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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I followed the recommended size and when they arrived they were too big so I ordered a smaller size. The downside to this is it takes up to 21 days to process the refund. The shorts are lightweight, s... See more
Company replied
Easy ordering with a great discount and love my Trail Blazers shorts. However, I returned a vest and fleece over 2 weeks ago and I’m still awaiting a refund. I’ve tried emailing customer service bu... See more
Company replied
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
See how their reviews and ratings are sourced, scored, and moderated.
I love Acai clothing
I love Acai clothing. The skinny fit trousers are a must for anyone dog walker including the thermal backed ones for cold mornings. Have treated myself to their River Waterproof jacket, really pleased with the fit and look, time will tell if it ticks the boxes over the rainy season but if it’s anything like the trousers I will be more than happy.
June 14, 2026
Reply from ACAI Outdoorwear
Thank you for your review. We're so pleased to hear you've discovered so many great pieces from our collection!
Really happy with the shorts and…
Really happy with the shorts and t-shirt i ordered - great quality and affordable.
May 27, 2026
Reply from ACAI Outdoorwear
Hello. Thank you for taking the time to leave a review. We're so pleased that you are happy with your new pieces and love the quality.
Amazing trail blaze shorts
Recently bought the black trail blaze shorts - these are the most flattering shorts I've ever bought! Really light weight, comfy, amazing quality and great price. Really quick delivery too. thank you!
June 5, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hello, thank you for your review. We're happy to hear you've been enjoying your trail blaze shorts. They're one of our favourites too!
Very poor refund policy and practice
Order a few pairs of leggings for choice and fit. Returned the pairs I did not keep and received a receipt that my return had been received on 21 May 2026. The email said allow 21 working days for a refund, which is not acceptable - would they wait 21 working days for us to pay for the item we ordered?
Anyway, despite that, I have now waited well over 21 working days and still no refund. An email to their customer service was met with a standard response telling me I may have to wait 5 working days for them to reply!
Very, very disappointed in this and I certainly won't be recommending this company to any of my friends who are often buying outdoor clothing.
Wonder how much longer I am going to have to wait for what is a substantial amount of my money, that ACAI are holding on to.
May 21, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi,
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 the delay in your refund.
We can confirm that we have requested the relevant order and return information through the platform so we can fully investigate what has happened in this case. Once we receive the required details, we will look into this urgently and ensure it is resolved as quickly as possible.
We completely understand your concerns regarding timing and communication, and we’re sorry that this has fallen short of expectations. We appreciate your patience while we get this sorted for you.
Team ACAI
Poor customer service!
Easy ordering with a great discount and love my Trail Blazers shorts. However, I returned a vest and fleece over 2 weeks ago and I’m still awaiting a refund. I’ve tried emailing customer service but I’ve not had a reply.
Update 1/7/26:
Still awaiting a refund nearly 4 weeks since Açai confirmed they had received my return on 6/6/26. Utterly shocking.
May 26, 2026
Reply from ACAI Outdoorwear
Hello. Thank you for your feedback. We're happy to hear that you love your new Trek shorts.
We appreciate your frustration at the speed of our returns. We have been dealing with a big backlog which has meant our turn around has been slower than we would like, however I'm pleased to say that we are now getting more up to date and this should be much more speedy going forward.
Unacceptable post purchase refund
I am still waiting for my refund, company confirmed that items were received on 23/5/26
Have sent a message and get automated response that it may take 5 days before I get a response. All unacceptable when able to debit my account on same day of purchase and have frequent marketing emails. Clearly not an unsophisticated site until it comes to refunds.
June 24, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Sarah,
Thank you for taking the time to share your feedback, and we’re very sorry to hear about your frustration with the delay in receiving your refund and our response times.
We completely understand how disappointing this experience has been. We also appreciate your comments regarding communication and response times, and we’re sorry that you had to chase this.
We can confirm that this matter has now been resolved and your refund has been processed. Please allow 3–5 working days for the funds to appear back in your original payment method, depending on your bank or payment provider.
Thank you again for your patience, and we sincerely apologise for the inconvenience caused.
Team ACAI
Just awful
Just awful! They confirmed receipt of my return on 30th May, yet almost a month later I still don't have my money back. They ignore emails and give you incorrect and misleading information.
May 30, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Susan,
Thank you for your feedback, and we’re very sorry to hear about your experience and the frustration this has caused.
We can confirm that we have raised a request for further information through the platform in order to investigate your return and refund status. As soon as we receive the required details, we will review your case immediately and ensure it is resolved as quickly as possible.
We also sincerely apologise for the delay in response and for any confusion caused by previous communication. This is not the level of service we aim to provide, and we appreciate you bringing this to our attention.
Thank you for your patience while we look into this for you.
Team ACAI
Still Awaiting Refund Over A Month Later
Unfortunately, I received a notification from ACAI that my return was received on 15.05.26 but I have not yet received a refund (which is almost £120).
I find this to be extremely poor service.
I doubt I would order from this company again.
June 24, 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
Horrendous service
Just as all the other reviews say, shocking customer service.
I returned a product which was received by them on the 27th of May, to which they state a refund would be issued within 21 days. We're now at the 21 days and have not received it. I bought the fleece to take on holiday, ordered two of the same for size checking...I have since been and gone on said holiday, it has taken that long.
I emailed Wednesday the 17th June and received an automatic response saying they would get back to me within 5 days...I am still waiting and have followed up.
I found their number on here, called and they just let it ring out...
Shocking service.
I paid through the Klarna app, Klarna have said they have also not received any word from them and they will be initiating a chargeback on the 26th of June should neither of us hear anything.
Such a shame for a company that makes nice products. It is not worth the pain, I will not be purchasing again.
June 24, 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
Disgraceful customer service and experience
Disgraceful customer service with no response to queries. Have also not issued me with a refund they have confirmed they owe me and it is 6 weeks later. How it can take this long is beyond me. I will never purchase anything from this company again.
June 24, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Katie,
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
DO NOT ORDER anything if there is the…
DO NOT ORDER anything if there is the possibility you may want to return it! Absolutely appalling customer service. Item returned and acknowledged as received by Açai, but 5 weeks on and I’ve still not received a refund or had any communication despite making an online complaint over a week ago. Annoyingly, there is no option to phone them. I’ve since seen many other reviews from people having the same awful experience. Seriously bad service, do not hand your money over to this company, they don’t deserve your custom. I shall now be initiating a chargeback through my bank.
June 23, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Nicola,
Thank you for taking the time to share your feedback. We're very sorry to hear that your experience with our returns process left you feeling so disappointed.
Our returns policy advises that refunds can take up to 21 working days to be processed from the date the return is received at our warehouse. Having reviewed your order, we can confirm that your refund has now been processed. We do apologise that there was a slight delay beyond our usual processing timeframe and understand how frustrating this was, particularly as you were waiting for an update.
We're also sorry that you didn't receive a response to your enquiry as quickly as expected. We recognise that timely communication is just as important as resolving the issue itself, and we're actively working to improve our response times and overall customer experience.
We appreciate your feedback and sincerely apologise for the inconvenience caused.
Team ACAI
Slow customer service
One of the products purchased was not right. The walking trousers were tight enough to feel hot, certainly too hot to walk in all day. i returned them and awaited confirmation of my refund. The refund was less than the price of the product, i had a voucher for being a first time buyer. the refund didnt arrive and after 21 days waiting I started to chase. Multiple e mails, contact forms and phone calls later i finally received a note, some 60 plus days after myreturn to say I was to expect the refund. It was the lowere value refund and for the product i kept not the one i returned. I consider the customer service to be lacking. I will say that the gungham shorts i kept are great, good styling, great fit and wash well. Unfortunately the slowness and incorrect refund has put me off ordering again.
April 18, 2026
Reply from ACAI Outdoorwear
Hi Dawne,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and sincerely apologise for the delay in processing your refund and the frustration this caused.
We've reviewed your order and can confirm that the refund amount is correct. As your order was placed using the WELCOME10 first-order discount, the discount was applied proportionally across the items in your order. Refunds are therefore issued based on the amount paid for the returned item, rather than its full retail price. While the refund confirmation may have displayed the item you kept, we can confirm that the refund was processed for the returned leggings and for the exact amount you paid for them after the discount was applied.
We're pleased to hear that you're enjoying your Gingham Shorts, but we're sorry that the delays in communication and processing have overshadowed your experience. Your feedback is invaluable, and we're continuing to improve our customer service and returns processes to ensure a much smoother experience in the future.
Thank you again for your feedback, and we hope we'll have the opportunity to restore your confidence.
Team ACAI
Really poor customer service
June 13, 2026
Reply from ACAI Outdoorwear
Hi Tory,
Thank you for taking the time to leave your feedback, and we’re very sorry to hear that you’ve had a poor experience with our customer service.
We want to reassure you that we are already looking into this for you and reviewing your query as a priority. A member of our Customer Service team will be in touch with you directly to provide an update and help resolve this as quickly as possible.
We’re sorry for any inconvenience caused and appreciate your patience while we work on this for you.
Team ACAI
Really quick delivery which I was…
Really quick delivery which I was updated on throughout the process, and incredible quality product recieved.
June 6, 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We're happy to hear that you've had a great experience with the service you received and the quality of new outdoor gear!
I orders 2 pairs of trousers & a…
I orders 2 pairs of trousers & a jacket, I’ve only received the jacket & one pair of trousers I’ve contacted Açai twice but only had a generated email back. I’m being charged for something I have not received.
June 10, 2026
Reply from ACAI Outdoorwear
Hi Donna,
Thank you for taking the time to leave your review. We're very sorry to hear about your experience and apologise for the frustration caused by receiving an incomplete order and not getting a timely response from our Customer Care team.
We're pleased to confirm that this issue has now been resolved. We appreciate your patience while we investigated the matter and apologise again for the delay in communication.
Your feedback is important to us, and we're continuing to work on improving both our fulfilment and response times to provide a better experience for our customers. We hope you'll give us the opportunity to restore your confidence in ACAI.
Team ACAI
Terrible customer service
My experience of açai outdoor is consistent with other reviews on here. All is fine until you have a problem with an item or need to make a return and it’s at that point you realise the customer service is shocking. I placed an order for a top on 6th May following the recommended sizing (8) on the website but it was too big so I wanted to exchange it for a smaller size 6. It turns out that they don’t do exchanges so I had to return the item and place a new order.
The return was received on 22nd May but I have yet to receive my refund. Their returns policy states this can take up to 21 working days which in itself is excessive and very unusual but this has now passed and I have yet to receive my money back.
In the meantime I also ordered some leggings but having experienced issues with the sizing on the top and not wanting to pay twice for postage I ordered 2 sizes (6 and 8) with the intention of returning the pair that didn’t fit. It is a good job I did that as the leggings that were the same size as the top were tiny. I therefore returned the size 6 and am again waiting for the refund on that which was received on 23rd May, again 21 days have passed.
To make matters worse the drawstring on the leggings came out of the waistband the first time they were washed and is impossible to put back in. I emailed the company about this and received an automated email back saying they were very busy and it could take up to 5 working days to respond. It has now been 12 working days but I have had nothing back and my follow up emails asking for an update on my enquiry and refunds have also gone unanswered.
The products themselves are ok, albeit the sizing is not true to size, particularly with the leggings, which can be seen by the fact so many people are selling smaller sizes on Vinted. I am usually a size 6 but couldn’t get the size 6 leggings past my knees! But the customer service is non-existent and for that reason I will not be buying anything else from açai outdoor. Looking at other reviews on here it seems this may be the only way to get them to respond as my numerous emailed have gone unanswered.
If anyone from Açai sees this review my RMA numbers are 13516 and 13679.
June 23, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Fiona,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and understand how frustrating it must have been to encounter delays with your refunds, experience inconsistent sizing, and not receive a timely response to your emails.
This is not the level of service we aim to provide, and we sincerely apologise for the frustration and inconvenience you've experienced. We appreciate you highlighting both the issues with our returns process and the fault you encountered with your leggings, as well as your comments regarding sizing consistency.
We would very much like the opportunity to investigate this further and ensure everything is resolved for you as quickly as possible. Please could you reply to your existing email or send us a direct message with your order number, and our customer care team will prioritise reviewing your case, including the status of your refunds and your product enquiry.
We value all customer feedback as it helps us identify where we need to improve, and we're sorry that your experience has left you feeling disappointed. We hope to have the opportunity to put things right.
Team ACAI
Love my new coat
Love my new coat - light, comfortable, excellent quality and perfectly weatherproof! Especially love the khaki and orange!
June 3, 2026
Reply from ACAI Outdoorwear
Hello! Thank you so much for leaving a review. We're so pleased you're happy with your new coat. We also love that khaki and orange colour combo :)
I’m loving Acai clothing
I’m loving Acai clothing & have quite a few items now, skinny outdoor trousers + the thermal ones, leggings and t shirts.
Great quality and stylish. Pretty good sales at times too.
June 5, 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We alway love to hear when someone has found so many different pieces from the collection that work for them. Thank you so much for your support.
Used to love this company they did…
Used to love this company they did short shorts, I ordered some
More this year and there’s not the same, was gutted as I’ve worn the others to death! On that I’ve returned them on 1st May it was acknowledged on 8th May 26 and today 22nd June I’ve received my refund! Wow just wow
June 22, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Wendi - thank you for your review. We're sorry to hear that the shorts you received weren't what you expected, especially as you've been a long-time customer and have enjoyed our products in the past.
We're also sorry for the delay with your refund. While returns and refunds can occasionally take longer than expected due to processing - we completely understand how frustrating it is to wait this length of time for a resolution.
We appreciate you taking the time to share your feedback, as it helps us identify where we need to improve both our products and customer experience.
Team ACAI
Swift service and good sale prices
May 30, 2026
Reply from ACAI Outdoorwear
Hello. Thank you for leaving a review. We're pleased to hear you're happy with the service you received and have been making the most of our recent sale :)
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.