Returns

If you would like to return or exchange for another item/size/colour - no problem! We want you to be completely happy with your purchase and will help in any way we can. You can process your return here (at present, this service is only available to UK and USA customers).

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/exchange/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 despatch date.

USA Returns

Please use the returns portal here. USA returns are charged at $5. Returns will be sent to our centre in Sarasota, Florida via USPS. At present, we are unable to offer exchanges but we would be happy to issue store credit! That way, if you wish to try another size, please re-order from our website.

Please send your items back to us within 60 days of receipt.

Other 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 £85, we shall issue the refund less the cost of shipping. 

Exchanges

If for any reason there is a fault with your item please let us know straight away. If you need to exchange it for a different item (change of size or colour etc), please state the required replacement in the notes box in the returns portal. Exchanges are free.

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. Depending where you live, the time it takes for your exchange to reach you may vary.