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
See how their reviews and ratings are sourced, scored, and moderated.
I have returned an item and am still…
I have returned an item and am still waiting for a refund over a month later. Customer service are very slow to respond. I will not order from them again. They have assured me my refund is in the system and they would do as a priority but a week later and still no sign of my money.
June 4, 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
Awful customer service
Awful customer service. I returned an order over 20 working days ago and have not received a refund. Emailed multiple times and have had no reply. I am owed over £200. I will never shop with them again.
May 6, 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
Worst shopping experience in a long time
Worst shopping experience for a very long time. Difficult to communicate with, difficult to contact, slow to respond and even slower to give your money back.
do yourself a favour and visit a shop on the High Street rather than shopping with these people.
I provided the order details when I got a follow up request for the information. Order ac491710
I don't normally leave reviews - what's the point... But because of the service, communication and the hoops I was expected to jump through I felt compelled to write a review this time.
This company has great promotions and marketing, but the fulfillment and customer service side of the business massively lets them down. IF I ever get my money back I'll be blocking this company from all my feeds. And every time one of the accounts I follow promotes them I'll be sure to share my negative experience in the hope that some people will be put off from shopping with them.
June 3, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi,
Thank you for sharing this feedback. We are deeply sorry for the frustration and delays you experienced with our communication and refund process. This does not reflect the standard of service we aim to provide.
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.
Team ACAI
NO REFUND even after 21 days and no response to emails
I have been waiting on a refund and Acai advised this can take 21 working days. It has now passed this timescale (Acai confirmed returned items were received on 30 April) and received no refund (for a significant amount I am waiting on to be returned!) I have contacted customer service 4 times and had no response - I've no idea if I am going to receive my refund. I've never experienced anything like this with any other brand - no communication whatsoever. VERY disappointing and frustrating.
Acai - if you read this please can you support. I have contacted customer services 4 times and been completely ignored. This level of customer service is absolutely shocking.
I would be very wary to ever order from this website, it's a gamble whether you are going to get your money refunded! Which is shame as the walking Trousers I ordered are actually very good quality. Very poor from what I thought was a reputable brand. Shocking customer service and no phone number to ring... I wonder why!!
Acai - order number is #AC486444 and the return is for a pair of trousers and an active vest.
June 3, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Stephanie,
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 locate your trouser return and issue your refund.
Team ACAI
I thought size 18 trousers were abit on…
I thought size 18 trousers were abit on the small side. Quality of material is good.
May 17, 2026
Reply from ACAI Outdoorwear
Hello. Thank you so much for takig the time to leave a review. We're really pleased you are happy with the quality of your trousers.
The product is very good but…
The product is very good but unfortunately the brand is let down by very poor customer services that have twice failed to reply to my enquiry regarding the pricing of my order. I would probably have ordered more items but I now have no faith that any problems will ever get resolved.
Thank you for sorting this out and in my favour, it is much appreciated. As a result I ordered another pair of the leggings in a different colour, which I have received and very happy with.
May 17, 2026
Reply from ACAI Outdoorwear
Hi Michelle,
Thank you for your review, and we are glad to hear that you find the product very good. We are deeply sorry that our initial communication let you down and that we failed to reply to your pricing enquiries in a timely manner.
We are glad that we have since been able to connect and fully resolve this issue in your favour. We appreciate your patience, and we will use your feedback to improve our response times moving forward.
Thank you for allowing us to make this right.
Team ACAI
Reply from ACAI Outdoorwear
Thank you so much for taking the time to leave a review. We're so pleased to hear you're happy with your purchase.
Reply from ACAI Outdoorwear
Thank you so much for taking the time to leave a review. We really appreciate it.
Easy to irder a great product
Easy to order
Delivery prompt
A really great product, slim trousers.
Both my daughter and I have several pairs.
One regular length and a great shorter length for me.
Good variety of colours to choose from.
May 23, 2026
Reply from ACAI Outdoorwear
Thank you so much for leaving a review. We're so glad to hear that you can your daughter love our trousers!
I have contacted over a week ago about…
I have contacted over a week ago about not receiving my order and I haven't heard anything from the company so I can get a refund or a replacement.
May 16, 2026
Reply from ACAI Outdoorwear
Hi Emily,
We sincerely sorry for the delay in our response and for the frustration this has caused. We take delivery issues very seriously, and this is certainly not the level of service we aim to provide.
We want to make this right and we're currently working to resolve this for you as a matter of urgency. A member of our team is reviewing your account details, and we will be in touch directly via email to arrange your refund or replacement.
Team ACAI
First purchase and love the hiking…
First purchase and love the hiking trousers. Generously sized, well made and fast despatch. Will shop again.
May 22, 2026
Reply from ACAI Outdoorwear
Thank you so much for leaving a review! We really appreciate you taking the time and we're so glad you love your new hiking trousers.
Very pleased with my second pair of…
Very pleased with my second pair of leggings from ACAI. Exactly as described. Yet to wear them in anger but I am sure they won’t let me down. Very good communication and rapid delivery.
May 22, 2026
Reply from ACAI Outdoorwear
Thank you for taking the time to leave us a review! We're so happy you've been pleased with our leggings.
Poor fabric quality
Unfortunately the top I ordered was not right, the fabric was too heavy. I returned my order and I am still waiting for my refund. Not very happy.
May 10, 2026
Reply from ACAI Outdoorwear
Hi Ros,
Thank you for sharing your feedback, and we are very sorry for the frustration the wait for your refund has caused.
We are sorry to hear that the top wasn't right for you and that the fabric felt too heavy. Regarding your refund, we want to reassure you that your return is currently still processing within our standard return timeframes.
We are actively monitoring our return queues to ensure everything is finalised for you as quickly as possible.
Team ACAI
Refund not happened after return
I ordered some trousers in April and they didn’t fit so returned them that week and on 30/4 they acknowledged receipt of the returned goods but I have still not had my refund and it’s 1/6. They are not replying to my emails either. Definitely won’t be buying again as they should not hold onto your money for that long - this was my order number Re: RMA Number: 12496 Original Order: #AC487469
June 1, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Katrina,
Thank you for your feedback, and we are very sorry for the delay with your refund and the frustration this has caused.
We completely understand that waiting this long for your money is unacceptable, and we apologise for the lack of communication you have experienced. Please be assured that your return is currently processing within our standard 21-working-day timeframe, which has been extended due to the recent bank holidays and courier processing times.
We have located your details using the RMA and order numbers provided, and we have requested some additional information from you via direct message so we can investigate this immediately and get your refund finalised for you as a matter of urgency.
Team ACAI
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.
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