Love Açai clothing. I can’t rate a 5 star as the return and refund process is very slow with very little communication like most other online stores. Really am hoping they improve this
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Review summary
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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
I loved the product, but I got the wrong size, and wanted to change for a smaller size which is really difficult I’ve been told it could take 21 days???so in the meantime I don’t want to order anothe... See more
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 98% of negative reviews
Typically replies within 1 week
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Just don’t bother
My order number is AC491079
I would strongly advise avoiding Acai.
I purchased a pair of trousers back in May, but the company sent me the wrong item. I returned the trousers, and Acai confirmed they had received the return.
Their stated refund policy is 21 working days. After waiting the full 21 working days with no refund, I contacted customer service and was told it would take a further 3–5 working days. That deadline has also come and gone, and I still haven’t received my refund.
I’ve since sent multiple follow-up messages and have been completely ignored. The lack of communication and customer service has been appalling.
It has now been 35 days since Acai confirmed receipt of my returned order, which is more than enough time to process a refund, especially considering the return was only necessary because they sent me the wrong item in the first place.
At this point, the whole experience feels like a scam.
Poor customer service, failure to honour their own refund timescales, and a complete lack of communication. I would not recommend this company to anyone.
6 July 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Vicky,
We're very sorry to hear about your experience and completely understand your frustration.
First and foremost, we'd like to sincerely apologise for the length of time it has taken to process your refund and for the lack of communication you've received throughout. This is not the level of service we aim to provide.
Your return required manual processing, which unfortunately resulted in an unexpected delay to your refund being completed. We appreciate that this meant you waited much longer than our usual refund timescales, and we're very sorry for the inconvenience this caused.
We can confirm that your refund has now been processed. Depending on your payment provider, it may take a few working days for the funds to appear in your account.
We appreciate you taking the time to share your feedback, as it helps us identify where we need to improve. Once again, we're sorry for the inconvenience and disappointment this experience has caused.
Kind regards,
Team ACAI
I'm still waiting on my refund 21 days…
I'm still waiting on my refund 21 days since confirmation of them receiving the returned items. No more communication.
A shame as won't order from acai ever again. The sizing was hit and miss but lovely design and quality.A shame the customer service is awful
6 July 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
Order didn't arrive, sorted with customer service.
Order #AC497823
My order was left outside on the floor of the delivery address, with the driver making no attempt to knock or ring the bell on the door. It was gone by the time I got the "delivered" email.
I reported this back to Acai on the 29th June, but have not gotten a response other than the generic "thank you for your email" response (and numerous newsletter emails from them, and this trustpilot rate email). I followed up again on the 3rd of July, but have not heard back yet.
Quite gutted to have spent £101 and not got my order or any response.
Will update when/if I get a response.
*update
They responded after 5 days, and I had to sign a form with a wet signature to confirm I didn't receive the items and that it would be a criminal offence if I lied. I get the feeling this is Amazon pushing such a form, none the less felt like a way to discourage people getting a refund. Acai themselves were fine, and one they received the form, promptly sent my refund. Will purchase from them again in the future, though I hope they can change couriers.
24 June 2026
Reply from ACAI Outdoorwear
Hi Lucy,
Thank you for taking the time to leave your feedback, and we're very sorry to hear about your experience.
We completely understand how frustrating and concerning it must be to have a parcel marked as delivered but not received, especially after contacting us and not receiving a proper response. This is not the level of service we aim to provide, and we sincerely apologise for the inconvenience caused.
We are already looking into this for you and working to resolve the issue as quickly as possible with the courier. Please be assured that your case is being actively reviewed, and we will update you directly as soon as we have more information.
Thank you for your patience while we investigate this.
Team ACAI
Stylish fitness clothing
A very nice firm to order women’s wear from. It is easy to order and they have a very efficient delivery service. The items I have bought have all been well made with quality materials and are true to size.
18 June 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave.a review. We're really pleased that your have been happy with the service and quality of your new pieces.
Reply from ACAI Outdoorwear
Thank you for your review. We're so happy you've been pleased with your new outdoorwear!
Very slow to refund purchases.
17 June 2026
Reply from ACAI Outdoorwear
Hi Susan,
Thank you for your feedback, and we're sorry to hear about your experience.
We understand how frustrating delays with refunds can be, and this is not the level of service we aim to provide. In some cases, refunds can take longer if an item is awaiting return processing, but we do always work within our stated timeframes to ensure everything is completed as quickly as possible.
We appreciate your patience and will continue working to improve our processing times and communication.
Team ACAI
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We really appreciate it!
I love my Açai gear
I love my Açai gear - it never disappoints and it arrives very fast.
23 June 2026
Reply from ACAI Outdoorwear
Many thanks for your lovely review!
An excellent company to buy from.
An excellent company to buy from.
The products are always excellent quality and although the prices may seem a little more, you absolutely get what you pay for, the items I have purchased have always been top quality and most importantly, the fit is excellent.
I will continue to buy from Açai.
15 June 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We're so happy to hear your have been pleased with your orders!
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.
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