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
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Review summary
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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
I loved the product, but I got the wrong size, and wanted to change for a smaller size which is really difficult I’ve been told it could take 21 days???so in the meantime I don’t want to order anothe... See more
Did not receive a notification of returned goods, apparently this could have gone into junk mail.Slightly small fitting on the leggings, but I have 4 pairs which I am happy with
Company replied
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
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Replied to 98% of negative reviews
Typically replies within 1 week
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Delivery was good and products good but…
Delivery was good and products good but have been trying to do a return for 3 items and have recieved no return label to attach to return package.
Have contacted yourselves twice now regarding this and not one reply..😪
July 12, 2026
Reply from ACAI Outdoorwear
Hi Louise,
Thank you for your feedback. We’re pleased to hear that you’re happy with your delivery and products.
We’re sorry to hear you had difficulty locating your return label. Return labels are sent automatically to the email address provided when the return request is completed, and occasionally these emails can be filtered into spam or junk folders.
Once the return request has been submitted, there is also an option to download the return label directly from the returns portal. We have also emailed your return label again to ensure you have everything needed to complete your return.
We appreciate your feedback and will continue to look at ways we can make the returns process as straightforward as possible.
Team ACAI
The bag is not suitable for outdoor use
Bought the bag which in itself is lovely and I received many complements. Being an outdoor company I was pleased to see it is showerproof as working with dogs I can get caught out in a shower. Unfortunately said shower completely ruined the bag and it is now darker/ looks dirty in places across most of the bag. Tried spot cleaning, made it worse. So buy if you’re looking for a shoulder bag but not suitable for dog walkers/trainers.
June 29, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Lynne,
Thank you for taking the time to share your feedback. We’re pleased to hear that you love the style of the bag and have received lots of compliments.
We’re sorry to hear about the marks left on the fabric after being caught in a shower. The bag features a DWR (Durable Water Repellent) coating, which helps provide shower resistance; however, this finish can require refreshing over time with use and exposure to the elements.
For care, we recommend gentle spot cleaning only and avoiding harsh cleaning methods, as these can affect the fabric finish. The DWR treatment can be reapplied with a suitable reproofing product to help maintain the water-repellent performance.
We appreciate your feedback and will share this with our team as we continue to improve our products and customer experience.
Team ACAI
Rubbish customer service
I really like the clothes but will never buy from them again. I returned an item over 2 weeks ago and no acknowledgement if return being recieved and no refund. They say it can take 21 days. This is unacceptable to hold onto people's money for that long. No response from " customer service". Sorry Acai you have lost a loyal customer
July 29, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Maria,
Thank you for your feedback. We’re pleased to hear that you love our clothing, and we’re sorry to hear that your experience with our returns process has been disappointing.
During particularly busy periods, our maximum return processing time is 21 working days. However, we always aim to process refunds within our standard expected timeframe of around 14 working days wherever possible.
We understand that waiting for a refund can be frustrating, and we appreciate your patience while our team works through returns. We value your support and hope we can provide you with a better experience in the future.
Team ACAI
Great unless you need customer service input
Excellent clothing and ethos- non existent customer service.
I was sent the incorrect size and have been trying to resolve this since 15/07/2026. I had no response so used their returns portal - no postage QR code was generated and nothing sent to my email and no response despite several messages/emails on multiple platforms. Currently stuck with an incorrect item that I have no way to return. I really expected better as I have ordered previously and had no difficulties.
July 15, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Leanne,
We're really sorry for the frustration caused and apologise for the difficulty you experienced trying to arrange your return.
Occasionally, return QR codes can be incorrectly filtered by email providers, which means they may not reach customers as expected. We're sorry this happened in your case and for the delay in getting this resolved.
We have now corrected this and your return has been arranged. We’re also sorry that your experience did not reflect the level of customer service we aim to provide, especially as you’ve previously shopped with us.
Thank you for your patience and understanding.
Kind regards,
Team ACAI
Only part order sent
I only received part of the order and have had no communication regarding the missing item . I assume it is out of stock and not coming . It would be nice to be advised and more importantly get a refund on my credit card . I have sent a message and was told they would respond within 5 days . I am still waiting !
July 11, 2026
Reply from ACAI Outdoorwear
Hi Gillian,
We're truly sorry for the disappointment caused and sincerely apologise for the error with your order.
Unfortunately, the item was missed during dispatch and, after looking into this, we found that it is now out of stock. We have issued a full refund, but we completely understand how frustrating and disappointing this must be.
We’re really sorry that we’ve let you down on this occasion. This is not the level of service we aim to provide, and we appreciate your patience and understanding.
Kind regards,
Team ACAI
Lovely clothes
Love these shorts have 2 pairs now, so cool in the heat and don't crease. Quick dry so turn around is fast. Recommend.
July 27, 2026
I have experienced a very poor customer…
I have experienced poor customer service, no response to my email outlining a problem with the IT system whilst trying to organise a return.Eventually, after waiting 8 working days I found a phone number and left a voice message, this did illicit a response for which I am grateful.
The clothing that I have purchased from this company has been of excellent quality, true to size, comfortable, stylish and practical.I have rated to reflect the communication delays encountered.
July 14, 2026
Reply from ACAI Outdoorwear
Hi Vivien,
Hi,
Thank you for taking the time to share your feedback, and we’re pleased to hear that you’ve been happy with the quality, fit, and style of your ACAI clothing.
We’re sorry to hear that you experienced delays when trying to arrange your return. We understand how frustrating it can be when you need support and don’t receive a response as quickly as expected.
We appreciate your patience while this was resolved and your understanding. Your feedback regarding communication is valuable and will be shared with the team as we continue to improve our customer experience.
Kind regards,
Team ACAI
I’ve bought 4 items so far
I’ve bought 4 items so far. Everything fits well and is so comfy & hardwearing. Thoroughly recommend.
July 17, 2026
The wrong trousers were sent in my…
The wrong trousers were sent in my order. I contacted Acai immediately in order for them to rectify my order, got a standard reply saying they're quite busy at the moment and nothing since.
July 17, 2026
Reply from ACAI Outdoorwear
Hi Sarah,
We’re sorry to hear that you received the wrong trousers and apologise for the frustration caused.
A member of our Customer Service team will be in touch with you shortly to resolve this as quickly as possible.
Thank you for your patience, and we’ll make sure this is looked into for you.
Team ACAI
I am very pleased with the products I…
I am very pleased with the products I have purchased they are good quality and fit well 😊
July 8, 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We're so happy to hear you're pleased with your new pieces.
Reply from ACAI Outdoorwear
Thank you for leaving a review. We're so pleased you love your shorts and have found our sizing guides useful.
I completed a return on the 13th July
I completed a return on the 13th July, it is now the 26th July and I have not yet received any confirmation that the items have been received, no refund amd no reply to enquiry emails sent
July 8, 2026
Reply from ACAI Outdoorwear
Hi Lisa,
We're sorry to hear about your frustration and apologise for any concern caused while waiting for your refund.
Our returns processing time is up to 21 working days from receipt of the return, and we can confirm that your refund was processed on day 14, within this timeframe.
We’re sorry that you did not receive a confirmation update sooner and appreciate your patience while your return was being processed. Your refund should now reach your account shortly, depending on your payment provider’s processing times.
Thank you for your understanding.
Kind regards,
Team ACAI
Poor customer service, non responsive
Ordered end of May during a promotion, the wrong item arrived, emailed the customer services to see how best to return and get the item I ordered sent out. No reply. Another 2 weeks I emailed again, no response. Completed the returns form and posted my incorrect item back. Guess what, no refund or contact now it’s the end of July. Truly poor customer service and non existent communication. Don’t feel I will be buying from the site again. Here’s hoping my money reaches me at some point
.
July 26, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Jennifer,
We're so sorry to hear about your experience and completely understand your frustration.
We apologise for the delay in responding and for the inconvenience caused. There was an issue affecting your refund, but this has now been resolved and your refund has been processed.
We appreciate your patience while we worked to put this right, and we're sorry that your experience did not reflect the level of service we aim to provide.
Kind regards,
Team ACAI
The trousers are perfect
I have numerous pairs of their trousers and leggings. They fit beautifully, and are really hard wearing.
They are perfect for camping, hiking or just a replacement for jeans.
July 8, 2026
Reply from ACAI Outdoorwear
Hello. Thank you for your lovely review. We hope you'll enjoy many more camping trips and hikes this summer!
Really lovely kit
Really lovely kit. Love all the items. The coat is really good quality and super cosy - looking forward to wearing it come the Winter.
July 15, 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We really appreciate it!
Excellent products and a bargain in…
Excellent products and a bargain in sale prices. Delivered swiftly and well packaged. What’s not to like.
July 15, 2026
Reply from ACAI Outdoorwear
Thank you for your lovely review!
Responsive customer service
Update :
Now in touch and very pleased with response .
Reassured with customer service. I have bought at least 6 products and this last purchase did not fit so I emailed customer service. Received an immediate holding response. 19/7. Now sorted so amended review .
Hi Sue,
Thanks for reaching out! This is just a quick note to let you know we’ve received your enquiry.
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.
If your enquiry is regarding a return, we usually aim to process these within 21 working days of receipt, however when our team respond to your individual enquiry they will be able to give you a more accurate update.
Thank you for your patience, we really appreciate it!
Kind regards,
Still waiting sorry to be the bearer of bad news .
July 15, 2026
Reply from ACAI Outdoorwear
Hi Sue,
Thank you for your continued support of ACAI, and we're very sorry for the delay in responding to your enquiry. We understand how disappointing this has been, especially as you've been waiting much longer than expected.
We've now sorted your return, and the returns details have been sent to you so you can send your item back without any further delay.
We sincerely apologise for the inconvenience and appreciate your patience while we worked through a higher-than-usual volume of enquiries. We hope we'll have the opportunity to restore your confidence in our customer service.
Kind regards,
Team ACAI
I have lots of the walking trousers in…
I have lots of the walking trousers in many colours and couldn’t resist the stone colour ones along with a bright beanie hat (I have a pink and cream/beige one aswell !)
Acai is my go to casual/walking gear. Highly recommend. Sizes are always spot on so I know when I order my size I never have to return anything
July 15, 2026
Reply from ACAI Outdoorwear
Thank you for your lovely review. We're so pleased that you've found so many pieces to add to your wardrobe and your recommendation really means the world to us.
Another great order from Açai
Another great order from Açai. Speedy, efficient delivery of great quality products.
July 14, 2026
Reply from ACAI Outdoorwear
Thank you for your review and for your repeated support. We really appreciate it!
Great quality item
Great quality item. Promptly received. Will definitely use this company again.
July 15, 2026
Reply from ACAI Outdoorwear
Thank you for your review. We're really pleased to hear that you've been happy with our service and products.
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