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
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Reviews shaping this summary
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
The leggings were nice and the socks but the Amazon delivery driver took it to the wrong address and when contacted didn't get a response from either company. I might order again if the price is cheap... See more
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 comfortabl... See more
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
3.6
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’m loving Acai clothing
I’m loving Acai clothing & have quite a few items now, skinny outdoor trousers + the thermal ones, leggings and t shirts.
Great quality and stylish. Pretty good sales at times too.
5 June 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We alway love to hear when someone has found so many different pieces from the collection that work for them. Thank you so much for your support.
Used to love this company they did…
Used to love this company they did short shorts, I ordered some
More this year and there’s not the same, was gutted as I’ve worn the others to death! On that I’ve returned them on 1st May it was acknowledged on 8th May 26 and today 22nd June I’ve received my refund! Wow just wow
22 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Wendi - thank you for your review. We're sorry to hear that the shorts you received weren't what you expected, especially as you've been a long-time customer and have enjoyed our products in the past.
We're also sorry for the delay with your refund. While returns and refunds can occasionally take longer than expected due to processing - we completely understand how frustrating it is to wait this length of time for a resolution.
We appreciate you taking the time to share your feedback, as it helps us identify where we need to improve both our products and customer experience.
Team ACAI
Swift service and good sale prices
30 May 2026
Reply from ACAI Outdoorwear
Hello. Thank you for leaving a review. We're pleased to hear you're happy with the service you received and have been making the most of our recent sale :)
Lovely gift
Bought as a present and it's been well received ! Lovely colour and fit and very efficient company to deal with
11 June 2026
Reply from ACAI Outdoorwear
Thank you so much for this lovely review! There's nothing better than a gift that really lands, so we're so pleased to hear it went down well. We hope the lucky recipient gets lots of wear out of it!
Returned an order which was…
Returned an order which was acknowledged on 18 May. Still waiting for a refund, 24 working days later (outside of 21 day policy) and this allows for the May bank holiday. This is not acceptable. Customer cannot place an order without paying up front so why should Acai hold onto our money when they have acknowledged returns. Seems I am not the only one in this situation.
The clothing is good quality but the customer service extremely poor. Waiting patiently in the hope something happens. Do better.
18 May 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Nicola,
Thank you for your feedback. We're sorry to hear about the delay in receiving your refund and understand your frustration.
While we aim to process all refunds within 21 working days, we recognise that in your case this timeframe has been exceeded and we apologise for the inconvenience caused. We appreciate how frustrating it is to wait for funds to be returned once an item has been received.
We will look into this immediately and review your case to ensure it is fully resolved as quickly as possible.
We're pleased to hear you are happy with the quality of our clothing, but we're sorry that our customer service has not met expectations on this occasion. We are actively working to improve our returns processing times and overall customer experience.
Thank you for your patience while this is being resolved.
Team ACAI
No refund or communication
Used to love this company. However, that is no longer the case. I'm still waiting on a refund from them when they received the returns on 10 May. I also sent an email requesting an update on 10 Jun, and haven't had a response. I then sent a message via Instagram and haven't even had a reply.
It's extremely annoying as it's not a small amount of money. It was a company that used to value it customer. I will not be buying from them again.
22 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Kirsty,
Thank you for bringing this to our attention, and we are genuinely sorry for the frustration this has caused.
Because your review does not contain your order information, we have sent a direct request for these details so we can look into this and resolve it for you immediately. We always aim to process returns swiftly and reply to all messages, so we deeply regret that you have had this experience.
Please rest assured we want to make this right; as soon as you reply to our request with your order details, we will immediately look into this further as a matter of urgency.
Team ACAI
Nice product with prompt delivery
Prompt delivery although unable to track the delivery accurately or add instructions for the driver resulting in parcel spending overnight hidden in a garden shrub as we were out.
3 June 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review! We're glad the delivery was prompt but we're really sorry to hear about the tracking and delivery instructions issue. An overnight stay in a garden shrub is definitely not what we'd hope for your order! We'd love to look into this further so please do get in touch with us at team@acaioutdoorwear.com and we'll do our best to help.
Acai bag very good quality
Acai bag very good quality. The order arrived on time and with no problem.
11 June 2026
Reply from ACAI Outdoorwear
Thank you for your review. We're pleased to hear that you're happy with your new bag!
Will never buy again from this company
I want to exchange my things for a smaller size or return thrm even and you’re not responding to any of my e mails . Very disappointed. Thinking of contacting credit card company for help
11 June 2026
Reply from ACAI Outdoorwear
Hi Sharon,
Thank you for your feedback. We're sorry to hear about your disappointment and apologise for the delay in responding to your emails.
While we do not offer standard exchanges, you are welcome to return your items for a refund and place a new order in your preferred size. We can see that a return label was previously sent to your email address, and we've now resent the return QR code for your convenience. If you haven't received it, please check your spam or junk folder as it may have been filtered there.
We appreciate your patience and apologise for any frustration this has caused.
Team ACAI
Poor contact
I ordered some trousers late April and returned them in early May, as they did not fit. The return was received by ACAI on 9th May. I am still waiting for a refund. The 21 working day policy has passed and they have not responded to a message via the website (again, well outside of the 5 working day reply policy). VERY reluctant to order anything again.
21 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Clare,
Thank you for bringing this to our attention, and we are genuinely sorry for the frustration this has caused.
Because your review does not contain your order information, we have sent a direct request for these details so we can look into this and resolve it for you immediately. We always aim to process returns swiftly and reply to all messages, so we deeply regret that you have had this experience.
Please rest assured we want to make this right; as soon as you reply to our request with your order details, we will immediately look into this further as a matter of urgency.
Team ACAI
Poor Returns Process
Whilst I really love the quality and style of the ACAI Outdoorwear brand they are badly let down by their approach to customer service.
Their returns policy states refunds will be made within 21 days, My return was received on 9 May and refunded on 19 June - 31 working days taking into account a bank holiday. My email sent on 15 June remains unanswered. It’s a real shame as the poor reviews on Trustpilot are mostly are linked to a poor returns process not the quality of the products.
It’s simple ACAI, get the service right, install systems which work, employ enough staff to process returns efficiently. Put the customer experience at the forefront of every transaction and you’ll be a 5 star company.
18 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Alison,
Thank you for taking the time to share your feedback. We're pleased to hear that you love the quality and style of our products, but we're sorry that your experience with our returns process and customer service has let you down.
We acknowledge that your refund took longer than our stated timeframe and apologise for both the delay and the lack of response to your email. We completely understand your frustration.
We recognise that recent delays have fallen short of the standards our customers expect, and addressing these issues is a key focus for us. We are actively working to improve our processes and response times.
Thank you for your honest feedback and for your support.
Team ACAI
Very pleased with items purchased good…
Very pleased with items purchased good quality & fit (although do need to go down a size)
Slight problem with 1 delivery but very quickly sorted out.
3 June 2026
Reply from ACAI Outdoorwear
Thank you so much for leaving a review! We're really glad you're happy with the quality and fit, and so pleased you found your perfect size. Sorry to hear there was a hiccup with one of your deliveries but we're pleased it got sorted out quickly. We hope you enjoy wearing your new pieces!
Easy ordering experience.
Easy ordering experience.
Prompt arrival.
Lovely colour.
Sure I’ll wear it often.
9 June 2026
Reply from ACAI Outdoorwear
Thank you so much for leaving a review! Really glad the ordering was easy and that it arrived quickly. We hope you get loads of wear out of it!
Disappointed
It has taken 6 weeks to get a refund. I have had 6 pairs of the thermal trousers before but this time the sizes have significantly changed. They can’t expect customers to wait this long to get their money back. I have been put off ordering anymore trousers from them and looking at the reviews several other people have been too. This is going to have a material impact on Acai unless they resolve this issue urgently.
20 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Elizabeth,
Thank you for your feedback. We're sorry to hear about your experience and understand your frustration with the refund wait.
We're also sorry that the fit of the thermal trousers differed from previous pairs you've purchased. We value feedback from returning customers and will share your comments with our product team.
We recognise the impact that refund delays and slower response times have had on our customers' experience. Addressing these issues is our immediate priority, and we're taking steps to improve both our refund processing and customer service response times.
Thank you for your continued support and for taking the time to share your feedback.
Team ACAI
Product as advertised and good fit and…
Product as advertised and good fit and quality. Very quick delivery
10 June 2026
Reply from ACAI Outdoorwear
Thank you so much for leaving a review! Really glad the fit and quality hit the mark and that your order arrived quickly. We hope you enjoy wearing it!
Happy Customer
Easy web sight to follow, nice quality and extremely comfortable to wear. Happy Customer
7 June 2026
Reply from ACAI Outdoorwear
Thank you so much for leaving a review! Really glad the website was easy to navigate and that you're happy with the quality and comfort. Happy customers make our day!
Avoid!
Avoid!! Item returned on 30th May and still not refunded 21 days later! Customer service is a disgrace and they don't respond to emails.
30 May 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Susan,
Thank you for your feedback. We're sorry to hear about your experience and understand your frustration regarding the delay to your refund.
We appreciate that waiting longer than expected for a refund is disappointing, and we apologise for the lack of communication. Our customer service team is currently working through a higher-than-usual volume of enquiries, which has unfortunately impacted response times.
Please be assured that returned items are refunded, and your refund has not been forgotten. We are working hard to process outstanding returns and respond to all customer enquiries as quickly as possible.
We sincerely apologise for the inconvenience caused and appreciate your patience while we resolve this.
Team ACAI
Ordered 25/4/26 still no reply or refund 8 weeks
Ordered 25/4/26
Delivered 29/4/29, multiple items
Return submitted 29/4/26 one item
Return delivered 9/5/26
Waiting for refund 9/6/26 four weeks later!
Sent query email 9/6/26 no reply
Still waiting for refund or reply 19/6/26
Sent another email 19/6/26
8 weeks…….ACAI would you like to comment???
19 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Tara,
Thank you for taking the time to share your experience. We're very sorry to hear about the delay with your refund and the lack of response to your emails.
We understand how frustrating it must be, and we also appreciate your attempts to contact us for an update and apologise that you have not yet received a response.
This is not the level of service we aim to provide. We'd like to investigate this matter as quickly as possible and ensure your refund is resolved.
We appreciate that you've already reached out to us and are sorry for the delay in responding. Our team is currently working through a backlog of enquiries, but please be assured that your refund query has not been overlooked and will be addressed as soon as possible.
We value your loyalty as a returning customer and are sorry that this experience has left you feeling disappointed. Thank you for bringing this to our attention.
Team ACAI
Terrible customer service and no refund
Bought some leggings at start of May 2026. Kept 1 pair and returned 1 pair. Its 18 June and still no sign of the refund despite receiving confirmation that they got my return on 12 May.
I have emailed twice, tried messenger and phone, but had no reply to any of my communications.
I would definitely not trust this company and will not order again.
18 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi,
Thank you for bringing this to our attention, and we are genuinely sorry for the frustration this has caused.
Because your review does not contain your order information, we have sent a direct request for these details so we can look into this and resolve it for you immediately. We always aim to process returns swiftly and reply to all messages, so we deeply regret that you have had this experience.
Please rest assured we want to make this right; as soon as you reply to our request with your order details, we will immediately look into this further as a matter of urgency.
Team ACAI
Great quality of the products
The quality of the products purchased was really good and once you've made sure you order the correct size they suggest - it is a good fit.
9 June 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review and for your advice on using our fit guide. We really appreciate it.
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