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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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 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
Great quality outdoor gear. Really like this brand. I have bought looser fitting clothing as it’s my preference. Waterproof thermal trousers are great for winter and the bamboo tops are super soft and... 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
See how their reviews and ratings are sourced, scored, and moderated.
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.
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We really appreciate it.
Reply from ACAI Outdoorwear
Thank you for your review. We're really happy to hear you love your new pieces!
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We really appreciate it!
Reply from ACAI Outdoorwear
Thank you for your review. We really pleased to hear you've been happy with our service and products.
My wife loves these shorts
My wife loves these shorts , these are her second pair, she also has navy too
July 14, 2026
Reply from ACAI Outdoorwear
Thank you for leaving a review. We really appreciate it and hope your wife is getting lots of use out of her new shorts in this hot weather!
With Acai I adore the make for trousers…
With Acai I adore the make for trousers and tops and even socks that I completely love. The skinny trousers are incredibly flattering and even after recent abdominal surgery I was able to comfortably wear these trousers. They seem to wash wonderfully and literally are comfortable however my body feels. I now own four pairs of spring/summer/autumn skinny trousers ( they look so good with a pair of knee length boots ) and four pairs of thermal winter skinny trousers and a pair of the leggings. Fantastic clothing range. I would love the stripey socks to come back the red, white and blue ones as they are super comfortable in hiking boots for long walks.
July 7, 2026
Reply from ACAI Outdoorwear
Thank you so much for your lovely review! We're so pleased and flattered that our trousers have become such and important part of your wardrobe. Making women feel comfortable and confident no matter where our bodies are at is so integral to why we exist as a brand and it's so incredible to hear from people who have had this experience. Thank you again!
Great site items that l bought are…
Great site items that l bought are perfect. Just a little annoyed they are cheaper now! Ordered more two day’s ago 😊
July 6, 2026
Trying to return an item
Trying to return an item and the returns code has disappeared. I have tried to contact acai 3 times by email and once on Instagram. I get an automated response but that’s it. It’s been over 2 weeks now.
If the item isn’t returned within 30 days of dispatch I won’t get a refund. This is really annoying.
July 23, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Stephanie,
We're sorry to hear you've been frustrated by this experience.
We've already arranged a new returns label for you, so you should now be able to return your item without any issues. If you haven't seen our email yet, please check your spam or junk folder, as our replies can sometimes end up there.
We always aim to respond as quickly as possible and we're sorry for the delay and inconvenience caused. If you're still unable to locate our email, please get back in touch and we'll be happy to help further.
Team ACAI
Returning a item and waiting over…
Returning a item and waiting over 21days for a refund don’t know any other company that takes so long to refund money
July 6, 2026
Reply from ACAI Outdoorwear
Hi Margaret,
Thank you for your feedback. We're sorry to hear that you were disappointed with the return process.
Our standard return processing timeframe is up to **21 working days** from the date your parcel arrives at our warehouse. This timeframe allows our team to receive, inspect, and process returned items before issuing refunds.
We understand that waiting for a refund can be frustrating, and we appreciate your patience while our returns team completes the process. Once your return has been processed, your refund will be issued automatically and you will receive a confirmation email.
Thank you for sharing your feedback, as we are always reviewing our processes to improve the customer experience.
Team ACAI
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