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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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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Avoid - Terrible Customer Service!
I generated a return through the online portal on the 1st July, but I was unable to download the QR code and never received the confirmation email with the return details.
Since then, I have sent three emails politely requesting that the QR code be resent, but every one has been ignored.
I appreciate I may now be outside the returns window, but this is due to your lack of response, not any delay on my part.
Very disappointing customer service. This will be my first and last order.
Order #AC497653
July 1, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Jo,
We're very sorry to hear about your experience and apologise for the frustration this has caused. We've now asked our Customer Service team to resend your return QR code to your email address.
If you don't see it in your inbox, please check your spam or junk folder, as our emails can occasionally be filtered there. If you're still unable to locate it, please let us know and we'll be happy to help further to ensure your return is resolved as quickly as possible.
Team ACAI
Issue resolved
Edited - I reiterate the products are lovely, just like in the previous review. The customer service has been very unresponsive throughout the month of June, and overall refunds are slow to come respect to other companies, however the issue is now resolved. Acai is a trustworthy company that, although slowly, get to the bottom of thigns with clarity
July 15, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi,
We're very sorry to hear about your experience and apologise for the lack of communication. Your refund should have been processed by now, and this is certainly not the level of service we aim to provide.
We've sent you a request for your order details so that we can investigate this immediately. As soon as we receive them, we'll look into your return and refund as a priority and work to resolve this as quickly as possible.
Team ACAI
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We're happy to hear you've been happy with our service and our products!
Really like the clothing but trying to…
Really like the clothing but trying to return something is a nightmare. Didn’t receive the return code via email and no way to access it in my online account! Can someone tell me how to sort this?!
July 14, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi,
Thank you for your feedback. We're sorry to hear you've experienced difficulties with your return process.
We've requested some additional information from you so that we can look into this further and help resolve the issue. Once we receive your details, our team will investigate and assist you with your return request.
We appreciate your patience and hope to get this sorted for you as soon as possible.
Team ACAI
Zero for customer service and refunds
Service is terrible on this site, I have emailed them about my return and exchange and heard absolutely nothing.
June 23, 2026
Reply from ACAI Outdoorwear
Hi Audrey,
We're sorry to hear you feel this way. We have responded to your email, so if you haven't received it, please check your spam or junk folder.
We would also like to clarify that we do not offer standard exchanges. If you need a different size or item, you can return your order in accordance with our returns policy and place a new order.
If you're still unable to locate our email, please get back in touch and we'll be happy to assist further.
Team ACAI
Quality clothes but the refunds are a worry
UPDATE… refund processed and email answered. Clearly working through a lot of returns. I have given more stars now my original 3 stars because of the great quality clothes. Will order more from this website the slow return process has not put me off.
I ordered a lot of clothes so I could try on and knew I’d be returning some items that didn’t fit. I really love the quality of the shorts and trousers I kept. However I’ve been waiting a month now for my refund. I appreciate there are problems with the refunds system but really hope to get my refund to restore my faith. It’s highly likely I’ll buy more products once I get the money back from the refund. Just need the reassurance it will come.
June 8, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hello. Thank you so much for your original review, and also for your update. We really appreciate your patience whilst we have been working through a bit of a backlog and very happy that your return has been resolved.
Reply from ACAI Outdoorwear
Thank you for your review. We're so pleased that you've been happy with our service and quality.
One item is finMostly goode.
One item is fine.
Trousers were good but too short from top of leg to waist.
Third item, orange top, was creased up and smelly.
July 2, 2026
Amazon?
Love the shorts but it's a shame that the company use Amazon? Definitely puts me off ordering again because I don't want to support Amazon!!
July 2, 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We really appreciate it.
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!
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