True elegance is never one-size-fits-all. At ZAPAKA, we celebrate individuality, believing that the most beautiful dress is one that feels like it was made just for you.Our commitment to this idea comes alive through our custom sizing and bespoke color services. This level of personalization is an art. It means your gown is thoughtfully crafted from the moment of your order, becoming a final, treasured piece in your wardrobe's story. It's a promise of a look that is uniquely yours.We are dedicated to this craft and to your satisfaction. Your experience, shared here on Trustpilot, is a vital part of our commitment to excellence.
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Is Zapaka legit?
Zapaka (zapaka.com) has a 3.6 out of 5 rating on OK.one, based on 201 user reviews collected here. It is listed under Shopping & Fashion and its reputation is mixed. Opinions are polarized: 66% rate it 4 stars or higher while 29% give 1 star; The business has replied to 100% of negative reviews; Reviews mostly discuss Product, Customer service, Quality. Last updated 2026-09-05.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Consumers frequently praise the helpful customer service team, noting that representatives are exceptionally kind and attentive when assisting with sizing questions or order modifications. Many people also find gorgeous dresses for special occasions that match the advertised online pictures wonderfully and fit nicely.
Some reviewers were not happy with the complicated and costly return process, mentioning that shipping expenses are high and steps can feel discouraging. Others noted that certain items arrived late or featured unexpected sizing issues, poor fabric quality, and colors that looked entirely different in person.
Auto-generated from all reviews of this business. For reference only.
I love the huge selection this company has! When I had questions, they emailed back within a day. I was able to get custom sizing and there were no problems with that process. I had a nice experience talking with Tiki and I'm looking forward to receiving my dress!
Reply from Zapaka2026-04-27
Dear customer，
Thank you for sharing your excitement — it’s absolutely contagious! 🎉💕 We’re so happy to hear that you loved our wide selection and that the custom sizing process went smoothly for you. Tiki is smiling from ear to ear knowing you had such a nice experience! 😊🌟 We can’t wait for your dress to arrive and hope it brings you even more joy. Thanks for being such a wonderful part of the Zapaka family! 💖✨
Best regards,
Zapaka Customer Care Team
Still waiting for my dress but Customer Service (thanks to Zane!) was very helpful and answered to all my questions.
Reply from Zapaka2026-04-27
Dear customer，
Thanks a bunch for your lovely feedback — even while you're still waiting, your patience means the world to us! 🥰 Zane is absolutely thrilled to know that he could help answer all your questions and keep you in the loop every step of the way. 🌟 We're counting down the days with you until your dress arrives, and we truly hope it brings a huge smile to your face! 💖✨
Best regards,
Zapaka Customer Care Team
Although I have not received the product yet (too soon), my exchange with Joyce was prompt and courteous.
Reply from Zapaka2026-04-27
Dear Anna，
Thank you so much for sharing your experience so far! 💕 Even before your product arrives, it means a lot to know that Joyce was able to assist you promptly and courteously — because a great start sets the tone for everything! 🌟😊 We truly appreciate your trust, and we can't wait for you to receive your order. Wishing it exceeds your expectations! 💖✨
Best regards,
Zapaka Customer Care Team
Great customer service by Tikki!!
I was worried about return policy but what was offered was fair and I appreciate the help
Reply from Zapaka2026-04-27
Dear customer，
Thank you so much for your lovely shout-out to Tiki! 🎀💕 We're so glad she could put your mind at ease about the return policy and offer you a fair solution you truly appreciated — that open, honest support is what we always aim for! 🌟😊 Your trust means everything to us, and we're honored to have you as part of the Zapaka family. 💖
Best regards,
Zapaka Customer Care Team
Amazing customer service answered quickly and applied my discount code so quick! Thank you Zapaka support
Reply from Zapaka2026-04-23
Dear customer，
Thank you so much for your amazing feedback! 💕 We're thrilled to hear that our customer service team was able to answer quickly and apply your discount code without delay — that's the fast and helpful support we always strive to provide! 🌟😊 Your kind words mean the world to us. Thank you for choosing Zapaka, and we can't wait to serve you again! 💖✨
Best regards,
Zapaka Customer Care Team
Tiki answered my questions and responded honestly and quickly - thank you - looking forward to the dress and hoping it’s amazing
Reply from Zapaka2026-04-23
Dear Lisa LeVie
Thank you so much for your kind words! 💕 We're so glad Tiki was able to answer your questions honestly and quickly — that's exactly the kind of support we strive for. 🌟😊 We're just as excited as you are for the dress to arrive, and we have every hope it will be absolutely amazing! 💖 Thank you for trusting us, and please don't hesitate to reach out if you need anything else before then! ✨
Best regards,
Zapaka Customer Care Team
Caution! Negative experience with this store.
I do not recommend buying from here. I received an item that was not usable (the dress arrived dirty), while the packaging was not damaged.
The website presents itself as a European store (in my case, German), but in reality the item was shipped from another country, and the return address provided is in the USA.
Returns are only possible at the buyer’s expense, which creates significant additional costs. The seller did not offer a fair solution.
Very disappointing experience. I recommend carefully checking all conditions before purchasing.
Reply from Zapaka2026-04-23
Dear Iryna Babych,
Hello, we sincerely apologize for the dirty dress you received, the unclear return process, and the additional costs incurred due to international returns. 💕 We fully understand your disappointment and dissatisfaction, and thank you for bringing this issue to our attention. It's important to note that Zapaka is a global online store, and our returns warehouse is located in the United States, which is a carefully considered arrangement. Regarding the dirty dress issue you mentioned, this clearly does not meet our shipping standards, and we take this very seriously and are willing to take responsibility. 📋 We have already sent a solution to your email address; please take a moment to check it (and also check your spam/junk mail folder). We hope to resolve this matter properly for you. Thank you for your understanding and patience. 🌹
Best regards,
Zapaka Customer Care Team
Riley was great with handling an ordering issue for me. Her response was quick and I am so excited to receive my dress! Thanks Riley!!
Reply from Zapaka2026-04-23
Dear Carey Y，
Thank you so much for your lovely feedback! 💕 We're absolutely delighted to hear that Riley handled your ordering issue quickly and made you feel excited about your dress — that's exactly the kind of caring and efficient support we aim for! 🌟😊 We'll be sure to pass along your thanks to Riley, and we can't wait for you to receive your beautiful dress! 💖✨
Best regards,
Zapaka Customer Care Team
The suit i order was out of stock so there give me a choice ?dut still waiting
Reply from Zapaka2026-04-23
Dear Carlene Bailey，
Thank you so much for your understanding and for sticking with us! 💕 We're truly sorry that the suit you originally ordered was out of stock, but we're glad we could offer you a suitable alternative. 😊 We appreciate your patience while we work to get everything sorted for you, and we hope the replacement will be just what you're looking for! 🌟💖 Thank you again for your support — it means the world to us!
Best regards,
Zapaka Customer Care Team
My daughter didn't like the dress; it looked cheap.
So she tried to return it by sending them an email, but they refused, saying we were past the return deadline. We had only received it three days earlier. She argued with them, but they flatly refused.
SO DON'T BUY FROM THEM, because if you’re not satisfied, you’ll be stuck with the dress.
Reply from Zapaka2026-04-20
Dear Evelyne B,
Greetings. We sincerely apologize for the distress and disappointment caused by your daughter's dissatisfaction with the dress, as well as the subsequent rejection of your return request. 💕 We fully understand your frustration and appreciate you taking the time to bring this matter to our attention. We would like to clarify that, while our return policy does indeed specify a return timeframe, the situation you described—where the item was deemed "past the return window" despite having been received just three days prior—clearly deviates from our standard procedures. We take this matter very seriously and are committed to investigating it thoroughly on your behalf. 📋 To help us better understand the specific issues you encountered, we kindly request that you forward your order number and any relevant communication records to our customer service email address: **[email protected]**. We will verify the details as soon as possible and do our utmost to provide a reasonable resolution. Thank you for your understanding and cooperation; we look forward to the opportunity to resolve this matter to your satisfaction. 🌹
Best regards,
Zapaka Customer Care Team
I received my order from Zapaka on 01.29.26, and immediately reached out to the merchant regarding a refund. Zapaka tried to get me to keep the outfit, which was ill-fitting, cheap, and not the same as the picture displayed on their website. The options were offered: 1. keep the outfit and not return it, and get a refund of $10, or a coupon code worth $15. 2. Exchange and receive a coupon worth $82 to reorder the same item, or keep the item without returning it, but it can only be used to purchase a skirt and no other merchandise. 3. Return merchandise minus shipping fee. However, I chose number 3. Zapaka received its merchandise via USPS and failed to credit the original method of payment after 14 days. I contacted my financial institution regarding the matter and was issued a temporary credit. The merchant responded, and the credit was returned to Zapaka. The merchandise was returned in the original condition when I received it. Zapaka advertises quality attire online, and when customers receive the merchandise, it's 100 percent polyester. If I wanted polyester, I would've shopped at Walmart, Shein, or Alibaba online. Then Zapaka wants to barter with you to keep your money. If you order from them, you will not get quality clothing, and you will not get your money back. Please buy from a reputable business, save your money, and yourself a headache. They are scammers!!!!
Reply from Zapaka2026-04-20
Dear Aetna M,
We are truly sorry to hear about your experience and sincerely apologize for the frustration and disappointment this situation has caused you. 💕 We completely understand your anger — receiving a product that does not match your expectations, combined with a difficult resolution process, is absolutely not the experience we want any customer to have. Please know that we take every quality and refund issue very seriously. While our policies do offer partial refunds or exchange vouchers as alternatives, a full return with shipping costs deducted is also a valid option clearly stated in our policy. That said, we regret that your refund did not process smoothly and that the temporary refund was later reversed — we understand how upsetting this must have been. 📋 To help us better understand your situation and investigate what went wrong with your return and refund, could you kindly send your order details and tracking information to our customer service email at **[email protected]**? Our team will personally review your case and work to find a fair resolution for you. We truly appreciate your honesty and the opportunity to make things right. 🌹
Best regards,
Zapaka Customer Care Team
Despite other reviews, I had a pretty positive experience. Unfortunately the dress I bought was much too long for me but I got in contact with Tiki from customer support who was more than happy to help. Along with swift and clear responses, I was able to get a partial refund immediately for my sizing issue.
Reply from Zapaka2026-04-20
Dear customer,
Thank you so much for sharing your positive experience! 💕 We're really glad that despite the sizing issue with the length, Tiki was able to step in and help you right away with clear communication and a partial refund — that's the kind of fast, understanding support we always aim for! 🌟😊 We truly appreciate your trust and hope to serve you even better next time. 💖
Best regards,
Zapaka Customer Care Team
Great customer service! The support was very helpful, quick to respond, and handled everything professionally. Special thanks to William for his assistance. Thank you!
Reply from Zapaka2026-04-20
Dear customer,
Thank you so much for your kind words! 😊💕 We're delighted to hear that William provided you with quick, professional, and helpful support — he'll be so happy to know you appreciated his assistance! 🌟✨ Thank you for trusting us, and we look forward to serving you again anytime. 💖
Best regards,
Zapaka Customer Care Team
Tiki assisted me she was very nice and such a great help
Reply from Zapaka2026-04-20
Dear customer,
Thank you so much for your sweet feedback! 💕 We're absolutely delighted to hear that Tiki was so nice and such a great help to you — that's exactly the kind of caring support we aim to provide! 🌟😊 We'll make sure Tiki knows how much you appreciated her assistance. Please feel free to reach out anytime you need us! 💖
Best regards,
Zapaka Customer Care Team
Quick reply to emails
Wonderful selection of dresses at a good price
Reply from Zapaka2026-04-20
Dear customer,
Thank you so much for your lovely feedback! 💕 We're thrilled to hear that you've enjoyed our quick email responses and that you're happy with the wonderful selection of dresses at good prices — that's exactly what we strive for every day! 🌟😊 Your satisfaction means the world to us, and we can't wait to help you find your next beautiful dress. 💖
Best regards,
Zapaka Customer Care Team
I was a little worried about my order so I contacted the support and Tiki was very helpful! She was able to send me the tracking information and all the details for my order! Very detailed and made me feel reassured about my order!
Reply from Zapaka2026-04-16
Dear Liz，
Thank you so much for your sweet review! 😊💕 We're so glad Tiki was able to put your mind at ease and provide all the tracking details you needed — making you feel reassured is exactly what we aim for! 🌟✨ Your trust means the world to us, and we’re always here whenever you need a little extra support. 💖
Best regards,
Zapaka Customer Care Team
I ordered my dress over a MONTH ago, and it has been processing this entire time. I have constantly been emailing them for updates, not receiving an email back until days later. This morning, I just was notified that my dress got sent back, adding 5 MORE DAYS! So now, it will not arrive in time. DO NOT BUY.
Reply from Zapaka2026-04-20
Dear Paige,
Greetings. We sincerely apologize for the prolonged "Processing" status of your order, the delay in our response, and the fact that the dress was returned—preventing it from being delivered to you on time. 💕 We fully understand the anxiety and disappointment this has caused you, and we appreciate you taking the time to bring this issue to our attention. We would like to clarify that returned dresses are typically sent back due to reasons such as incomplete address details or failed delivery attempts; furthermore, these returned packages do not arrive at our warehouse. However, regardless of the underlying cause, we deeply regret the waiting and inconvenience this has caused you. 📋 To better understand your specific situation and assist you in finding a resolution, we kindly request that you send your order number and relevant details to our customer service email address: **[email protected]**. We will investigate the matter as soon as possible and provide you with a clear response. Thank you for your understanding and cooperation; we hope to have the opportunity to resolve this matter for you. 🌹
Best regards,
Zapaka Customer Care Team
My item took a few weeks to ship. But, I was away when it was received throughout the refund period. They agreed to process a partial refund nonetheless, which I was very grateful for.
Reply from Zapaka2026-04-20
Dear customer,
Thank you so much for your understanding and kind words! 💕 We truly appreciate your patience with the shipping time, and we're so glad we could still offer you a partial refund even after the refund period had passed due to your time away — making things right for our customers is always our priority. 🌟😊 Your gratitude means the world to us, and we hope to serve you again in the future! 💖
Best regards,
Zapaka Customer Care Team
Joyce was very helpful in amending the measurements in my order :)
Reply from Zapaka2026-04-20
Dear Amber,
Thank you so much for your lovely feedback! 💕 We're so happy to hear that Joyce was able to help you with the measurements for your order — getting those little details just right makes all the difference! 🌟😊 We'll be sure to pass along your kind words to her. Please don't hesitate to reach out if you need anything else! 💖
Best regards,
Zapaka Customer Care Team
Had to order with specific measurements and after an email interchange with the costumer service team everything went smoothly and even expedited!!! They handled my concern very professionally. Good quality and craftsmanship. Special thanks to Cecilia and Riley who answered to my inquiry/issue.
Reply from Zapaka2026-04-16
Dear Chucho，
Thank you so much for your glowing review! 🌟💕 We're absolutely thrilled to hear that your experience with custom measurements went so smoothly and that both Cecilia and Riley were able to assist you with professionalism and care — they'll be so happy to know you appreciated their support! 👗✨ It means the world to us that you trust us for such special occasions, and we can't wait to help you find your next beautiful dress. Thank you for being such a wonderful part of the Zapaka family! 💖
Best regards,
Zapaka Customer Care Team
