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 respe... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I love ACAI and have bought countless products from them. Love that they are a female owned company and their ethos. The reason I'm rating them only 3* however is because the customer service isn't go... See more
Ordered trousers more than 2 months ago, unfortunately were not suitable. Returned 2 months ago and no refund processed. Contacted customer service 1 month ago and still no reply. Very disappointing... See more
Company replied
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
3.6
Average
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Bad customer service I am still trying to return part of the…
I am still trying to return part of the order and have emailed/messaged twice and no reply. The trousers are lovely but jumpers far too big. I will not be shopping with Açai again if i cannot send order back in a timely manner
30 June 2026
Reply from ACAI Outdoorwear
Hi Susan,
Thank you for your feedback. We're sorry to hear you've experienced difficulties with your return process and understand your frustration.
We can confirm that your return label has been sent to the email address registered on your account. We kindly ask that you check your spam or junk folder, as return labels and automated emails can sometimes be filtered there.
If you are still unable to locate the label, please let us know and we will be happy to assist you further.
Thank you for your patience, and we hope to get your return completed as quickly as possible.
Team ACAI
Order number 494596
Order number 494596
Finally got confirmation of a refund exactly 21 days after ACAIs receipt of the returned goods. However five days later there is still no money in my account! This is not the first time I have reported very poor customer service from AÇAI. The clothes are lovely but the rest isn’t good.
17 July 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi May,
Thank you for your feedback. We're sorry to hear that you were disappointed with your experience.
We'd like to clarify that your refund has already been processed. As the order was originally paid using a gift card, the refund was automatically issued back to the same gift card in accordance with the original payment method used.
This information is also included in the refund confirmation email, where the original payment method is displayed. If you're unable to locate the gift card or need any assistance checking the refunded balance, our Customer Care team will be happy to help.
We appreciate your patience and hope this helps clarify the situation.
Team ACAI
Love the clothes but had great…
Love the clothes but had great difficulty returning one item couldn’t print return label first one damaged so wouldn’t print another one asked company for help but no reply - still waiting for a refund so will no longer use the company
30 June 2026
Got my refund
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
7 July 2026
Reply from ACAI Outdoorwear
Hi Maureen,
Thank you for your feedback. We're sorry to hear about your experience.
Our system is fully automated, and return notifications are sent automatically once they are generated. If you haven't received any emails from us, we kindly recommend checking your spam or junk folder, as they can occasionally be filtered there.
We can confirm that your return is currently being processed. Please note that, in line with our return policy, returns are processed within our stated return processing timeframe, starting from the date the parcel arrives at our warehouse. Once your return has been processed, your refund will be issued to your original payment method, and you will receive a confirmation email.
We appreciate your patience and understanding while we complete the process.
Team ACAI
Customer feedback is terrible..
Customer feedback is terrible... Still awaiting a response from an email requesting help from 2nd July
30 June 2026
Reply from ACAI Outdoorwear
Hi Rachel,
We're sorry to hear about your experience and apologise for the delay.
We've now resent your return QR code as an attachment to your email address. If you can'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.
Team ACAI
Great clothes, shocking customer service
ACAI customer service is shockingly bad.
I’m still waiting for a response to 2X emails I sent regarding my request for a refund of the next day delivery payment. I had ordered goods for my walking holiday, but two days later they hadn’t arrived & when I had a message to say they’d been left at my door, I was already in Devon! Very luckily (for me and ACAI) my neighbour was able to retrieve them and so they weren’t left outside in full view of the road for 10 days!
Whilst it’s not ACAI’s fault the goods weren’t delivered by their courier, it is their responsibility, and it seems reasonable to request the additional charge for expenses delivery back.
Maybe sounds petty, but I’ve had previous issues with weeks (into months!) of waiting for a refund before.
Such a shame, clothes are of great quality but I won’t be buying from them again as the customer service is really the worst around
10 June 2026
Reply from ACAI Outdoorwear
Hi Laura,
We're sorry to hear about your experience. Your order was dispatched on the same day it was was placed; however, due to an unexpected delay with the courier, it arrived one day later than expected. We understand how frustrating this was, particularly as you needed it before your trip.
We've now refunded your next day delivery charge and apologise for the delay in responding to your emails.
Thank you for your feedback, and we're sorry we didn't provide the level of service you expected on this occasion.
Team ACAI
No refund
You confirmed receipt of a return 2 months ago and I haven’t had the money refunded. I have emailed twice with no reply. Disappointed.
20 May 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Hannah,
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
No refund, no communication
I returned 2 pairs of trousers on 19 June, which were received by Açai on 22 June. I am still waiting for my refund of £118.80.
I have contacted customer services, but I have yet to receive a response. Waiting 21 working days for a refund is simply not acceptable.
Having read other customer reviews, it appears I am not the only customer experiencing this issue. The lack of communication and the excessive delay in processing refunds reflect very poor customer service.
UPDATE: I have now received my refund. However, it was credited to my account 25 days after Açai received my returned items. This is 11 days outside the maximum 14-day period permitted under the Consumer Contracts Regulations for issuing a refund after receiving the returned goods. The delay was unacceptable, and the lack of communication throughout the process made the experience even more frustrating.
14 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Jane,
We're sorry to hear you're disappointed. We can confirm that your return is still within our stated processing timeframe. We've also requested your order details so we can check the status of your return and refund for you.
As soon as we receive your details, we'll investigate this as a priority and provide you with an update. Thank you for your patience while we look into this.
Team ACAI
Fabulous Trail Blaze Shorts
I love every product I have bought from ACAI, with the latest one being the "Trail Blaze Shorts" in Deep Navy. Not only is there the full range of sizes going up to size 22 for these shorts, but three colours to choose from.
I think I've probably worn them most days since the hot weather started walking my dogs early in the morning. They are a fantastic, comfortable, fit and wash really well. The added feature like many of their other clothes is a variety of well thought out sized pockets, so you can have a separate pocket for your keys, phone, hankie, and of course 'poo' bags!
The customer services team also deserve a mention, as they are always helpful.
1 June 2026
Unprompted review
Better service on my second order and…
Better service on my second order and quicker delivery and Really nice leggings
1 July 2026
Non existent customer service
I need to return some items but the online portal says my order hasn't been delivered even though it has and I've been charged. So I can't organise a return. But customer service haven't replied to me since I sent the request on 7th July which is going to put me beyond the return window. Dodgy customer service if they won't reply and now I'm worried I won't get a refund.
7 July 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Becky,
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
Waiting to return
Sadly the product did not meet with my approval. I am still waiting to return it 1 week later.
5 July 2026
Really flattering comfortable shorts
Really flattering comfortable shorts. They are a good length, not too long or too short made from slightly stretchy material. Good deep pockets. Ordered a second pair too as was so pleased.
28 June 2026
My only issue is the length of time…
My only issue is the length of time taken to refund returns. 21 working days is far too long. All other customer service was exemplary.
28 June 2026
Reply from ACAI Outdoorwear
Hi Lesley,
Thank you for your feedback. We're pleased to hear that you were happy with our clothing and the level of customer service provided.
We understand your concerns regarding the return processing timeframe. Our 21 working day return processing period allows our team the necessary time to receive, inspect, and process returned items before issuing refunds. We are always reviewing our processes to improve the customer experience and appreciate you sharing your feedback.
Thank you again for your support and for taking the time to share your experience with us.
Team ACAI
Poor customer service
I returned this order on 25th June as it was too big. Despite chasing customer services on 2nd July to ask for an update on my return, there has been no response from Acai and no sign of the refund. This is extremely poor customer service.
27 June 2026
Reply from ACAI Outdoorwear
Hi Emma,
We're sorry to hear you feel disappointed with your experience. We can confirm that your refund was processed well within our stated returns timeframe of 21 days, and it was completed earlier than this timeframe.
We understand that waiting for a refund can be frustrating, and we apologise if you were left feeling unsure about the progress of your return. If you have any further questions, please don't hesitate to contact our Customer Service team and we'll be happy to assist.
Team ACAI
Sent an item back and still awaiting a…
Sent an item back and still awaiting a refund. Sent an email to find out what’s going on only received an automated reply.
15 June 2026
Reply from ACAI Outdoorwear
Hi Sian,
Thank you for your review. We can confirm that your refund was processed within our stated returns timeframe.
We understand the importance of keeping customers updated and apologise if our response did not reach you sooner. If you have any questions regarding your refund, please don't hesitate to contact our Customer Service team and we'll be happy to assist.
Team ACAI
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
1 July 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
15 July 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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.