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 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.

*** UPDATE 21/12/22***

We are aware some customers are experiencing a slower returns service from us than we would like. We would like to apologise and explain, as this may continue for another week or so.

In short, the Royal Mail strikes have had an impact on their ability to return parcels to us. They are currently arriving to us in huge batches with multiple days’ worth all in one day.

We are processing these as quickly as we can, prioritising customer returns across the business. Most people will receive their return within 10 working days however, a small percentage of orders may not quite make that window and could take a little longer to arrive.

Please be reassured, if you have email confirmation that we have received your return parcel, the return will follow shortly.

Thank you for your understanding.

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

 

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.