Excellent quality, really pleased with my new coat. My only criticism so far is the quality of the packaging that the item arrived in. I would have expected the packaging to be more substantial, the o... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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 go... See more
Great product but still waiting for an acknowledgment of the refund on my first jacket which I returned for a smaller size. Zero messages from AÇAI, only an automated response about waiting times……🤔
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
Company details
- #229 of 255 best companies in Ladies' clothes shop
- #526 of 602 best companies in Clothing Shop
- #261 of 279 best companies in Fashion accessories shop
- #87 of 89 best companies in Outdoor clothing and equipment shop
- #30 of 35 best companies in Outerwear Shop
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 99% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Don’t respond to customers
Don’t respond to customers. I ordered 2 pairs of trousers and they only sent two! Can’t get a response from them!
14 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Louise,
Thank you for bringing this to our attention.
We have requested these details from you so we can look into this further as a matter of urgency. If you could please reply to our message or contact us directly with your order number, our team will ensure this is investigated and finalized immediately.
Team ACAI
Trousers were fab but refund process awful
Trousers were fab but too large. Sent the item back early May and ACAI acknowledged the refund yet no funds have been sent to me. Very disappointing experience
11 May 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi,
Thank you for your feedback. We're really pleased to hear you liked the trousers, but we're sorry they weren’t the right fit and that your refund has not yet been received.
We can see your return was acknowledged, and we understand how disappointing it is when there is a delay in receiving funds after an item has been sent back. We will look into this immediately to ensure your refund is processed as quickly as possible.
We apologise for the inconvenience caused and appreciate your patience while we resolve this for you.
Team ACAI
I missed my delivery and and have had…
I missed my delivery and and have had not further notification how to receive my order
26 May 2026
Reply from ACAI Outdoorwear
Hi Scott,
Thank you for bringing this to our attention.
We have looked into your shipment and can see that your package was unfortunately returned to our warehouse due to an incorrect or incomplete delivery address.
Please rest assured that one of our customer service agents is already actively on the case to resolve this for you.
Team ACAI
Reply from ACAI Outdoorwear
Hello. Thank you so much for leaving a review. We're so pleased to hear you're happy with the service you recieved.
If these trousers were a properly
If these trousers were a properly, they would be amazing, amazing, amazing. They have a great connection with your body, moving with you naturally without the tight, uncomfortable fit that you can't wait to get out of. Quite the opposite—you won't want to take them off. I'd describe them as smart-looking jogger-style trousers with outstanding comfort. Service Great too.
2 June 2026
Reply from ACAI Outdoorwear
Hello. thank you for leaving a review. We're so happy you love your new trousers. What lovely feedback!
Product was great but unfortunately one…
Product was great but unfortunately one size too small. I requested an exchange but was informed this was not possible so I followed the returns process and am still waiting for my refund three weeks later.
No response to my emails.
No explanation beyond automated messages.
No repeat custom on my part.
20 May 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Wendy,
Thank you for your feedback. We're glad to hear you were happy with the product, and we're sorry it was not the right size for you.
As part of our returns policy, we do not offer standard exchanges; instead, items can be returned for a refund and a new order can be placed in the preferred size. We’re sorry for any confusion this may have caused.
We also note that your review does not include any order details, which we need in order to investigate this further. We have requested this information so we can locate your return and review the status of your refund. Once received, we will look into this urgently and ensure it is resolved as quickly as possible.
We appreciate your patience while we resolve this.
Team ACAI
Unacceptable and disappointed to they have put things right!
Since writing my original review, Acai have been in touch and I received my order, they even paid for next day delivery to make up for it hence I've moved them from 1 star to 3 stars and reworded my review.
Slow refund process but they've acknowledged this now and I still need to wait for the 21 working days to be up.
Big sale promotion, I imagine lots of orders and money coming in leading to lots of refunds not processed in time. Acai said they were inundated with orders to their warehouse which caused a backlog which they're working hard to clear.
I feel if the email queries were answered a little quicker, this would help. Just knowing what was happening to my very late order made me feel a bit more trust that I would receive it.
Upside, motion shorts were a lovely colour, great fit and good quality.
Overall I'm still not sure I'd recommend ordering from them if it continues to be this hard work.
12 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Michelle,
Thank you for your feedback. We have looked into your account details immediately, and we want to assure you that your return is still currently within our standard processing timeframe.
Our team is actively processing high volumes from our recent sale promotion, and we are working hard to ensure both your return and your new order are finalized.
Team ACAI
Been waiting over 5 weeks for a…
Been waiting over five weeks for a refund. The company simply does not respond to emails, contact through their web portal, DMs. I have contacted them numerous times with no communication back. Appalling.
12 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Jane,
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 awaiting confirmed refund and no contact... it's been 2 months.
Was a previous customer but after confirming my refund for a returned item, they have failed to refund me and have stopped responding to their customers. Incredibly disappointing and given this experience and the £52 I am still waiting on to be refunded, I will not be ordering anything further from them.
12 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi,
Thank you for your feedback. We are writing to confirm that this matter has now been fully looked into and resolved, and our team has finalized everything on our end.
We appreciate your patience while we sorted out the delay with your return and the breakdown in communication.
Team ACAI
Return being ignored
Unfortunately my return remains unresolved and it’s been over a month since my return was received. Apparently nobody reads the emails and every email I have sent has been ignored. The customer service is simply not good enough. They are over their refund policy timeline and with nobody deciding to respond to my emails, I will have to issue a chargeback on my card to get my refund. What a shame as I liked your items but I certainly won’t risk ordering from them again.
12 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Helen,
Thank you for your review.
We sincerely apologise for the frustration caused by the delay in your refund, especially as a returning customer who has shopped with us successfully before.
While our standard return processing time can take up to 21 working days during busy periods, we completely understand your disappointment given that you have experienced a delay. Because this review does not contain your order information, we have been unable to locate your account details to check the exact status of your refund.
We need your order number so we can look into this further as a matter of urgency. Once you can provide this information, our team will ensure this is investigated and finalized immediately.
Team ACAI
Refund takes too long
Refund takes a lot longer than the promised 21 working days!! And the customer service team is not good in replying email.
30 May 2026
Reply from ACAI Outdoorwear
Hi Helen,
Thank you for your feedback. We have looked into this immediately for you, but we cannot locate a return record under your current order details.
Our customer service team is on the case and will be in touch with you directly via email today to look into this further and get this resolved for you.
Team ACAI
Waiting over 6 weeks for refund
Refund not received despite Acai recieving my return on 29th April.
I have contacted you twice but no response.
RMA Number: 12354
Original Order: #AC487119
12 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Emily,
Thank you for your patience. We can confirm that your refund has now been fully actioned and processed on our end.
We sincerely appreciate you bringing this to our attention so we could look into the delay regarding your return and resolve it for you.
Team ACAI
Fantastic shorts for getting out on the bike
Fantastic shorts, just what I was after for cycling, good fit, lovely material, nice colour. Good pockets.
25 May 2026
Reply from ACAI Outdoorwear
Thank you so much for taking the time to leave a review. We're so pleased you're happy with your new shorts.
Great company to deal with
Great company to deal with. Shorts are great. Lots of useful pockets & comfortable to wear.
25 May 2026
Reply from ACAI Outdoorwear
Thank you so much for leaving a review. We hope you're new shorts will be keeping you cool and comfortable all summer.
Awful refund experience
I’m really disappointed that I’m yet to have received a refund from despite you having received my items on the 14th May.
I’ve always really loved your products but this experience has really put me off ordering from you again. Unfortunately I can see on here and on social media numerous people in the same situation which is really sad to see.
I’ve never had such a poor refund experience with another company before. I see a lot of responses from you saying how busy you are, but clearly something is wrong here.
I’ve messaged and tried contacting and social media with no response. Can you please action my refund as soon as possible or I’ll have to take action with my bank. Order #AC490191
Rachael
14 May 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Rachael,
Thank you for your feedback, and we understand your disappointment regarding the delay of your refund.
Our customer service team is looking into this immediately to ensure your case is resolved. We see that your items arrived back with us on 14th May, and we are treating this as an absolute priority. A member of our team is reaching out to you via email today with a direct update on your payment status.
Team ACAI
Awful returns and customer service
I have two outstanding returns where I’m due a refund and ACAI have not responded to my emails. They’ve now exceeded the returns policy date and email response date.
Sadly I can no longer recommend ACAI even though their clothes are very good (I’ve used them for years) as their customer service is inadequate.
Please can you contact me on the following orders:
RMA Number: 12958
Original Order: #AC488453
RMA Number: 12960
Original Order: #AC488495
7 May 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Emma,
Thank you for providing your order details. We have received your feedback regarding the delays and have located both of your orders.
Our customer service team is currently looking into this issue to get it resolved for you immediately. We recognize that you have been a loyal customer for years, and our priority right now is ensuring your returns are finalized without further delay.
Team ACAI
No refund!!!
I have bought many items from this company over the years but on this occasion I had to return shorts as they didn’t suit me. I have waited the 21 working days plus bank holidays and still no refund despite confirmation they had received my return on 11 th May. You can only contact through online form and then get no reply. I’ll never buy from them again now!! Disgrace keeping our money when they have the item back!!!
5 May 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Siobhan,
Thank you for your long-term loyalty. We have received your feedback and are taking immediate action to address the delay regarding your return.
Our team is currently handling high volumes, but we want to assure you that your case is being prioritised. We will look into your account immediately and escalate this to be resolved as soon as possible so you receive your money without further delay.
Team ACAI
Still no refund after 21 working days…
Still no refund after the items I returned were received by you on 7th May. I emailed today only to receive an email telling me it could take 5 days to even reply to me. This refund is for over £200 so no small amount of money. Gutted as the clothes I kept are great and I would have loved to have been a regular customer but this returns process is honestly ridiculous and would put me off buying again.
RMA Number: 12186
Original Order: #AC486272
10 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Cassie,
Thank you for your feedback, and we are glad you love the clothes you kept. We are incredibly sorry that our returns process has let you down and that you are still waiting for a refund.
We completely understand your disappointment regarding the 5-day email delay during this busy time. Please rest assured we are not ignoring your situation; we will look into your account immediately and escalate this to be resolved as soon as possible.
Team ACAI
Hi love the outdoor gear but the…
Hi love the outdoor gear but the customer service is awful when it comes to returns I sent an item back several weeks ago and still haven’t had an email to say you’ve got it or a refund
24 May 2026
Reply from ACAI Outdoorwear
Hi Mandy,
Thank you for your feedback. We're really sorry to hear about the delay with your return and that you haven't received confirmation or your refund yet.
We’re pleased to hear you love the outdoor gear, but we understand how frustrating this experience must be. We will look into this immediately to locate your return and ensure it is processed as quickly as possible.
We apologise for the inconvenience caused and appreciate your patience while we resolve this for you.
Team ACAI
Awful customer service
I would appreciate a reply from customer service regarding a refund. I returned 2 items on 9th May. I have still not have had a refund. I am very frustrated as I have contacted Acai using the contact form 4 times over the last 10 days and just get the automated email. Would someone please contact me with an update. It is very frustrating. My order number is #AC489755. This is not a good service.
Debbie Brown
10 June 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Debbie,
Thank you for reaching out, and I am glad we were able to connect with you directly to get this fully resolved.
We are truly sorry for the initial delay in processing your return and for the frustration the automated emails caused. Your refund for the two items from order has now been fully processed, and we appreciate your patience while we sorted this out for you.
Thank you again for your feedback, which helps us improve our customer service response times going forward.
Team ACAI
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