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
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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 96% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Really quick delivery which I was…
Really quick delivery which I was updated on throughout the process, and incredible quality product recieved.
6 June 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We're happy to hear that you've had a great experience with the service you received and the quality of new outdoor gear!
I orders 2 pairs of trousers & a…
I orders 2 pairs of trousers & a jacket, I’ve only received the jacket & one pair of trousers I’ve contacted Açai twice but only had a generated email back. I’m being charged for something I have not received.
10 June 2026
Reply from ACAI Outdoorwear
Hi Donna,
Thank you for taking the time to leave your review. We're very sorry to hear about your experience and apologise for the frustration caused by receiving an incomplete order and not getting a timely response from our Customer Care team.
We're pleased to confirm that this issue has now been resolved. We appreciate your patience while we investigated the matter and apologise again for the delay in communication.
Your feedback is important to us, and we're continuing to work on improving both our fulfilment and response times to provide a better experience for our customers. We hope you'll give us the opportunity to restore your confidence in ACAI.
Team ACAI
Terrible customer service
My experience of açai outdoor is consistent with other reviews on here. All is fine until you have a problem with an item or need to make a return and it’s at that point you realise the customer service is shocking. I placed an order for a top on 6th May following the recommended sizing (8) on the website but it was too big so I wanted to exchange it for a smaller size 6. It turns out that they don’t do exchanges so I had to return the item and place a new order.
The return was received on 22nd May but I have yet to receive my refund. Their returns policy states this can take up to 21 working days which in itself is excessive and very unusual but this has now passed and I have yet to receive my money back.
In the meantime I also ordered some leggings but having experienced issues with the sizing on the top and not wanting to pay twice for postage I ordered 2 sizes (6 and 8) with the intention of returning the pair that didn’t fit. It is a good job I did that as the leggings that were the same size as the top were tiny. I therefore returned the size 6 and am again waiting for the refund on that which was received on 23rd May, again 21 days have passed.
To make matters worse the drawstring on the leggings came out of the waistband the first time they were washed and is impossible to put back in. I emailed the company about this and received an automated email back saying they were very busy and it could take up to 5 working days to respond. It has now been 12 working days but I have had nothing back and my follow up emails asking for an update on my enquiry and refunds have also gone unanswered.
The products themselves are ok, albeit the sizing is not true to size, particularly with the leggings, which can be seen by the fact so many people are selling smaller sizes on Vinted. I am usually a size 6 but couldn’t get the size 6 leggings past my knees! But the customer service is non-existent and for that reason I will not be buying anything else from açai outdoor. Looking at other reviews on here it seems this may be the only way to get them to respond as my numerous emailed have gone unanswered.
If anyone from Açai sees this review my RMA numbers are 13516 and 13679.
23 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Fiona,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and understand how frustrating it must have been to encounter delays with your refunds, experience inconsistent sizing, and not receive a timely response to your emails.
This is not the level of service we aim to provide, and we sincerely apologise for the frustration and inconvenience you've experienced. We appreciate you highlighting both the issues with our returns process and the fault you encountered with your leggings, as well as your comments regarding sizing consistency.
We would very much like the opportunity to investigate this further and ensure everything is resolved for you as quickly as possible. Please could you reply to your existing email or send us a direct message with your order number, and our customer care team will prioritise reviewing your case, including the status of your refunds and your product enquiry.
We value all customer feedback as it helps us identify where we need to improve, and we're sorry that your experience has left you feeling disappointed. We hope to have the opportunity to put things right.
Team ACAI
Love my new coat
Love my new coat - light, comfortable, excellent quality and perfectly weatherproof! Especially love the khaki and orange!
3 June 2026
Reply from ACAI Outdoorwear
Hello! Thank you so much for leaving a review. We're so pleased you're happy with your new coat. We also love that khaki and orange colour combo :)
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!
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