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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Trying to return an item
Trying to return an item and the returns code has disappeared. I have tried to contact acai 3 times by email and once on Instagram. I get an automated response but that’s it. It’s been over 2 weeks now.
If the item isn’t returned within 30 days of dispatch I won’t get a refund. This is really annoying.
23 July 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Stephanie,
We're sorry to hear you've been frustrated by this experience.
We've already arranged a new returns label for you, so you should now be able to return your item without any issues. If you haven't seen our email yet, please check your spam or junk folder, as our replies can sometimes end up there.
We always aim to respond as quickly as possible and we're sorry for the delay and inconvenience caused. If you're still unable to locate our email, please get back in touch and we'll be happy to help further.
Team ACAI
Returning a item and waiting over…
Returning a item and waiting over 21days for a refund don’t know any other company that takes so long to refund money
6 July 2026
Reply from ACAI Outdoorwear
Hi Margaret,
Thank you for your feedback. We're sorry to hear that you were disappointed with the return process.
Our standard return processing timeframe is up to **21 working days** from the date your parcel arrives at our warehouse. This timeframe allows our team to receive, inspect, and process returned items before issuing refunds.
We understand that waiting for a refund can be frustrating, and we appreciate your patience while our returns team completes the process. Once your return has been processed, your refund will be issued automatically and you will receive a confirmation email.
Thank you for sharing your feedback, as we are always reviewing our processes to improve the customer experience.
Team ACAI
Best shorts ever!
Best shorts ever.. will always buy yours now. Being slightly larger these fit and look great 👍.
6 July 2026
Reply from ACAI Outdoorwear
Thank you for your review. We're so pleased to hear you love your new shorts.
I am very sorry to write this review…
I am very sorry to write this review but now feel this is the only way to get your attention. I have been a customer since near the beginning and have championed Acai products to everyone I know. You still dispatch in a timely manner, however I cannot believe how the customer service has plummeted, as you used to be excellent. I emailed and rang you over 3 weeks ago to help me with a returns label that failed to generate and was not emailed to me either (as it said it would be). I have still not received a response to either contact. I then returned the parcel paying the postage myself with a complaint last week. This has not been acknowledged either. So this delay, combined with your approx. 21 days to process a refund, means I will have been waiting approx. 6-7 weeks for a refund, if it even arrives. Not good enough Acai. I am unlikely to order from you again, which I think is sad given what a supportive customer I have been.
2 July 2026
Reply from ACAI Outdoorwear
Hi Caroline,
Thank you for taking the time to share your feedback. We're truly sorry to hear how disappointed you have been, especially as a long-standing customer who has supported our brand for many years.
We've reviewed your account and can confirm that we have received one email enquiry from you regarding your return. We’re sorry if you felt you had not received a response and appreciate how frustrating it can be when you're waiting for an update.
Return labels are generated automatically and sent to the email address registered to the account. We can confirm that your return labels have been issued and that your returned items have now been received. They are currently awaiting processing by our returns team.
As outlined in our returns policy, returns can take up to 21 working days to be processed from the date they arrive at our warehouse. Once your return has been processed, your refund will be issued automatically, and you will receive a confirmation email.
We appreciate your patience while we complete this process and thank you again for your continued support of ACAI.
Team ACAI
Zero customer service and still awaiting promised shipping refund
Paid next day delivery but the item didn’t turn up until several days later. Social media team promised me a refund on the shipping (I have chased this twice via email and once via Facebook message over the past month). Terrible customer service, unreliable delivery. I wouldn’t waste your money.
22 July 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Katie,
Thank you for taking the time to share your feedback. We're sorry to hear about your experience and understand how disappointing this must have been.
We've requested your order details so that we can investigate this matter immediately, including the delayed delivery and the refund for your next day delivery charge that was previously discussed. Once we have your details, we'll look into everything and work to resolve this as quickly as possible.
We appreciate your patience and look forward to resolving this for you.
Team ACAI
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We're happy to hear you've been pleased with your shorts.
Outstanding clothing
I have ordered multiple times from this company. I love the clothes, great quality, stylish and lasts, prompt delivery too
12 July 2026
Reply from ACAI Outdoorwear
Thank you so much for your lovely review and for your repeated support! It really means the world to us and we're so happy to hear that you love the quality of our pieces in particular.
Always great quality products
11 July 2026
Reply from ACAI Outdoorwear
Thank you for your review. We're really pleased to hear you've been happy with the quality of our pieces.
Still waiting for my returned items
Still waiting for my returned items. Puts me off ordering.
3 July 2026
Reply from ACAI Outdoorwear
Hi Sheena,
Thank you for your feedback. We're sorry to hear that you feel disappointed with the return process.
We can confirm that your return is currently within our standard return processing timeframe. Returns can take up to 21 working days to be processed from the date they arrive at our warehouse. Once your return has been completed, your refund will be issued automatically, and you will receive a confirmation email.
We appreciate your patience while our returns team completes the process and thank you for your understanding.
Team ACAI
I am very impressed with the quality…
I am very impressed with the quality and designs. I bought 3 pairs of hiking shorts and 3 tops. They are very comfortable, functional and lovely designs. Your size 6 fits me perfectly! Keep up with your great work ACAI! 😊
2 July 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We're so pleased to hear that you've been happy with the quality and fit of your new outdoor wardrobe!
Love the quality of the products
Love the quality of the products. Great customer service too.
10 July 2026
Reply from ACAI Outdoorwear
Thank you for your review. We're really happy that you've been pleased with our service and products.
sizing too big & returns is too long!
Lovely clothing but sizing was very large! Bought the adventure fleece, lovely but far too big! I bought a 16 I’m usually 18 and it could wrap to either side of me. Arrived 4/6/26 I returned 8/6/26. They received 11/6/26 and like others say it’s impossible to contact anyone. It’s the 20/6/26 and still no response or refund. Sorry as a first time customer I was excited with the brand options but with the sizing and returns. I won’t return, customer service on expensive brands should be excellent! Wish I’d taken the other reviews on before ordering!
4 July 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Kirsty,
Thank you for taking the time to share your feedback. We're sorry to hear that the sizing wasn't right for you and that your experience with the return process has left you disappointed.
We've requested your order details so that we can investigate this immediately. Once we have this information, we'll review your return and provide you with an update as quickly as possible.
We appreciate your patience and hope we'll have the opportunity to resolve this for you.
Team ACAI
Great prompt service,great quality and…
Great prompt service,great quality and good delivery
10 July 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review!
Beautiful Jacket.🥰
The ease of ordering,the quick delivery and the fact that the jacket’s quality and look are fantastic.Very happy.
29 June 2026
Reply from ACAI Outdoorwear
Thank you for your review. We're really happy to hear that your love your new jacket!
New hobby!
I’ve recently taken up walking and was recommended this brand by my sister. Initially I ordered trousers and a t shirt and the quality and comfort of the items was so good that I’ve kitted myself out with quite a few outfits. They wash well, fit well and I feel good in them. Out of three orders one was delivered very quickly, the others 2-3 days, probably due to heavy sales demand. I purchased in the sales so great value for money but the original prices seem fair compared to comparable brands. I will be back!
10 July 2026
Reply from ACAI Outdoorwear
Hello! Thank you so much for your review. We're so pleased to hear that you've been enjoying your time walking outdoors and that we've been able to support that in some small way. It's really everything we stand for as a brand!
Reply from ACAI Outdoorwear
Thank you so much for taking the time to leave a review. We're very happy to hear you've been pleased with the quality of your new pieces.
Fast delivery…
My delivery experience was very good and everything was packaged very well.
2 July 2026
Reply from ACAI Outdoorwear
Thank you for your review. We really appreciate you taking the time.
Unfortunately despite numerous attempts…
Unfortunately despite numerous attempts I am getting no response from customer service to assist with a return issue. I submitted a request & no QR code / email was ever received and it won’t let me resubmit this. I have used the website query form, emailed directly & Facebook messenger with no contact for a few weeks now. Hugely disappointed as I had always thought highly of the company
20 July 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Leanne,
Thank you for your feedback. We're very sorry to hear about your experience and understand how frustrating this must have been.
We've requested some additional information from you so that we can investigate the issue further and look into what has happened with your return request. As soon as we receive those details, we'll work to resolve this for you as quickly as possible.
We appreciate your patience and hope to put this right for you soon.
Team ACAI
Acai are my go-to for outdoor clothing
I have bought several items from Açai over the past couple of years. They appear expensive but they are excellent quality and the sale prices are very good if you can wait a few months or are not fussy about colours . I find it easy to order with Açai, communication is good and delivery is prompt. I recommend them to all my “walking buddies”.
9 July 2026
Reply from ACAI Outdoorwear
Thank you for your lovely review! We're really happy to hear you've been impressed with the quality of our pieces and hope you enjoy many more walks in them this summer!
I have bought a lot of items from Acai…
I have bought a lot of items from Acai because they are amazing. I've not had anything to complain about. The sizing and fit are perfect. I absolutely love everything.
8 July 2026
Reply from ACAI Outdoorwear
Thank you so much for your lovely review and for your continued support!
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