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
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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
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
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... 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
How this company uses Trustpilot
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Once again the length of time taken to…
Once again the length of time taken to refund on a genuine return foŕ a poor fit has ruined my experience of your company. I am unlikely to buy from you in future when you have to order to try on but it takes effectively up to six̌ weeks from when I paid you toʻ get a refund. I am still waitin̈g.
April 28, 2026
Reply from ACAI Outdoorwear
Hi Robert,
Thank you for sharing your feedback, and we are very sorry for the frustration the refund wait time has caused you.
We understand that ordering to try on sizes requires a fast turnaround. We want to reassure you that your return is currently processing within our standard return timeframes.
However, we completely accept that waiting this long ruins your shopping experience. We are actively tracking your return down on our end to ensure your money is back with you as quickly as possible.
Team ACAI
Love the style
Love the style, and the colour, but just too long for me at 5ft 3”. I also wasn’t keen on the feel of the fabric, felt stiff and not very flexible compared to other walking leggings I have.
May 21, 2026
Reply from ACAI Outdoorwear
Hi Judith,
Thank you so much for sharing your feedback with us, and we are glad to hear that you love the style and colour.
We are sorry to hear that the length wasn't quite right for you, and that the fabric felt a bit stiffer than expected. We choose this specific fabric for its high-performance technical features, including advanced water resistance, durability against tough terrain, and reliable wind protection. Because it is engineered to shield you from the elements, it does have a more structured feel initially, but it is designed to move comfortably with you on the trails.
Team ACAI
AÇAI clothing is the perfect fit
AÇAI clothing is the perfect fit, especially the petite sizing, also v hard wearing . Delivery time excellent too.
May 19, 2026
Reply from ACAI Outdoorwear
Hello, Thank you so much for taking the time to leave a review. We really appreciate it.
The best walking trousers ever
The best walking trousers ever! Love the max stretch skinnies, but just wish the straight legs stretch came in long length too.
April 25, 2026
Reply from ACAI Outdoorwear
Hello, Thank you so much for taking the time to leave a review. We're so glad to hear you love the MAX Stretch and we'll pass on your feedback on leg lengths to the product team.
Poor Customer Service
I regularly by AÇAI for my wife and have no issue with the product.
However this is the second time we received a wrongly labelled item.
It was a pair of size 18 leggings in a bag labelled size 8.
I emailed customer service and still have not had a reply. Eventually gave up waiting and have done a return instead, which has still to complete.
In all just poor service and no recognition of their mistake.
May 13, 2026
Reply from ACAI Outdoorwear
Hello. Thank you for taking the time to leave this feedback. We're really sorry to hear that you have been affected by some mistakes with your recent orders. Our team do their best to check orders thoroughly before they are dispatched, but sometimes errors do occur and it sounds like you have been very unlucky in this happening to you more than once. I have passed on your details to our customer service team and asked them to be in touch and see what we can do by means of an apology.
Great!
Speedy delivery. Great leggings. Comfortable, great fit, very stretchy and great for hiking. I liked them so much I bought another pair in a different colour.
May 13, 2026
Reply from ACAI Outdoorwear
Hello, Thank you so much for taking the time to leave a review. We really appreciate it.
Super quick delivery for a fabulous…
Super quick delivery for a fabulous product that fits to perfection. Really waterproof and great for bike riding. The colour range is perfect
May 13, 2026
Reply from ACAI Outdoorwear
Hello, Thank you so much for taking the time to leave a review. We really appreciate it and hope you enjoy lots of bike rides this summer!
The Skinny Walking trousers are so comfortable, I just want to wear them everywhere
Really Straight forward to order from ACAI.
I found the company after a recommendation from a friend.
The skinny trousers are amazing, they fit well, look good and mud and 🐾 brush off easily.
I’ve now ordered a fleece lined pair as well for Autumn / Winter walks.
May 19, 2026
Reply from ACAI Outdoorwear
Hello, Thank you so much for taking the time to leave a review. We're so glad to hear you love your new trousers.
I’m usually a 14 but the size guide…
I’m usually a 14 but the size guide suggested a 12 but this was still too big so had to return as they don’t offer exchanges.
May 11, 2026
Reply from ACAI Outdoorwear
Hello, Thank you so much for taking the time to leave a review. We really appreciate it. We appreciate our sizing can be a little inconsistent so we have added a new service called TrueFit to our website which should help give you more accurate advice going forward.
Appalling customer service - BEWARE
Appalling customer service.
What was a fantastic company has turned into a night mare. Over £200 refund after a return almost a month ago. No updates, no replies to emails sent over a week ago no refund.
I’m now going to take this up with the bank and it’s unacceptable.
In this day and age it doesn’t take this long to process refunds and reply to emails. Top tip. Employ some bloody staff!!
No phone number to call them. Honestly shambles!
May 2, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Mark,
We are incredibly sorry for the delay in your refund and the frustration caused by the wait. This is certainly not the experience we want for you.
We have requested further information from you so we can look into this and help get this resolved. As soon as we receive those details, we can investigate exactly what has happened and prioritise your payment.
Please check your spam or junk folder for our email, or feel free to provide your order number here so we can take immediate action.
Team ACAI
Outrageously bad customer service
Amazon claimed to have delivered the parcel when they hadn’t …(interestingly they wrote in the delivery email that a photo of delivery wasn’t possible?! )
Next day they said they were on way to deliver the parcel they claimed to have delivered the day before… but surprise, surprise nothing was delivered. I tried contacting Acai twice but just get back a message saying they will look into it within 21 working days. You couldn’t make it up. So I have no parcel, and Acai has my money….
May 11, 2026
Reply from ACAI Outdoorwear
Hi Jane,
Thank you for bringing this to our attention. We are very sorry to hear that your parcel has not arrived and for the frustration this has caused.
We have checked our system and cannot find any email correspondence under your name. If you reached out using a different email address, that may be why we missed it. Please note that our standard response time is much faster than 21 days. Please note that we treat lost deliveries as urgent enquiries, and we tend to resolve these as quickly as possible.
We take shipping errors seriously. We are contacting the courier immediately to investigate this further.
We will contact you directly today via the email address on your order to get this resolved for you.
Team ACAI
Great jacket
Great jacket. Comfortable and breathable. Got this in a size 12 but as a 14 I find Açais sizing varies with each garment. Their clothes are extremely well made. I have quite a few leggings.
Only downside is the sizing and the slow refund system. 3 weeks is a ridiculous amount of time to wait. Apart from that their service has been good when I’ve contacted them.
May 18, 2026
Reply from ACAI Outdoorwear
Hello, Thank you so much for taking the time to leave a review. We really appreciate it. Thank you for your feedback on sizing and refunds. These are both areas of the business we are working hard to improve so hope you will see big changes here soon.
The product has not turned up!!!
The product has not turned up!!!! unable to get a response from customer services , guesing I wont see that money again :(
May 17, 2026
Reply from ACAI Outdoorwear
Hi Ruth,
Thank you for your review. Please accept our sincere apologies for the delay with your order and our response.
Our team investigated your shipment and found that the parcel was returned to sender because the shipping address provided on the order was incorrect. We want to reassure you that your money is safe, and we have already taken action to resolve this for you as soon as possible.
Team ACAI
Reply from ACAI Outdoorwear
Hello, Thank you so much for taking the time to leave a review. We really appreciate it.
rain scape coat £199 falls apart at the seams and ACAI ignore emails.
I have brought a number of items from ACAI with no problems until I purchased the Rainscape coat for £199 - within 6 months and very little wear the stitching had come apart at the seams. I have never had this happen, even with cheap brands. I tried to contact ACAI via their webpage chat and email but have received no response. I would never purchase from this company again.
May 1, 2026
Unprompted review
Reply from ACAI Outdoorwear
Joanne,
Thank you for your review.
We can confirm that our team has already responded to your inquiry directly. Please note that this coat is outside our 6-month manufacturing warranty period. However, we have since located an order that may belong to you. We just need to confirm if the account and order details we found are indeed the correct ones before we can proceed.
Once we verify these details with you, we would want to check this again and look into this further for you.
Team ACAI
Money not received from return a month ago
Return received by the company on the 2nd May, still owed £165 multiple communications sent only automated response.
The clothes I received are lovely but due to the poor customer service I would not recommend buying from this company. Very poor service.
May 2, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Sarah,
Thank you for your review, and we are glad to hear that you love the clothes you received.
We can confirm that your return is still within our standard processing and refund times. Our team processes returns in the order they arrive, and your refund will be issued automatically as soon as it is finalized.
We appreciate your patience while we complete this process.
Team ACAI
Need to sort out their returns service
I have several items of clothing (3 pairs of trousers and gloves) from ACAI and they are all good. However, sizing is often hit and miss which necessitates the need to return items. I recently returned a jacket which was received by the ACAI on 2nd May, and I haven't yet received a refund. Their email does state I need to wait 21 working days for the refund (and because of 2 bank holidays this will make it over a month since they received the return), however, I believe this is breaking the law which states that customers should be refunded within 14 days of the return being received. Please sort this out ACAI because it is tarnishing your reputation and definitely deterring customers.
UPDATE 07/06/2026: Despite ACAI stating that they were going to refund me immediately on 3rd June I still haven't received a refund. It is now 26 working days since they received my return and 38 days in total. I believe this is breaking the law. Please refund me immediately.
May 27, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Sarah,
Thank you for your feedback and for being a loyal customer; we are glad to hear you love your ACAI trousers and gloves.
We completely understand your frustration regarding the wait time for your jacket refund. We want to reassure you that your return is currently processing within our standard 21-working-day timeframe, which does take into account the recent bank holidays.
We have requested some additional information from you so we can look into your specific return immediately. Once we have those details, we will check its status and work to get this sorted out for you as a matter of urgency.
Team ACAI
Apalling customer service
Apalling customer service. Still waiting on a refund from over a month ago. Have contacted them through multiple channels but zero response at all, despite their daily instagram posts and replies to positive reviews on here.
I’m owed over £300 by them.
I’m not sure what has changed with the company, but I’ve had several items from them before with no issues at all if I’ve had to return/exchange, but this doesnt seem to be anyone’s experience anymore, looking at other reviews and customer comments on their social media accounts.
Definitely wont be buying anything from them again, or recommending them to anyone. Which is a shame as their clothing was great.
Avoid!!
Order numbers are AC482151 and AC483795 if Acai read this. Please just return my money!
May 27, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Sally,
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
Worst Customer Service Ever
I ordered multiple trousers to try at home. Kept 2 pairs which I am happy with (although made in China, which I wasn't expecting for the price of them), but it took over a month and multiple emails and getting in touch with my credit card company to get my refund of almost £200.
I tried phoning their customer services multiple times with no answer. Left 3 voice messages and still no call back. I did a company house check on this company and the MD looks like she is MD to 70+ other companies. I would never buy from this company again as there is no customer service whatsoever. Disgusting.
April 27, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Tamsin,
Thank you for your feedback.
We can confirm that your refund was issued within our standard processing timeframe. Our records show that we received only one email correspondence from you regarding this matter, and our team has already responded to that message directly.
We appreciate your patience while your return was processed.
Team ACAI
Great trousers but need to work on the business!
Firstly, I love their trousers! I’m a returning customer and I’m outside of the 21 working days refund period. I don’t understand why you are still doing 40% off promotions on trousers if you can’t manage the business side of the business. I would hate for you to get so many negative reviews that people stop buying your products. Take down the 40% off and focus on your current customer base please. Also, any chance I can get both of my outstanding refunds please? I have contacted you through your online contact form.
May 27, 2026
Unprompted review
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