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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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
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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!
Similar bad experience with returns and…
Similar bad experience with returns and refund to other reviews on here. The amount of time taken from thrm receiving a return back and a refund is too long. They also take a long time to reply to emails and the replies do not answer your query. I am still waiting for my refund. This experience has put me off buying from Acai again.
19 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Cassie,
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
My experience wasn’t great ordered size…
My experience wasn’t great ordered size 16 and was sent a size 6 returned and I’m still waiting for my refund
21 June 2026
Beware of refunds
Order number: #AC492371
Order number: #AC493100
I find this company’s customer service quite terrible. I returned items to Acai. I had two different orders. Both both orders have been received back to your warehouse on the 4th of June and you’ve confirmed this with email, however there’s been no money back into my account. It’s been well over the 21 stated days for refund. I’ve had absolutely no response to my emails. Where is my money? It’s unacceptable. Would never buy from this company again despite their clothing being good.
1 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Shweta,
We're very sorry to hear that you've been disappointed with your experience and sincerely apologize for the frustration caused.
Our refunds are processed within 21 working days from the date a return is received at our warehouse. We've checked your return, and your refund is currently being processed and is due to be completed shortly.
We understand how important timely communication is, and we're sorry that we didn't meet your expectations on this occasion. We appreciate your patience and hope we can resolve this for you as quickly as possible.
If you need any further assistance, please contact our Customer Care team directly, and we'll be happy to help.
Team ACAI
Always been happy with items I’ve…
Always been happy with items I’ve received however I returned an item which they received on the 4th June, it is now the 30th and I have still not received a refund. Email I sent was not replied to. Totally unacceptable.
30 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Caroline,
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
The trousers & belts are super quality items.
The trousers are super comfortable. These High Abrasion Adventurite trousers are softer than the Adventurite Outdoor ones so are more comfortable. Will order the High Abrasion ones again.
The braided belts not only look good but are excellent quality & will fit any size.
20 June 2026
Reply from ACAI Outdoorwear
Thank you for your feedback. We're so pleased to hear you've been happy with the quality of your trousers and belts.
Appalling Experience With Return/Refund
Updating this review following Acai's reply:
1. When and how did you ask me for more details? I have no record that you've asked for more details.
2. I had an email from you two days ago stating the amount to be refunded. But no refund. I have waited over a month for my refund now, and I really need the money for household expenses. When will I receive it?
Outrageously terrible performance, Acai.
Used to love Acai, however I returned the products in my last order. I received an email from Acai on June 1st to say the return had been received, and warning me that the return might take 3 weeks to process. Here we are on June 29th, still no refund. Why would it take 3 weeks to process a return in the first place? And why is that the customer's problem? Why should the customer have to wait so long for a refund, that still doesn't show up even after that time? Very disappointed, and worried about when I will get my money back. Will never risk shopping here again.
29 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Thank you for bringing this to our attention, and we are incredibly sorry for the delay and the frustration this has caused.
We completely understand your worry and disappointment—you should never have to chase your money, and waiting nearly a month for a refund. I have requested some details from you - I hope that's OK!
Lack of customer service replies but endless promotional emails!
So overall I am pleased with my items, but I feel like I got lucky with sizing by reading other reviews.
I tried to get in touch with the company after ordering to discuss sizing and see about swapping the size but had no reply. Fine, it was ordered and then a few days later dispatched. But even after trying to contact them again, they never replied. It was clear I would have problems if I needed to swap sizing. So no replies from the company but endless marketing emails!
12 June 2026
Reply from ACAI Outdoorwear
Hi there, thank you for taking the time to share your feedback, and we're so glad to hear that you are pleased with your items!
That said, we completely understand your frustration regarding the lack of response from our customer service team, especially while still receiving our promotional emails. That is definitely not the experience we want you to have.
If you do want to discuss this further I have requested your details.
Thanks.
Customer service is either non-existent…
Customer service is either non-existent or they deliberately just ignore people.
I tried to amend an order - no response.
I'm currently trying to return an item - no response.
16 June 2026
Reply from ACAI Outdoorwear
Hi Jennifer,
Thank you for taking the time to leave your feedback, and we’re sorry to hear about your experience and the frustration this has caused.
We can confirm that all enquiries are being responded to within our current customer service timeframes. We’re sorry if this felt like a delay from your perspective, and we appreciate your patience while our team works through a high volume of requests.
In relation to your order, once an order has been processed by our warehouse team, we are unable to make amendments or changes. Additionally, we do not offer standard exchanges or order modifications once an item has been dispatched, in line with our current processes.
That said, we want to reassure you that your query has been received and one of our Customer Service team members will be in touch with you directly to assist and support you further.
We’re sorry for any inconvenience caused and appreciate your understanding.
Team ACAI
Have waited over 5 working days
Have waited over 5 working days, and have not been contacted by the customer service team regarding my enquiry. Why is it not possible to speak to a real person, this is so disappointing, and very poor customer care.
5 June 2026
Reply from ACAI Outdoorwear
Hi Janet,
Thank you for taking the time to share your feedback, and we’re very sorry to hear about your experience and the delay in receiving a response.
We understand how frustrating it is when you’re waiting for support and are unable to speak with someone directly, and we apologise for the inconvenience this has caused.
We can confirm that this matter has now been resolved. Our Customer Service team has reviewed your enquiry and taken the appropriate action to put things right.
Thank you again for your patience while we worked to resolve this for you.
Team ACAI
Great products
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 good at all. I sent a message twice via their website and also through instagram and no one ver bothered to reply which I think is pretty poor. Otherwise I would've rated them higher.
18 June 2026
Great clothes but poor returns processing
Have always loved these clothes and the ease of returns. However this is now the second time I have not received a refund and the return was acknowledged many weeks ago. My email to query has not been answered, nor my second email to query this. This leaves me very reluctant to order going forwards. A great brand being let down by poor returns processing. I am well out if the 21 working day target for returns.
29 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Thank you so much for this lovely review! We're really glad to hear you're happy with the quality. It means a lot to us. We hope you enjoy wearing your ACAI pieces for many adventures to come!
Bought for my daughter in law and…
Bought for my daughter in law and fitted her beautifully. We will see how they last but I have been impressed so far from ordering to them arriving
18 June 2026
Reply from ACAI Outdoorwear
Thank you so much for your review! It's lovely to hear the fit was spot on for your daughter in law. We hope she gets lots of adventures out of them and that they stand the test of time. Thank you for choosing ACAI!
Reply from ACAI Outdoorwear
Thank you so much, that's great to hear! We put a lot of thought into making sure our pieces look as good as they perform, so this really means a lot to us. We hope you enjoy wearing them!
The bag looks nice and the quality…
The bag looks nice and the quality seems good. However, the shoulder strap is not adjustable, which is a major drawback. Once you put a purse, phone, and a few everyday items inside, the bag hangs much lower than expected, making it uncomfortable to wear. It’s a shame because the design is attractive, but an adjustable strap would have made it much more practical.
15 June 2026
Reply from ACAI Outdoorwear
Hi Ann,
Thank you for taking the time to leave your feedback, and we’re glad to hear you’re pleased with the look and quality of the bag.
We’re sorry to hear that the fixed-length shoulder strap hasn’t worked as well for you in terms of comfort and practicality. We appreciate how important adjustability is for everyday use, and your comments about the bag sitting lower than expected are really helpful and will be shared with our product team for review.
Thank you again for your honest feedback — we really value it as we continue to improve both design and functionality.
Team ACAI
Very Impressed
I have now bought 3 items from ACAI and I am impressed. The fit is perfect and my waterproof coat held up amazingly well while looking after animals during a very wet week in Wales! I will definitely be buying from them again. I also love their ethos. Big love all round.
17 June 2026
Reply from ACAI Outdoorwear
A wet week in Wales is the ultimate waterproof test and we're so glad it passed! Thank you for coming back to us for a third time, it really does mean the world. Lovely to hear the fit has been consistent too. We'll pass on the big love to the whole team!
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