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
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Reply from ACAI Outdoorwear
Thank you so much for your review!
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
Reply from ACAI Outdoorwear
Thank you for your lovely review! We're so happy to hear that the Trail Blaze Shorts have been keeping you cool and comfortable in this hot weather. They're one of our favourites too!
Better service on my second order and…
Better service on my second order and quicker delivery and Really nice leggings
1 July 2026
Reply from ACAI Outdoorwear
Thank you for your review and for giving us a second chance to improve and show you what we really stand for as a company. We really appreciate your patience.
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
Reply from ACAI Outdoorwear
Thank you for your review and for your repeat order! Such lovely feedback :)
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
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?!
14 July 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.
23 June 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.
8 June 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.
2 July 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!!
2 July 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We really appreciate it.
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