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
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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
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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.
June 12, 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.
June 12, 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.
May 30, 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
June 12, 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.
May 25, 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.
May 25, 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
May 14, 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
May 7, 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!!!
May 5, 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
June 10, 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
May 24, 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
June 10, 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
I am writing this review as it seems…
I am writing this review as it seems the only way to perhaps achieve any useful response in relation to a much overdue refund. Acai received my return on 7th May, I am still waiting for my refund, taking into account 21 working days and a bank hol. The refund is for a significant amount. They state that because they are in a busy period, it may take up to 5 working days to reply to an email! But they will provide an update. So not true!
This is so disappointing especially as the clothing is good quality and design. Equally I do not enjoy leaving a negative review but customers do need to know.
June 10, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Sally,
Thank you for your feedback, and we are glad to hear you enjoy the quality and design of our clothing. We sincerely apologise that our response times and the delay in your refund have let you down during this exceptionally busy period.
We completely understand your frustration regarding the wait. We want to reassure you that we take this very seriously, and we will look into your account immediately and escalate this to be resolved as soon as possible.
Team ACAI
Another 1-star review
I have just had an email saying my refund will be processed "shortly". What does "shortly" mean? How long am I expected to wait? If my experience does not reflect the standard of service you aim to provide, why are there so many reviews on here saying exactly the same? I cannot reiterate this enough... DO NOT BUY FROM THIS COMPANY.
Another 1-star review. I'd give ACAI Outdoorwear zero stars if I could. It is now over 21 days since this company received my returned goods. No refund in sight... I've tried to call 01244 956868, selected the customer service option, held, and was told nobody could take my call.
I've emailed; no response. I've messaged through social media; again, no response.
I have read other reviews on Trustpilot, all with the same complaint.
ACAI outdoorwear leaves a boilerplate comment asking for more details, but when you provide that information, they still don't answer.
In case you're reading this, ACAI outdoorwear, my order number is #AC489676, and I'm waiting for a refund of £59.25.
I'm now about to contact Citizens Advice, so they can take up the matter of this company's appalling service with Trading Standards. I'm also going to contact my bank to see if I can get my money back that way.
This company are not to be trusted. Worst service ever!!!
June 10, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Kate,
Thank you for your feedback and for providing your order number. We want to reassure you that we have not ignored your messages, and our customer service team has already responded directly to your email enquiries.
We sincerely apologise for the delay in processing your refund and the frustration caused by our response times. Your experience does not reflect the standard of service we aim to provide.
We will look into your account immediately and will escalate this to be resolved as soon as possible.
Team ACAI
I ordered a gift voucher that did not…
I ordered a gift voucher that did not arrive. I have tried to contact AÇAI via their website, email, Facebook and Instagram and haven’t had a response from them.
May 31, 2026
Reply from ACAI Outdoorwear
Hi Chithra,
Thank you for reaching out, and we apologise for any confusion regarding your order.
We can confirm that your gift cards have been sent successfully. Please ask the recipient to check their spam and promotions folders, as automated emails sometimes end up there.
A member of our customer service team will be in touch with you shortly via email to provide further support and ensure everything is resolved.
Team ACAI
A little on the expensive side
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, stretchy and comfortable.
May 23, 2026
Reply from ACAI Outdoorwear
Hello. Thank you for leaving a review. We're sorry to hear that you needed to reorder to get the best fit for you, but pleased that you're happy with your new shorts now you have the right size.
Order#AC487717
Order: AC487717. I am still waiting for my refund and no one replies to emails I have sent, numerous times. 21 days have past and still no refund.
May 5, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Suzanne,
Thank you for your feedback - please rest assured that your refund has now been prioritized and fully processed.
We apologize for the delay and for the lack of communication you experienced. Our team has manually released your refund today to correct this for you immediately. The funds will be credited back to your original payment method.
Thank you for your patience while we resolved this.
Team ACAI
AVIOD NO REFUND FOR RETURNS Now…
AVIOD NO REFUND FOR RETURNS Now completed bank claim form for two returns AC490682 and AC491049 not refunded for, the 21 day refund policy is a red flag, I advise people not to use this company as suspicious it might be failing or closing down as numerous other customers complaints, DONT USE THIS COMPANY
May 16, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Louise,
Thank you for your feedback. We have located your account and can confirm that your refunds have now been manually processed and prioritized.
We sincerely apologize for the delay and understand your frustration. To clarify, the automated refund process was paused because a missing item was noted during our warehouse inspection, which required manual review against your initial return request.
Our team has bypassed the automated system to finalize your full refund today. Thank you for your patience while we manually resolved this unique issue.
Team ACAI
The jacket was very nice but too big and Returns take too long.
The jacket was very nice but too big. The trousers always fit perfectly but sadly not the tops.
It would also be good if AÇAI sped up their Returns processing. They quote 21 days which is too long but on the occasions I have done Returns I have always had to chase them after a month!
May 29, 2026
Reply from ACAI Outdoorwear
Hello. Thank you for taking the time to leave a review. We really appreciate your feedback on the sizing of our tops and I will feed this back to our product team. We're also sorry to hear that you have been affected by our recent refund backlog and would like to thank you for your patience while we have been working through this.
Easy to order
Easy to order, good delivery time. Item good quality and as described. Sized down as advised by other customers and fits great with room for jumper/fleece underneath if needed. Overall very happy with my waterproof jacket.
May 28, 2026
Reply from ACAI Outdoorwear
Thank you for leaving a review. We're so pleased to hear that you've found other customer feedback useful in finding your correct size.
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