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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Order and product all good but having…
Order and product all good but having an issue with returning the product as it did not fit . Customer service sends email say they are basically busy .
I want to return via Post Office but they require a QR code that I do not have . Still waiting for customer service to reply . ☹️
All sorted now QR now sent to my email .
27 June 2026
Reply from ACAI Outdoorwear
Hi Joanna,
Thank you for taking the time to leave your feedback, and we’re sorry to hear you’ve had difficulty with the returns process.
We can confirm that your return label has now been sent to your email address. Please could you check your junk or spam folder in case it has landed there.
Once you’ve received it, you’ll be able to use the label to return your item via the Post Office as normal.
We’re very sorry for the delay and any inconvenience caused, and thank you for your patience while we got this resolved for you.
Team ACAI
No refund (now resolved)
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.
*Update - following this review ACAI contacted me and have organised refund - I have adjusted star rating*
13 April 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
Still no contact from customer care on…
Still no contact from customer care on my order query after 20 days so far and counting. Just as well the constant review emails manage to make it to my inbox. I held off reviewing them to give them an opportunity to reply to me but unfortunately there is a rude silence.
9 June 2026
Reply from ACAI Outdoorwear
Hi Trudy,
Thank you for taking the time to share your feedback, and we’re very sorry to hear about your experience.
We apologise for not responding to your earlier email. It appears your message was incorrectly filtered within our system, which unfortunately meant it was not picked up by our Customer Service team at the time. We’re very sorry for the delay this has caused.
We can confirm that we have now been in touch with you directly to resolve this in the best way possible. As soon as we hear back from you, we will prioritise your case and ensure it is dealt with as quickly as possible.
We’re very sorry again for the inconvenience and appreciate your patience while we work to put this right.
Team ACAI
Love ACAI! Great outdoor clothes 🥾
Love the ACAI brand! Stylish and practical pieces that offer high quality items and great customer service.
Highly recommend this brand if you’re looking for outdoor clothes or accessories to feel good in!
19 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Thank you so much, this really made us smile! Stylish, practical and high quality is exactly what we aim for, so it's brilliant to hear that's coming through. We really appreciate the recommendation and hope to see you back again soon!
Great quality
Great quality, fast delivery. Love the little belt that came with the trail blaze shorts
25 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Thank you for the lovely review! Really glad the delivery was speedy and that the shorts have landed well. The little belt is a favourite detail of ours too! We hope you get lots of wear out of them.
One star feels generous
One star feels generous . I received entirely the wrong order over a week ago . I simply want the items I ordered and paid for .
I have emailed multiple times and telephoned numerous times with nothing but an automated email response . What a disastrous customer service .. super disappointed . Avoid this company .
15 June 2026
Reply from ACAI Outdoorwear
Hi Louise,
Thank you for taking the time to share your feedback, and we’re very sorry to hear about your experience and the frustration caused by receiving the wrong order.
We can confirm that we have been in touch with you directly regarding this issue. As soon as we receive your response, we will prioritise your case and do everything we can to resolve this as quickly as possible.
We completely understand how disappointing this situation has been and apologise for the inconvenience caused. Thank you for your patience while we work to put this right for you.
Team ACAI
Highly recommend!
Ordered the softshell leggings recently and I love them. The quality is excellent, delivery was really quick, and they're so comfortable to wear. I've worn them loads recently for walks and everyday wear, and they've held up brilliantly.
26 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Thank you so much for this brilliant review! The Softshell Leggings are such a versatile piece so it's great to hear they're working just as well for everyday wear as they are out on walks. Really glad the quality and delivery hit the mark too. Enjoy them!
Poor customer service
I am trying to contact their customer service team and all I keep getting is an automated response but no action.. Very dissapointed
31 May 2026
Reply from ACAI Outdoorwear
Hi Elizabeth,
Thank you for taking the time to share your feedback, and we’re very sorry to hear about your experience.
We understand your frustration and want to reassure you that this has been escalated to our Customer Service team immediately. They are now reviewing your case and will be in touch with you directly as a priority to resolve this for you.
We’re sorry for the inconvenience caused and appreciate you bringing this to our attention.
Team ACAI
Absolutely love this brand
Absolutely love this brand !
Great quality , products are perfect not just for walking but everyday wear.
I’ve been wearing this brand for many years and have a huge selection of items.
I find ordering online easy , deliveries are fairly quick however my items never come to me I have to search our village so that becomes a pain but the clothing is always fab so worth the search but wish they would just deliver to myself.
I’ve never yet had to return anything as it’s always been perfect.
Not much else to say other than it washes up well!
31 May 2026
Reply from ACAI Outdoorwear
Thank you so much for this wonderful review and for being such a loyal part of the ACAI community over the years! It really does mean the world to us.
We're so glad you love the quality and that our pieces work as hard in everyday life as they do on the trails. That's exactly what we design for.
We're sorry to hear about the delivery experience though. Having to hunt down your parcel around the village is definitely not the experience we want for you! We'd love to look into this for you, so please do reach out to us at team@acaioutdoorwear.com and we'll do our best to help get it sorted.
Here's to many more adventures ahead!
Reply from ACAI Outdoorwear
Thank you so much for taking the time to leave a review! We're really glad you're happy with your order and that our service hit the mark. We hope to see you back soon!
Communication is key to any successful…
Communication is key to any successful business and this is where there is a gap in your business model.
Buying -easy
Taking my money - easy
Returns - had to take time where to find it - not easy
Returning my money - unacceptable to wait 21 days
Email response - sent on 15/06/26…still waiting a response.
Your brand appears to be aimed at high end of the market but your back office functions are not operating to that level for a satisfied customer. You need to sort this out and invest to get the whole customer experience at the same level!
7 June 2026
Reply from ACAI Outdoorwear
Hi Michelle,
Thank you for taking the time to leave your feedback, and we’re sorry to hear about your frustration with the returns and communication experience.
We completely understand your concerns around communication and overall service, and we’re sorry this did not meet your expectations on this occasion.
In line with our returns policy, refunds are processed within 21 working days from the date the return is received at our warehouse. Your return is currently still within this standard processing timeframe and is being processed in line with our normal procedures.
We have also checked our records and can confirm that we have not received any correspondence relating to your query from the email address linked to your order. We would always encourage customers to ensure the correct email address is used at checkout and to check junk or spam folders, as this can occasionally affect delivery of replies.
We appreciate your feedback and are sorry for any inconvenience caused.
Team ACAI
Loving my new shorts
Loving my new shorts. Great fit, work well for me with the small elasticated section on the waist band. I am a dog walker so movement comfortable movement is essential. Nice big front pockets for treats and my phone. Secure zipped pocket at the back.
Like the length too, higher than a lot of others.
7 June 2026
Reply from ACAI Outdoorwear
Thank you so much for this brilliant review! We're so glad the shorts are working well for you and that the fit feels right. The elasticated waistband and pocket details are definitely some of our favourite things about them too, so it's lovely to hear they're making a difference out on your walks.
We hope you and your dogs enjoy many more adventures together in them!
I love Acai clothing
I love Acai clothing. The skinny fit trousers are a must for anyone dog walker including the thermal backed ones for cold mornings. Have treated myself to their River Waterproof jacket, really pleased with the fit and look, time will tell if it ticks the boxes over the rainy season but if it’s anything like the trousers I will be more than happy.
14 June 2026
Reply from ACAI Outdoorwear
Thank you for your review. We're so pleased to hear you've discovered so many great pieces from our collection!
Amazing trail blaze shorts
Recently bought the black trail blaze shorts - these are the most flattering shorts I've ever bought! Really light weight, comfy, amazing quality and great price. Really quick delivery too. thank you!
5 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hello, thank you for your review. We're happy to hear you've been enjoying your trail blaze shorts. They're one of our favourites too!
Very poor refund policy and practice
Order a few pairs of leggings for choice and fit. Returned the pairs I did not keep and received a receipt that my return had been received on 21 May 2026. The email said allow 21 working days for a refund, which is not acceptable - would they wait 21 working days for us to pay for the item we ordered?
Anyway, despite that, I have now waited well over 21 working days and still no refund. An email to their customer service was met with a standard response telling me I may have to wait 5 working days for them to reply!
Very, very disappointed in this and I certainly won't be recommending this company to any of my friends who are often buying outdoor clothing.
Wonder how much longer I am going to have to wait for what is a substantial amount of my money, that ACAI are holding on to.
21 May 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi,
Thank you for taking the time to share your feedback, and we’re very sorry to hear about your experience and the frustration caused by the delay in your refund.
We can confirm that we have requested the relevant order and return information through the platform so we can fully investigate what has happened in this case. Once we receive the required details, we will look into this urgently and ensure it is resolved as quickly as possible.
We completely understand your concerns regarding timing and communication, and we’re sorry that this has fallen short of expectations. We appreciate your patience while we get this sorted for you.
Team ACAI
Poor customer service!
Easy ordering with a great discount and love my Trail Blazers shorts. However, I returned a vest and fleece over 2 weeks ago and I’m still awaiting a refund. I’ve tried emailing customer service but I’ve not had a reply.
Update 1/7/26:
Still awaiting a refund nearly 4 weeks since Açai confirmed they had received my return on 6/6/26. Utterly shocking.
26 May 2026
Reply from ACAI Outdoorwear
Hello. Thank you for your feedback. We're happy to hear that you love your new Trek shorts.
We appreciate your frustration at the speed of our returns. We have been dealing with a big backlog which has meant our turn around has been slower than we would like, however I'm pleased to say that we are now getting more up to date and this should be much more speedy going forward.
Unacceptable post purchase refund
I am still waiting for my refund, company confirmed that items were received on 23/5/26
Have sent a message and get automated response that it may take 5 days before I get a response. All unacceptable when able to debit my account on same day of purchase and have frequent marketing emails. Clearly not an unsophisticated site until it comes to refunds.
24 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Sarah,
Thank you for taking the time to share your feedback, and we’re very sorry to hear about your frustration with the delay in receiving your refund and our response times.
We completely understand how disappointing this experience has been. We also appreciate your comments regarding communication and response times, and we’re sorry that you had to chase this.
We can confirm that this matter has now been resolved and your refund has been processed. Please allow 3–5 working days for the funds to appear back in your original payment method, depending on your bank or payment provider.
Thank you again for your patience, and we sincerely apologise for the inconvenience caused.
Team ACAI
Just awful
Just awful! They confirmed receipt of my return on 30th May, yet almost a month later I still don't have my money back. They ignore emails and give you incorrect and misleading information.
30 May 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Susan,
Thank you for your feedback, and we’re very sorry to hear about your experience and the frustration this has caused.
We can confirm that we have raised a request for further information through the platform in order to investigate your return and refund status. As soon as we receive the required details, we will review your case immediately and ensure it is resolved as quickly as possible.
We also sincerely apologise for the delay in response and for any confusion caused by previous communication. This is not the level of service we aim to provide, and we appreciate you bringing this to our attention.
Thank you for your patience while we look into this for you.
Team ACAI
Still Awaiting Refund Over A Month Later
Unfortunately, I received a notification from ACAI that my return was received on 15.05.26 but I have not yet received a refund (which is almost £120).
I find this to be extremely poor service.
I doubt I would order from this company again.
24 June 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
Horrendous service
Just as all the other reviews say, shocking customer service.
I returned a product which was received by them on the 27th of May, to which they state a refund would be issued within 21 days. We're now at the 21 days and have not received it. I bought the fleece to take on holiday, ordered two of the same for size checking...I have since been and gone on said holiday, it has taken that long.
I emailed Wednesday the 17th June and received an automatic response saying they would get back to me within 5 days...I am still waiting and have followed up.
I found their number on here, called and they just let it ring out...
Shocking service.
I paid through the Klarna app, Klarna have said they have also not received any word from them and they will be initiating a chargeback on the 26th of June should neither of us hear anything.
Such a shame for a company that makes nice products. It is not worth the pain, I will not be purchasing again.
24 June 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
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