Returns

We apologise for delays in processing orders and refunds due to a Winter Sale backlog. Our team is working hard to resolve all issues as quickly as possible.

Thank you for your understanding and patience. We truly appreciate your support.

If you would like to return your item - no problem! We want you to be completely happy with your purchase. You can process your return here. 

Please have your order number (AC included) and either your postcode or email address to hand to proceed with your return. 

We recommend trying on all items in the comfort of your home, to avoid any potential soiling or damage to the original condition of the items. If you are not happy with your item, you may return it unworn, in the original packing. To be eligible for a refund/credit note, please ensure your item is unworn and in the same condition that you received it.

Your item must be returned within 60 days of our dispatch date.

Please note during Peak times and holidays, your return may take slightly longer to process. 

International Returns

Please send your items back within 60 days of receiving to:

ACAI Returns, Unit 10 Holland Park. Factory Road, Sandycroft, Flintshire, CH5 2QJ, United Kingdom

We are currently working to implement a returns system that matches the service of our UK customers and we hope to have this up and running within a few months. 

Refunds

Once your return has been received and inspected, we will process the refund to the original payment method within 14 working days. If you received a free gift with your purchase and want to hold on to it, no problem, we will just deduct the value from your refund. If your initial order qualified for free shipping and you return items for a refund, leaving your basket value below £95, we shall issue the refund less the cost of shipping. 

Exchanges

As of 1st August 2023, we no longer offer exchanges. If you would like to swap your item for a different colour or size then please request a refund via the portal for your original item and rebuy the alternative item you'd like. This process is much quicker and streamlined than our previous exchange offering.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at team@acaioutdoorwear.com.

 

Postage

We offer a fully tracked service for all UK returns. You don't need access to a printer as you can choose to use a QR code instead of printing a label. When you drop the parcel at your local Post Office, they will give you the tracking number and print the label when they scan the QR code.