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.
It is impossible to get in touch
It is impossible to get in touch with Acai - I started a return for two items, and realised I needed to return a third. Finding out how to return all three took weeks of chasing. I sent them back to Acai on 22 June, and have received no confirmation they were received (but Royal Mail says they were delivered 26 June) and no refund. I've now raised a credit dispute with my bank as this seems my only option given they're ignoring my emails! It's such a shame as the products are clearly fantastic quality, but I will never order again (and I had intended to order the correct sizing once this was resolved - that won't be happening now).
22 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Sarah,
Thank you for taking the time to share your feedback. We're sorry to hear that you've been disappointed with your experience.
Our records show that your return was delivered to us on 26 June. This is still within our standard returns processing timeframe, and your return is due to be processed in line with that timescale.
We would also like to clarify that we have received only two emails from you regarding this matter. We appreciate that waiting for a refund can be frustrating, but we did want to address the statement that your emails were being ignored.
We're pleased to hear your comments about the quality of our products, and we're sorry that this experience has affected your confidence in ordering with us again. We are continually reviewing our processes to improve the experience for all of our customers.
Team ACAI
Refund for returns
Returned a jacket straight away as it was too big, Açai received the return on 20th June no refund by 9th July. I called and was told my refund was due on 17th July as they have a lot of returns, not my problem. After pointing out they have to refund my money within 14 days of receiving the return I have just received an email to say my refund is processed.
9 July 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Claire,
Thank you for your feedback. We're sorry to hear you were unhappy with your returns experience.
We understand how important it is to receive a refund promptly. While our returns processing times are clearly communicated in our Returns Policy, we appreciate that waiting can be frustrating, particularly during periods of high return volumes.
We're pleased that your refund has now been processed, although we're sorry the experience did not meet your expectations. Your comments have been shared with our team as we continue to review and improve our returns process.
Thank you for taking the time to share your experience.
Team ACAI
Have tried to return an order
Have tried to return an order - registered it online but haven’t received a return label. Have contacted Customer Services about this but a yet to receive a response despite it being several days ago now.
28 June 2026
Reply from ACAI Outdoorwear
Hi Rebecca,
Thank you for your feedback.
We're sorry to hear you've had trouble receiving your return QR code. We've now sent it to your email address. If you can't see it in your inbox, please check your spam or junk folder, as it may have been filtered there.
If you're still unable to locate it, please let us know and we'll be happy to send it again or help with your return in another way.
Kind regards,
Team ACAI
Returns process is impossible
The returns process is long and no one available to help you. Don’t buy from here unless you know your size, and you are keeping the product. Takes up to 21 days for someone to reply to the online message system, and when you call, no one is available and they don’t call you back.
20 June 2026
Reply from ACAI Outdoorwear
Hi Laurell,
Thank you for taking the time to leave your feedback.
We're sorry to hear that you've been disappointed with your experience. We've reviewed your case and can confirm that your return is still within our standard processing timeframe. We have also responded to your enquiries to keep you updated on the progress of your return.
We understand that waiting for a refund can be frustrating and appreciate your patience while your return is being processed. If you have any further questions, please reply to our latest message and we'll be happy to assist.
Kind regards,
Team ACAI
Very long time to refund money
Company website says 'we are experiencing some delays on returns'. What this meant when I made a return was 'up to 21 working days'. They didn't even manage that. It took 23 working days - 31 calendar days from return to refund. I don't know how they can justify holding on to people's money for that length of time. I won't be buying here again.
28 May 2026
Reply from ACAI Outdoorwear
Hi Tracy,
Thank you for taking the time to share your feedback.
We understand your disappointment with the time it took to receive your refund. While we aim to process returns within our stated timeframe, your refund took longer than expected due to an issue during the processing of your return.
We can confirm that your refund has now been processed, and we appreciate your patience while this was resolved. We also recognise that the overall experience did not meet your expectations, and your feedback has been shared with the relevant team.
Kind regards,
Team ACAI
Trusted products
Had several items and all wear, wash and last really well. Lots of usage
20 June 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. The longevity of our pieces is really important to us so it's great to hear from people like yourself who are getting plenty of wear out of their items.
Great service
Great service
Prompt delivery
Amazing product, will definitely keep looking out for more items
26 June 2026
Just don’t bother
My order number is AC491079
I would strongly advise avoiding Acai.
I purchased a pair of trousers back in May, but the company sent me the wrong item. I returned the trousers, and Acai confirmed they had received the return.
Their stated refund policy is 21 working days. After waiting the full 21 working days with no refund, I contacted customer service and was told it would take a further 3–5 working days. That deadline has also come and gone, and I still haven’t received my refund.
I’ve since sent multiple follow-up messages and have been completely ignored. The lack of communication and customer service has been appalling.
It has now been 35 days since Acai confirmed receipt of my returned order, which is more than enough time to process a refund, especially considering the return was only necessary because they sent me the wrong item in the first place.
At this point, the whole experience feels like a scam.
Poor customer service, failure to honour their own refund timescales, and a complete lack of communication. I would not recommend this company to anyone.
6 July 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Vicky,
We're very sorry to hear about your experience and completely understand your frustration.
First and foremost, we'd like to sincerely apologise for the length of time it has taken to process your refund and for the lack of communication you've received throughout. This is not the level of service we aim to provide.
Your return required manual processing, which unfortunately resulted in an unexpected delay to your refund being completed. We appreciate that this meant you waited much longer than our usual refund timescales, and we're very sorry for the inconvenience this caused.
We can confirm that your refund has now been processed. Depending on your payment provider, it may take a few working days for the funds to appear in your account.
We appreciate you taking the time to share your feedback, as it helps us identify where we need to improve. Once again, we're sorry for the inconvenience and disappointment this experience has caused.
Kind regards,
Team ACAI
I'm still waiting on my refund 21 days…
I'm still waiting on my refund 21 days since confirmation of them receiving the returned items. No more communication.
A shame as won't order from acai ever again. The sizing was hit and miss but lovely design and quality.A shame the customer service is awful
6 July 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
Order didn't arrive, sorted with customer service.
Order #AC497823
My order was left outside on the floor of the delivery address, with the driver making no attempt to knock or ring the bell on the door. It was gone by the time I got the "delivered" email.
I reported this back to Acai on the 29th June, but have not gotten a response other than the generic "thank you for your email" response (and numerous newsletter emails from them, and this trustpilot rate email). I followed up again on the 3rd of July, but have not heard back yet.
Quite gutted to have spent £101 and not got my order or any response.
Will update when/if I get a response.
*update
They responded after 5 days, and I had to sign a form with a wet signature to confirm I didn't receive the items and that it would be a criminal offence if I lied. I get the feeling this is Amazon pushing such a form, none the less felt like a way to discourage people getting a refund. Acai themselves were fine, and one they received the form, promptly sent my refund. Will purchase from them again in the future, though I hope they can change couriers.
24 June 2026
Reply from ACAI Outdoorwear
Hi Lucy,
Thank you for taking the time to leave your feedback, and we're very sorry to hear about your experience.
We completely understand how frustrating and concerning it must be to have a parcel marked as delivered but not received, especially after contacting us and not receiving a proper response. This is not the level of service we aim to provide, and we sincerely apologise for the inconvenience caused.
We are already looking into this for you and working to resolve the issue as quickly as possible with the courier. Please be assured that your case is being actively reviewed, and we will update you directly as soon as we have more information.
Thank you for your patience while we investigate this.
Team ACAI
Stylish fitness clothing
A very nice firm to order women’s wear from. It is easy to order and they have a very efficient delivery service. The items I have bought have all been well made with quality materials and are true to size.
18 June 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave.a review. We're really pleased that your have been happy with the service and quality of your new pieces.
Reply from ACAI Outdoorwear
Thank you for your review. We're so happy you've been pleased with your new outdoorwear!
Very slow to refund purchases.
17 June 2026
Reply from ACAI Outdoorwear
Hi Susan,
Thank you for your feedback, and we're sorry to hear about your experience.
We understand how frustrating delays with refunds can be, and this is not the level of service we aim to provide. In some cases, refunds can take longer if an item is awaiting return processing, but we do always work within our stated timeframes to ensure everything is completed as quickly as possible.
We appreciate your patience and will continue working to improve our processing times and communication.
Team ACAI
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We really appreciate it!
I love my Açai gear
I love my Açai gear - it never disappoints and it arrives very fast.
23 June 2026
Reply from ACAI Outdoorwear
Many thanks for your lovely review!
An excellent company to buy from.
An excellent company to buy from.
The products are always excellent quality and although the prices may seem a little more, you absolutely get what you pay for, the items I have purchased have always been top quality and most importantly, the fit is excellent.
I will continue to buy from Açai.
15 June 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We're so happy to hear your have been pleased with your orders!
Had enough of this company now
Had enough of this company now. If you need to return anything, good luck getting you money back any time soon. They have had my return since 4th june but not refunded me yet. They state it can take "up to 21 working days" well today is day 21 and still no refund. I emailed them for an update on my refund 2 days ago and got a generic response saying they are busier than usual and they will try to respond within 5 business days. They are always "busier than usual" when it comes to refunds. According to Gov.uk refunds should take 14 days so no idea how they are getting away with this.
3 July 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Hayley,
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 items arrived and no reply from Acai
I have previously purchased items from Acai and was really happy with the quality of the trousers. So when I saw there was a 40% off sale I decided to treat myself to some more. However, the items were apparently delivered on the 5th June but I have never received them.
I first emailed Acai on the 8th of June for some support and then sent 2 subsequent emails; I have yet to receive a response. So I’m currently sitting out of pocket with no idea what has happened to my order. I’ve never experienced customer service this poor from anywhere before.
5 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Lynzie,
Thank you for taking the time to share your feedback, and we're very sorry to hear about your experience.
We completely understand how disappointing and frustrating this situation has been, particularly as your order was marked as delivered and you didn't receive a response to your initial emails. This is not the standard of service we aim to provide, and we sincerely apologise for the inconvenience caused.
We have now been in touch with you directly and are working with you to resolve the issue as quickly as possible. Thank you for your patience and for giving us the opportunity to put things right.
Team ACAI
I absolutely love the shower proof…
I absolutely love the shower proof leggins, hard wearing, comfortable and water resistant… as a dog walker who has tried every kind of leggings under the sun açai are now my go to, I have several pairs
20 June 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We really appreciate it and so glad to hear you love your leggings!
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.