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
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Replied to 98% of negative reviews
Typically replies within 1 week
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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!
received a week late even though payed …
received a week late even though payed for next day so wasn.t able to take them on my trip also no response when trying to contact them .
Shame as products are good and happy to keep for my next trip ,
10 June 2026
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!
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