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 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.
Very poor refund process & communication
Oh dear, I wish I had read all the recent bad reviews about refunds before I decided to place a big order with this company for the first time! I wanted to support a local company as I live in Cheshire and found most of the products to be great quality but sizing was a problem with a couple which I sent back. It’s now past 21 days I’ve emailed and had a standard acknowledgment but nothing else & my refund is around £160! I will definitely not use this company again, despite great products, unless I get a response to my email or this review in the next few days. Or I will go to my credit card company. It’s such a shame but I feel like this company might be in trouble :( RMA number 13010, relating to order number AC484803.
May 5, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Carole,
Thank you for supporting a local Cheshire business and for your positive words regarding our product quality. We hear your frustration clearly and want to assure you that your money is safe; our business is secure, but we are currently working through a high volume of returns which has temporarily extended our usual processing times.
Your case has been escalated for urgent attention. Our team is prioritizing your refund to ensure the funds are cleared and returned to your account.
Team ACAI
Terrible customer service
Terrible customer service , no answer to emails regarding refund . Still waiting !
May 29, 2026
Reply from ACAI Outdoorwear
Hi Jean,
Thank you for your feedback. We have looked into your case and can confirm that we have already responded to your email enquiries regarding your refund.
Please note that your refund is still within our standard return processing timeframe. We are keeping a close eye on its progress and will ensure the transaction is completed smoothly as soon as it reaches the front of our processing queue.
Team ACAI
Love my new leggings
Love my new leggings, great quality and lovely colour. Arrived promptly.
May 26, 2026
Reply from ACAI Outdoorwear
Hello. Thank you for taking the time to leave a review. We're so pleased to hear you're happy with your new leggings!
Purchased £200 worth of jackets in…
Edit 2: return received only via a PayPal dispute. Best suggestion is for everyone to contact your bank - clearly AI responses to these reviews and the company is obviously under financial strain as 40% off everything now.
Edit: I've replied to their requests for more details at least 6 times, and each time nobody follows through, except the email 9 days ago saying the return had definitely been processed. ACAI - order AC485639.
Purchased £200 worth of jackets in early April and returned on the second day. It's now 8th of June and despite multiple ignored emails, some replies that are never followed up on, (but daily insta posts) and then a notification 8 days ago saying my refund had been processed and would be with me in 3-5days, there is still nothing in my bank account. There are clearly material liquidity issues at the company, which is a shame as the products are good, but very poorly sized. I've been the biggest fan of the trousers for years, but this is unacceptable. Avoid people, not worth the hassle.
June 8, 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
AVOID THIS COMPANY
I have contacted this company several times and still no refund after 5 weeks! This is my second review on Trustpilot as it seems to be the only way to contact them. I strongly suspect they may be going into receivership? My order no is 487856 in case ACAI decide to action my refund.
May 1, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Julia,
Thank you for providing your order number.
Your refund was immediately prioritized and completely resolved the moment this issue was brought to our attention.
Our finance team has now finalized your refund. Please allow 3 to 5 business days for the funds to show in your account, depending on your bank.
Thank you for your patience while we corrected this.
Team ACAI
#AC489001 & #AC488593 refund time unacceptable
#AC489001 & #AC488593
I’ve bought so many products for myself and my family over the years from Açai and recommended them to everyone.
Unfortunately, What used to be a great company, is no longer. They need to massively invest in more staff as a 21 working day return policy after having received your item (which is now extended due to bankHolidays) is unacceptable.
The time it takes to get a reply to an email is unacceptable also.
Sadly I won’t be buying from them again and I won’t be recommending them anymore either.
May 8, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Holly,
Thank you for your review, and we are incredibly grateful for your loyal support and recommendations over the years. We are deeply sorry that we have let you down and that our current return processing times and email delays have caused such frustration.
Your feedback regarding our staffing and processing windows is fully noted and has been shared directly with our management team, as we know this is not the standard our long-term customers expect.
We want to ensure your return is sorted, so we are reaching out to you directly via email right now to look into your account and provide a personal update.
Thank you for your patience with us.
Team ACAI
Terrible refund process
Terrible refund process. I returned an unwanted item on 24/4/2026 and received an email on the 27th to say my payment would be refunded within 21 days. It is now June 7th and the refund has not been paid to me. I have sent numerous chasers. This is ridiculously slow.
June 7, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi,
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
Reply from ACAI Outdoorwear
Hello. Thank you so much for leaving a review. We're really happy to hear you've been happy with the quality of our product and it means so much that you would recommend us to others!
What on earth has happened to Acai?
What on earth has happened to Acai?! I’ve been shopping with them for many years and spent a fortune in the process. I’ve always found the service excellent. From delivery, ease of returns/refunds and quick response when I’ve contacted customer service. Not any more! I am still waiting for my refund on items returned from Order #AC486822 25 days after I received and email confirming they’d been received back. I’ve sent two emails and no reply. To wait 21 working days after receipt of products for a refund is insane. No other online retailer I use takes this long.
I will be taking this further but Acai - do yourself a favour and get a grip. I’d like MY money please!!!!!
June 7, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Naomi,
We are deeply sorry for the delay with your refund and for the lack of response to your emails.
We completely understand your frustration, especially given your loyal support over the years. This is certainly not the standard of service we aim to maintain, and we are working hard to rectify our current response times.
We have escalated your order number directly to our management team to investigate and resolve this for you as quickly as possible. We will reach out to you directly via email the moment we have an update.
Thank you for your patience while we work to make this right.
Team ACAI
No refund after a month - AC488408
Bought two pairs of leggings returned the smaller size which they have confirmed they have received. Still awaiting a refund 26 days later. no response just a bog standard we have recieved your email reply. When I now look on comments underneath their fb adverts many people are now in this position some going back as far as March. I would never buy from this company again. In case Acai read this my order number is AC488408 so please don't respond saying I have not provided the order no.
June 7, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Jill,
We are deeply sorry for the unacceptable delay in receiving your refund and for the frustration our communication has caused. We completely understand your anger, and this is absolutely not the standard of service we want to provide.
We have bypassed our standard queue and escalated this directly to our Accounts team as a matter of highest priority so they can investigate and resolve this for you as quickly as possible. We will email you directly with an update the moment we have more information.
Thank you for your patience while we work to make this right.
Team ACAI
Although I love their trousers I will…
Although I love their trousers I will never buy from them again as I am still awaiting a refund for trousers they confirmed they had received 6 weeks ago. I have chased it and no response. Terrible company.
My order number is #AC487338
June 7, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Lucy,
Thank you for your review, and we are glad to hear that you love our trousers. However, we are deeply sorry for the unacceptable delay regarding your refund and the lack of communication.
This is absolutely not the level of service we aim to provide, and we want to resolve this for you immediately. We are investigating this with our accounts team as a matter of urgency. Please check your inbox, as we are reaching out to you directly right now to ensure your refund is processed and sorted out as soon as possible.
Team ACAI
Another purchase from Acai
Another purchase from Acai, sizing for me has always been consistent.
Excellent quality clothing.
Delivery and comms were good.
May 20, 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We're really pleased to hear that you've been happy with your order, particularly the quality of your garments as it's something we're really proud of.
I returned an item over 30 days ago
I returned an item 30 days ago. I received the email confirming receipt of my return, which states I will be refunded within 21 days. Ive emailed to follow up, No response and still no refund.
With regards to ACAI reply. I've checked my account on the website. I can not see any evidence of you processing the return or contacting me. Its now over 30 days. I do intend contacting my bank. Its effectively theft. You've kindly acknowledged receipt of my return.
The details for your reference is Return Number (RMA): 13461 - Original Order: #AC489515.
I struggle to understand why your customer care, processing and fulfilment of your contractual obligations is completely non existent and non compliant.
Like a previous comment, I'm assuming the companies is in financial difficulty definitely a company to avoid.
Best regards
May 1, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Diane,
We are sincerely sorry for the unacceptable delay with your refund and for the lack of response to your email. This is certainly not the standard of service we aim to provide.
We want to investigate and sort this out for you immediately. We have just submitted a platform request to ask for a few further details about your order so we can check this in our system.
Please respond to this request through the platform so we can locate your return and resolve this for you as a matter of urgency.
Thank you for your patience.
Team ACAI
Lovely products but have not received refund!
I love my coat and my MAX Stretch Skinny Outdoor trousers, but the refunds process is awful.
I am still waiting for a refund, one month after my return was delivered to you. I am very disappointed with the customer service and how long the refund is taking!
Edited to include my order numbers (08/06/26)
RMA Number: 12766
Original Order: #AC487529
June 5, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Anna,
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
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We really appreciate it.
Reply from ACAI Outdoorwear
Thank you for leaving a review. We're really happy to hear you are pleased with the service you have recieved.
I have sent several emails about…
I have sent several emails about returning items as they do not fit yet I have had no word back on how I return them?
May 24, 2026
Reply from ACAI Outdoorwear
Hi Michelle,
We're sincerely sorry for the delay in our email response and for any frustration this has caused.
We want to make sure you can send your items back quickly, so we would like to highlight that the instructions on how to return an item are readily available on our website under our Returns Policy page.
A member of our team has now replied to your email with these details, so please check your inbox.
Team ACAI
Poor customer service
I retuned an order 10 days ago, I haven’t received any confirmation of the order being accepted. I reached out via email I have received a we are busy email but still no reply or acceptance. Such a shame that your customer service is poor as your products are really nice.
May 19, 2026
Reply from ACAI Outdoorwear
Hi Sophie,
Thank you for your review and for your kind words about our products. We are sincerely sorry for the delay in our email response.
Please be assured that your return is still well within our accepted return processing timeframe. We are working hard to catch up on our messages, and a member of our team will email you directly with your official return confirmation as soon as your return is processed.
Thank you for your patience.
Team ACAI
Shockingly bad customer service!
Product never arrived and so far I haven't received a replacement or a refund. In fact the customer service I have received has been appalling!
Instead of accepting that my order failed to arrive and offering a replacement or refund ACAI have told me to sign a statement written by them which states that I should 1/ search the neighbourhood and 2/ cooperate with the police if required! This suggests they suspect their customers of fraudulent activity rather than accepting that their courier and their own team are responsible - totally shocking.
The worst customer service I have ever received from any organisation and I will never purchase from them again.
June 4, 2026
Reply from ACAI Outdoorwear
Hi Jane,
We are sincerely sorry for the frustration this situation has caused.
Please be assured that we do not suspect you of any fraudulent activity. This form is a standard legal requirement set by the courier for all missing parcels marked as delivered. It serves as a formal, written confirmation that the parcel was not received so the courier can officially launch a lost package investigation.
We completely understand your frustration with this process, and as soon as this standard form is submitted, we will sort out a replacement or refund immediately.
Thank you for your cooperation.
Team ACAI
Refund not given
Returned an item 25 working days ago, email states within 21 working days for refund. Still no refund
June 4, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Jamie,
Thank you for bringing this to our attention, and we sincerely apologise for the delay. You are completely right to expect your refund within the 21 working days stated in our email.
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
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