchased two sizes of a jacket to see which would be the better fit. The jacket itself is gorgeous and really well made.
I logged onto the returns portal as directed to start a return and received a message on the screen to say I would be emailed with a QR code and label, neither of which arrived. That was three weeks ago and I’m still waiting. I now have five days left of the 30 days given to return the item (£64) and have emailed weekly asking where the label is and how do I return the jacket without it. No reply, other than the standard “We are currently experiencing a much higher volume of messages than usual, so our response time is a bit longer than we’d like. Our team is working hard to get back to everyone as quickly as possible – you can typically expect a reply within 5 business days.”
As much as the clothes are really good quality, I won’t be purchasing anything else. Zero respect shown to customers and returns made impossible.
Please don’t suggest that I’ve provided the wrong email address as you have to other customers as you’re still managing to email me with marketing emails on a daily basis. Convenient eh?
July 11, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Julie,
Thank you for taking the time to leave your review. We're delighted to hear that you love the quality of the jacket, but we're very sorry to learn about your experience with our customer service.
We sincerely apologise for the delay in responding to your emails. We have recently been experiencing an exceptionally high volume of customer enquiries and returns, which has unfortunately led to longer response times than usual.
Having looked into your case, we can see that your return QR code was sent. We're sorry to hear that you didn't receive it, and we understand how frustrating this must have been. We have now resent your return QR code to your email address, so you should receive it shortly if you haven't already.
We sincerely apologise for the inconvenience caused and appreciate you bringing this to our attention. Your feedback is invaluable as we continue to improve our service.
Team ACAI
The t shirt was good quality
The t shirt was good quality, generously sized and well priced. Very prompt delivery. Would buy from the company again.
June 24, 2026
Reply from ACAI Outdoorwear
Thank you so much for your review!
Great experience with Acia
Great experience with Acia . Easy to use website lovely products. Quick delivery and returns
June 30, 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We're happy to hear you've been pleased with our service and products!
Reply from ACAI Outdoorwear
Thank you so much for your review. We really appreciate it.
Refund processing times are ridiculous!
Quality of clothing is great but refund processing times are ridiculous! I've been waiting over a month from return reaching Acai - and still no refund! Come on Acai, you can do better than this!
July 10, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Karen,
Thank you for your feedback. We’re pleased to hear that you’re happy with the quality of our clothing, but we’re sorry to hear that you’ve been disappointed with the time taken to receive your refund.
We understand that waiting for a refund can be frustrating. We can confirm that your return is still within our standard returns processing timeframe, and it is being handled in line with the process outlined in our Returns Policy.
We appreciate your patience while our team works through returns, and we’re continuing to review our processes to improve the experience for our customers.
Team ACAI
ACAI rocks!
I only recently discovered ACAI and I'm as impressed with the quality of my jacket as I was with my trousers.
June 22, 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We hope you continue to get lots of use out of your new pieces!
Great product but still waiting for an…
Great product but still waiting for an acknowledgment of the refund on my first jacket which I returned for a smaller size. Zero messages from AÇAI, only an automated response about waiting times……🤔
June 23, 2026
They wash fantastic
They wash fantastic, they wear brilliantly, summer/winter, clothing you go for .every day
June 30, 2026
Reply from ACAI Outdoorwear
Thank you for your review. We're happy to hear that you've been enjoying your new pieces!
Great fitting clothes that wash well
Good quality clothes that fit well and are comfortable for walking or lounging about.
No issues with returns, great customer service.
June 30, 2026
Reply from ACAI Outdoorwear
Thank you for your review. We're so pleased to hear that you've had a good experience with our service and our clothes.
DO NOT BUY FROM THIS COMPANY!!!
DO NOT BUY FROM THIS COMPANY!!!
My return was received by the company on the 13th June. It was unworn items still in the original packaging I have still not received my refund and the company is ignoring all my emails. This is the first and last time ordering. The customer service is terrible. They send you a standard email reply to say you will receive a response within 5 working days and nothing.
RMA Number: 14625
Original Order: #AC493905
May 29, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Martina,
Thank you for your feedback. We're sorry to hear that you were disappointed with your returns experience.
We can confirm that your return was received on 13 June and your refund was processed within our standard returns processing timeframe, as outlined in our Returns Policy.
We understand that waiting for a refund can be frustrating, and we’re sorry that you felt your experience did not meet your expectations. We appreciate your comments regarding our communication and will continue to review our processes to ensure we provide the best possible service for our customers.
Team ACAI
Poor service
I am now very frustrated as I am still waiting for a refund for 3 items, one which was purchased on 11th June. I have contacted customer services, but only received an automated response and nothing has been done to resolve. It's a shame as their products are good quality.
July 9, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Louise,
Thank you for your feedback. We're sorry to hear that you remain disappointed with your refund experience.
We understand your frustration and appreciate that waiting for a refund can be inconvenient. Your return is still within our standard refund processing timeframe, as outlined in our Returns Policy, and our team is working through returns as quickly as possible.
We would also like to clarify that we have received your correspondence and your enquiry is being reviewed by our Customer Services team. We will continue to assist and ensure your refund is processed within the applicable timeframe.
We're pleased to hear that you value the quality of our products, and we appreciate your patience while we complete the returns process.
Team ACAI
It is impossible to get in touch
It is impossible to get in touch with Acai - I started a return for two items, and realised I needed to return a third. Finding out how to return all three took weeks of chasing. I sent them back to Acai on 22 June, and have received no confirmation they were received (but Royal Mail says they were delivered 26 June) and no refund. I've now raised a credit dispute with my bank as this seems my only option given they're ignoring my emails! It's such a shame as the products are clearly fantastic quality, but I will never order again (and I had intended to order the correct sizing once this was resolved - that won't be happening now).
June 22, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Sarah,
Thank you for taking the time to share your feedback. We're sorry to hear that you've been disappointed with your experience.
Our records show that your return was delivered to us on 26 June. This is still within our standard returns processing timeframe, and your return is due to be processed in line with that timescale.
We would also like to clarify that we have received only two emails from you regarding this matter. We appreciate that waiting for a refund can be frustrating, but we did want to address the statement that your emails were being ignored.
We're pleased to hear your comments about the quality of our products, and we're sorry that this experience has affected your confidence in ordering with us again. We are continually reviewing our processes to improve the experience for all of our customers.
Team ACAI
Refund for returns
Returned a jacket straight away as it was too big, Açai received the return on 20th June no refund by 9th July. I called and was told my refund was due on 17th July as they have a lot of returns, not my problem. After pointing out they have to refund my money within 14 days of receiving the return I have just received an email to say my refund is processed.
July 9, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Claire,
Thank you for your feedback. We're sorry to hear you were unhappy with your returns experience.
We understand how important it is to receive a refund promptly. While our returns processing times are clearly communicated in our Returns Policy, we appreciate that waiting can be frustrating, particularly during periods of high return volumes.
We're pleased that your refund has now been processed, although we're sorry the experience did not meet your expectations. Your comments have been shared with our team as we continue to review and improve our returns process.
Thank you for taking the time to share your experience.
Team ACAI
Have tried to return an order
Have tried to return an order - registered it online but haven’t received a return label. Have contacted Customer Services about this but a yet to receive a response despite it being several days ago now.
June 28, 2026
Reply from ACAI Outdoorwear
Hi Rebecca,
Thank you for your feedback.
We're sorry to hear you've had trouble receiving your return QR code. We've now sent it to your email address. If you can't see it in your inbox, please check your spam or junk folder, as it may have been filtered there.
If you're still unable to locate it, please let us know and we'll be happy to send it again or help with your return in another way.
Kind regards,
Team ACAI
Returns process is impossible
The returns process is long and no one available to help you. Don’t buy from here unless you know your size, and you are keeping the product. Takes up to 21 days for someone to reply to the online message system, and when you call, no one is available and they don’t call you back.
June 20, 2026
Reply from ACAI Outdoorwear
Hi Laurell,
Thank you for taking the time to leave your feedback.
We're sorry to hear that you've been disappointed with your experience. We've reviewed your case and can confirm that your return is still within our standard processing timeframe. We have also responded to your enquiries to keep you updated on the progress of your return.
We understand that waiting for a refund can be frustrating and appreciate your patience while your return is being processed. If you have any further questions, please reply to our latest message and we'll be happy to assist.
Kind regards,
Team ACAI
Very long time to refund money
Company website says 'we are experiencing some delays on returns'. What this meant when I made a return was 'up to 21 working days'. They didn't even manage that. It took 23 working days - 31 calendar days from return to refund. I don't know how they can justify holding on to people's money for that length of time. I won't be buying here again.
May 28, 2026
Reply from ACAI Outdoorwear
Hi Tracy,
Thank you for taking the time to share your feedback.
We understand your disappointment with the time it took to receive your refund. While we aim to process returns within our stated timeframe, your refund took longer than expected due to an issue during the processing of your return.
We can confirm that your refund has now been processed, and we appreciate your patience while this was resolved. We also recognise that the overall experience did not meet your expectations, and your feedback has been shared with the relevant team.
Kind regards,
Team ACAI
Trusted products
Had several items and all wear, wash and last really well. Lots of usage
June 20, 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. The longevity of our pieces is really important to us so it's great to hear from people like yourself who are getting plenty of wear out of their items.
Great service
Great service
Prompt delivery
Amazing product, will definitely keep looking out for more items
June 26, 2026
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