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.
Written by the business, not verified by us.
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.
What a mistake buying from this company!!!! After 3 weeks i emailed customer support wanting to know where my dress was, the response was that they were making the dress and then it would be dispatched, which is rubbish because i brought a standard size 10 not a custom made one. When i finally got the dress the colour was totally different to the colour online it was so dark i wanted the dusky sage instead i got a dark green that did nothing for the dress. The dress felt really cheaply made and didnt fit me properly. So i wanted a refund customer support gave me three options the refund process was not easy at all, i didnt want the dress just wanted my money back they told me i had to send back to USA at my own cost which would be a long and expensive process. I paid $151 for this dress and only got $45 back if you are in Australia dont buy from them its definally been a learning curve for me.
Reply from Zapaka2026-07-30
Dear Helene Goodwin,
We are truly devastated to read about your experience, and we sincerely apologize—from the bottom of our team—for the frustration, disappointment, and financial loss you have endured. 😢 To wait three weeks for a dress, only to receive the wrong color, poor quality, and an ill-fitting item, is absolutely unacceptable, and we completely understand why you feel misled and let down. Please know that we hear your anger, and we are genuinely sorry that we failed you at every step of this process.
We also want to address the specific concerns you raised. Regarding the dispatch time—while we do produce some of our dresses in batches, we completely understand why the "making your dress" response felt confusing and dishonest, especially since you ordered a standard size 10, not a custom-made one. We sincerely apologize for the lack of clarity in our communication. As for the color difference, we acknowledge that screen displays can vary, but we also take full responsibility for the fact that the dusky sage you expected was nowhere near the dark green you received—that should never have happened. Regarding the return process, we fully understand your frustration with having to ship the dress back to the U.S. at your own cost, and we regret that this process left you feeling like you had no fair options. We hear you, and we are actively reviewing our return policies to better serve our international customers.
That said, we have already sent a follow-up email to your registered address with a resolution proposal that we believe addresses your concerns more fairly. We kindly ask that you please check your inbox (and spam folder, just in case) for our message. We truly hope this new offer will help make up for the disappointment you've experienced, and we are committed to restoring your faith in us. If you do not see our email, please reach out to us directly at [email protected], and we will resend it immediately.
We deeply regret the trouble this has caused you, and we thank you for giving us the opportunity to make things right.
Best regards,
ZAPAKA Customer Care Team
I had trouble placing my order. For some reason the address changed while I was placing my order to an old address! I contacted customer service immediately. They were quick to help! I can’t wait to receive my order!
Reply from Zapaka2026-07-30
Dear Courtney Graf,
Thank you so much for your kind words—we're so glad our team was able to jump in quickly and sort out that address issue for you! 😊 We know how stressful it can be when technology glitches at the worst possible moment, so it's wonderful to hear that our customer service team had your back and made things right without any hassle. We truly appreciate your patience and your trust in us, and we're just as excited as you are for your order to arrive! We hope you absolutely love it, and we can't wait to have you shop with us again. 💛
Best regards,
ZAPAKA Customer Care Team
Be aware of the hidden return costs.
I bought a dress for approximately NOK 350. When I wanted to return it, I was informed that I had to pay around NOK 250 for the return shipping – more than 70% of the price of the dress.
My main concern is not that I had to pay for return shipping. My concern is that this information was not clearly presented during the checkout process. Instead, it is only available on a separate return policy page that customers have to find and read on their own before placing an order.
I contacted customer service several times and asked them to show me exactly where, before payment, I was informed that I would be responsible for these return costs. Instead of answering my question, they repeatedly sent the same standard reply telling me that I should have read all the information on their website.
In my opinion, this is not transparent or customer-friendly. If I had known that returning a NOK 350 dress would cost around NOK 250, I would never have placed the order.
I cannot recommend this company based on my experience…..
Reply from Zapaka2026-07-30
Dear Jenny Venås,
We are truly sorry to read about your frustration, and we sincerely apologize that the return shipping costs came as such an unpleasant surprise—we completely understand why you feel this information was not clearly presented, and we regret that our standard replies failed to address your specific concern about where this policy is shown during checkout. 😢 We acknowledge that relying solely on a separate return policy page is not as transparent as it should be, and we are actively reviewing our checkout process to make return cost information more visible for all customers. That said, we have already sent a follow-up email to your registered address with a resolution proposal that we hope will address your concerns more fairly—please kindly check your inbox (and spam folder) for our message, and if you don't see it, feel free to reach out to us at [email protected] so we can resend it immediately. We truly hope you'll give us a chance to make this right.
Best regards,
ZAPAKA Customer Care Team
I bought a dress for my son's wedding which was a bit too small.
I emailed Zapkara to ask about returns and reorder etc and an email came straight back from Phoebe who was so helpful. She passed me over to customer services once I told her the situation and Phoenix emailed me to help further . He was so helpful and the situation was resolved quickly. Thank you so much Phoenix!
I will review the dress once it arrives..
Reply from Zapaka2026-07-30
Dear Teresa Prime,
Thank you so much for taking the time to share your wonderful experience—we're absolutely thrilled to hear that Phoebe and Phoenix teamed up to get your size issue sorted out so quickly and smoothly! 😊 It's fantastic that Phoebe was able to jump in right away and connect you with the right team, and we're especially proud of Phoenix for stepping in and resolving everything with such helpful and efficient service. We'll be sure to pass along your kind words to both of them—they'll be so happy to know their efforts made a real difference for such an important occasion as your son's wedding. We truly appreciate your patience and your trust in us, and we can't wait to hear your thoughts once the new dress arrives—fingers crossed it's absolutely perfect! 💛
Best regards,
ZAPAKA Customer Care Team
dress is beautiful & comfortable, although I ended up needing a refund as it had a stain on it. Cecilia was very fair, helpful and patient in dealing with my disappointment.
Reply from Zapaka2026-07-25
Dear Customer,
Thank you so much for your lovely feedback—we're thrilled you found the dress beautiful and comfortable, though we're truly sorry the stain got in the way of a perfect experience! We really appreciate your honesty, and we're so glad Cecilia was able to step in with fairness, patience, and genuine care to turn a disappointing moment into a smooth resolution; she'll be absolutely delighted to know her efforts made you feel heard and supported. We've taken note of the quality issue and will address it with our team, because you deserve nothing less than flawless. If you ever decide to shop with us again, we'd love the chance to wow you—and please know we're always here if you need anything at all.
Best regards,
ZAPAKA Customer Care Team
Dear Josephine,
Thank you so much for taking the time to share your feedback! 💖 We're delighted to hear that you had a great experience with our customer service. 😊 Providing friendly, helpful, and responsive support is always our top priority, and your kind words truly encourage our team. Thank you for choosing ZAPAKA—we sincerely appreciate your support and look forward to serving you again for your next special occasion! ✨👗
Best regards,
ZAPAKA Customer Care Team
I received a good and kind customer support. Everything was explained in a clear and polite manner which is highly appreciated. It makes shopping at Zapaka worth while considering how rarely customer requests are processed with care. Big thank you for that to the customer service employee Zora!
Reply from Zapaka2026-07-21
Dear Customer,
Thank you so much for your heartfelt review! 💖 We're truly delighted to hear that you had such a positive experience with our customer service. Knowing that Zora was able to assist you with kindness, patience, and clear communication means the world to us. 😊 We believe every customer deserves attentive care, and your recognition of Zora's efforts is incredibly encouraging. We'll be sure to share your wonderful compliments with her! Thank you for choosing ZAPAKA—we sincerely appreciate your support and look forward to helping you again in the future. ✨🌸
Best regards,
ZAPAKA Customer Care Team
This has been one of the worst online shopping experiences I have ever had.
I ordered a dress that cost over $160, but the color I received was completely different from what was shown on the website. This was not a minor difference caused by lighting or screen settings—it was an entirely different color. The dress was useless for the event I purchased it for.
To make matters worse, such an expensive dress arrived stuffed into a cheap plastic bag and completely wrinkled. The packaging did not reflect the quality or price of the item.
The most frustrating part has been customer service. Instead of taking responsibility, they repeatedly insisted that the dress matched their photos and kept delaying the process by asking for more pictures, even after I had already provided clear evidence. They then offered an insulting partial refund instead of resolving the issue fairly.
I wasted weeks waiting for this dress, only to receive the wrong item, and then had to spend even more time fighting for a solution. A company that values its customers should stand behind its products and take responsibility when it makes a mistake.
I would never buy from this company again and cannot recommend it to anyone. If you expect the item you order to actually match the photos, shop elsewhere.
Reply from Zapaka2026-07-21
Dear rossana,
We are truly sorry to hear about your experience and sincerely apologize for the disappointment and frustration caused by your order. We completely understand how upsetting it must have been to receive a dress whose color did not meet your expectations, especially after waiting weeks for an important event. We are also sorry that the packaging and the follow-up communication with our customer service team left you feeling unsupported. Please allow us to explain that while we strive to display our products as accurately as possible and every item undergoes quality inspection before shipment, slight color variations may occasionally occur due to fabric batches, lighting, or display settings. However, we understand your concern that the color difference was significant, and we take feedback like yours very seriously. Our team may request additional photos only to accurately assess the issue and provide the most appropriate solution, not to delay the resolution. We would sincerely appreciate the opportunity to investigate your case further and make things right. Please send your order number, photos of the dress, and any relevant information to [email protected], and our dedicated support team will review your case as a priority and do everything possible to provide a fair resolution. Thank you for your patience and for giving us the opportunity to improve. 💙
Best regards,
ZAPAKA Customer Care Team
Be aware. Huge scam. I ordered $300 of product from this company. It was never delivered to me. They claim they had the wrong address and that is my fault. However, when they checked with me, they had the right address. So now they claim that they can only give me 40% of my money back. Think about that. You spend money. The product never arrives. They blame your address and or the shipping company. And they return less than half of what you paid. This company is from Russia. So be aware. You will not get your money back if there is anything wrong in transit. Even though. It never ever got to me Huge scam.
Reply from Zapaka2026-07-16
Dear alison wall,
We are truly sorry to hear about your experience and sincerely apologize for the frustration and disappointment this situation has caused. We completely understand how upsetting it must have been to not receive your order, especially after waiting for it, and we regret that the outcome did not meet your expectations. Your feedback is very important to us, and we take your concerns seriously.
We would like to clarify that we always strive to ensure every order is delivered successfully. In cases where a package cannot be delivered and is affected by shipping issues or address-related circumstances, our customer service team reviews the situation carefully in accordance with our shipping and refund policy and works to provide the most appropriate resolution possible. We also want to clarify that ZAPAKA is an international company serving customers worldwide, and we are committed to providing reliable products and customer support regardless of the destination.
We have already sent you a corresponding solution regarding your case. Please kindly check your email at your earliest convenience. Once we receive your reply, we will carefully verify all the details of your order and continue working with you to find the best possible resolution. We sincerely appreciate your patience and hope to have the opportunity to restore your confidence in our service.
Best regards,
ZAPAKA Customer Care Team
I bought a suit for my brother’s wedding party. The quality of the suit was only medium, but the biggest problem was that the size was completely different from the size chart they provided on their website.
When I requested a return, they gave me only three options. They told me to accept a voucher and buy the same product again, and they also refused to pay the return shipping costs in either direction. This is ridiculous and completely unfair to customers.
I don’t understand why the U.S. allows businesses to operate this way. I believe this is an unfair business practice, and I will report this company to the appropriate consumer protection authorities.
Reply from Zapaka2026-07-21
Dear Maryam Frogh,
We are truly sorry to hear about your experience and sincerely apologize for the disappointment and frustration caused by the suit's sizing and the return process. We completely understand how upsetting it must have been to receive an item that did not match the size chart, especially for such an important occasion as your brother's wedding. Please allow us to explain that our products are made according to the measurements provided in our size charts, and our return policy is designed to offer customers several resolution options while following our standard procedures. However, we understand that the solution offered did not meet your expectations, and we sincerely regret the inconvenience this has caused. We would greatly appreciate the opportunity to review your case in detail and work toward a satisfactory resolution. Please send your order number and any relevant information to [email protected], and our dedicated support team will investigate your case promptly and do everything possible to assist you. Thank you for your patience and for giving us the opportunity to make things right. 💙
Best regards,
ZAPAKA Customer Care Team
I have had a couple of questions so contacted Customer Service. Mica was always prompt in replying and most helpful with the answers provided. Can’t fault the service provided. As I have not received the item ordered yet but have been assured by Mica it is on its way I cannot comment on the satisfaction for that part….yet
Reply from Zapaka2026-07-16
Dear Julie Clarke,
Thank you so much for taking the time to share your wonderful experience! 💖 We're delighted to hear that Mica was able to respond promptly and provide the helpful support you needed. Excellent customer service is always our priority, and your kind words truly mean a lot to us. 😊 We're also excited for your order to arrive and hope you'll love it just as much as the service you've received so far! Thank you for your patience and trust in ZAPAKA—we can't wait to hear what you think once your dress arrives! ✨
Best regards,
ZAPAKA Customer Care Team
Instructions on measurements were very clear and easy to follow. Riley reached out to me in regards of a confusing measurement I left and made sure she got the right one before Beginning the process. Communication/ customer service is great!!
Reply from Zapaka2026-07-16
Dear Lizette D,
Thank you so much for your wonderful review! 💖 We're delighted to hear that Riley made the measurement process clear and easy to follow, and that she took the extra time to reach out and confirm your measurements before production. Providing careful attention to detail and excellent communication is exactly the experience we hope every customer receives. 😊 Your kind words truly mean the world to us, and we'll be sure to share your compliments with Riley. Thank you for choosing ZAPAKA—we can't wait to serve you again! ✨
Best regards,
ZAPAKA Customer Care Team
Ridiculous return policy where at first they offered me a $7!!!!! refund!!! WTAF!!!! Then they changed it to a 21$ refund if I kept the $70 dress that was $27 on top of that to ship to me, but if I send it back for the $70 refund that doesn't include the shipping cost, the shipping back would have been 43$!!!!! WTAF!!!!!! So I will lose $80 just keeping the dress and would only lose $70 sending it back and wasting my time and money even more. No thanks. Goodwill will probably just burn it when I drop it off there. Oh well.
Edit: Learn to read English if you're going to open up a store in the US. I never said I didn't understand the return policies, I said that they were genuinely terrible. Maybe if you hired Americans you would be able to understand what I'm saying. You should be covering the shipping fees for returns, that's what any other reputable company would do. Hell, even SHEIN does that.
Reply from Zapaka2026-07-16
Dear Jory Walls,
We are truly sorry to hear about your experience and sincerely apologize for the frustration and disappointment you've encountered. We completely understand how upsetting it can be when the return process and refund options do not meet your expectations, and we regret that this situation has left you feeling dissatisfied. Your feedback is very important to us, and we appreciate you taking the time to share your concerns. We would like to explain that our return and refund policy, including the return shipping responsibility and available refund options, is outlined on our website before an order is placed. In some cases, we may also offer a partial refund as an alternative for customers who prefer to keep the item, with the goal of helping them avoid the inconvenience and expense of international return shipping. However, we understand that every situation is different, and we are always willing to review individual cases whenever possible. Please send your order number and any relevant information to [email protected], and our dedicated team will carefully investigate your case, verify all the details, and do our best to provide you with a fair and satisfactory resolution. We truly appreciate the opportunity to assist you and hope to regain your trust.
Best regards,
ZAPAKA Customer Care Team
Returning items to ZAPAKA is a major ordeal.
I ordered a dress standard size without any customizations ($187 including shipping ) Once an order is submitted to this company, it is sent to a place in China to be made (takes a couple of weeks) and another week or so to ship it to Canada.
The day I received it, I tried it on and found that it that too big. I sent their “support” an email that it is too big, I don’t like it and I would like to return it. For the next three day s emails went back and forth. I kept telling them I want to return it for a refund. They kept trying to find a solution to the problem.
After the 4th email, they sent me the following 3 options:
1. Keep the product and do not return it: we will provide a refund of (10%)$16 or a coupon code worth (15%)$24.
2. Exchange (Exchange): We will send you a coupon worth (70%)$114, which you can use to reorder the same item online in any color or size you choose. You can keep the item you received without returning it. Note: This coupon can only be used to purchase this item and cannot be used on other products
3. Return. After the product arrives, after inspection, if there is no problem with the product, we will refund it from the original route. Please note that the original shipping fee will not be refunded and the return shipping fee will be borne by you.
I told them again that I want to return it. They finally sent me return shipping information. They said that I have 7 days to deliver the package to the post office. Any products that exceed the 7-day return period will not be accepted for refund. They wasted 3 days with back and forth emails and I have a 7 day deadline to return the dress from Canada to Texas in the USA. I ended up paying shipping $19 to receive the dress and $24 plus duties $10 to return this dress. At this point, I don’t know how much money they will refund if any at all since the post office said it will take 6 days to get to Texas.
I have accepted the fact that I will probably not get any money back. I wanted to make other people aware of what to expect when they place an order with this company. Needless to say, this experience has put me off online shopping.
Reply from Zapaka2026-07-16
Dear Olga Dimokopoulos,
We are truly sorry to hear about your experience and sincerely apologize for the frustration and inconvenience you encountered throughout the return process. We completely understand how disappointing it must have been when the dress did not fit as expected and the return procedure felt lengthy and stressful. Your feedback is extremely valuable to us, and we appreciate you taking the time to share your concerns. We would like to explain that our customer service team always aims to provide the most suitable solution for each customer before proceeding with a return, which is why alternative options such as partial refunds or exchanges may be offered first. Our return policy, including the return time frame, original shipping fee, and return shipping responsibility, is also clearly stated before purchase. However, we understand that every case is unique, and we regret that your experience did not meet your expectations. We have already sent you a corresponding solution regarding your case. Please kindly check your email at your earliest convenience. Once we receive your reply, we will carefully verify your order details and continue working with you to reach a satisfactory resolution as quickly as possible. Thank you for your patience and for giving us the opportunity to assist you.
Best regards,
ZAPAKA Customer Care Team
I placed an order and needed to refund it ... within a day of emailing them, Riley reached out and sorted the entire matter out so beautifully. Excellent customer care... appreciate all their hardwork.
Reply from Zapaka2026-07-14
Dear Libi,
Thank you so much for your wonderful feedback! 🌷 We're delighted to hear that Riley was able to assist you so quickly and make your refund process smooth and stress-free. Providing prompt, caring, and efficient support is exactly what we strive for, so your kind words truly mean the world to us. 💕 We'll be sure to pass your compliments along to Riley—they'll be thrilled to know they made such a positive difference. Thank you for choosing ZAPAKA, and we hope to have the pleasure of serving you again in the future! ✨
Best regards,
ZAPAKA Customer Care Team
I am putting up this review as a notice for my order cancellation to be confirmed. It’s been less than 24 hours before I cancelled my order after I discovered there is an additional 14+ days on top of the shipping 8 days delivery window. Hopefully they reply and sort out my refund.
Reply from Zapaka2026-07-14
Dear James Michori,
We sincerely apologize for the inconvenience and concern caused by your order cancellation request. We understand how frustrating it can be when the estimated processing and delivery time does not meet your expectations, and we are truly sorry for any confusion or disappointment this has caused.
Regarding your concerns, we would like to kindly explain that the estimated shipping time shown on our website refers to the transit time after an order has been processed. Some dresses may also require additional processing time depending on the style and production schedule. We always strive to provide accurate order information and process cancellation requests as quickly as possible. We sincerely apologize if our response was not as prompt as you expected.
To help us verify your request and provide you with the most appropriate assistance, we kindly ask you to send your order number and the relevant details to our customer service email at [email protected]. Once we receive your information, we will review your case promptly and do our best to assist you with your cancellation and refund request.
Best regards,
ZAPAKA Customer Care Team
Very poor customer service + unable to delete account AND unsubscribe from emails
I made an account with Zapaka over 3 years ago for my prom, and I haven’t used it for quite a while. As my account was no longer in use, I tried to delete it, but their customer service is so terrible that I’ve been trying to delete the account for almost up to a year. They continually redirect you to another branch of their customer service that *somehow* cannot handle your concern, and they’re very bad at resolving really any customer service issue. I regret making this account as they now have my data and information, even though the account deletion process should not be so difficult in the first place. Would not buy/interact with them again if I could. :/
Reply from Zapaka2026-07-14
Dear greenishgirl,
We sincerely apologize for the frustration and inconvenience you have experienced while trying to delete your account and stop receiving emails. We completely understand your concerns, and we are truly sorry that this process has taken much longer than it should have. This is certainly not the experience we want our customers to have.
Regarding your concerns, we would like to kindly explain that account-related requests may sometimes need to be handled by the appropriate support team to ensure the security and protection of customer information. However, we sincerely apologize if the communication between teams caused unnecessary delays or made you feel that your request was not being properly addressed. Your feedback is very important to us, and we are committed to improving our service and support process.
To help us investigate your case as quickly as possible, we kindly ask you to send your registered email address and any relevant details to our customer service email at [email protected]. Once we receive your information, we will carefully review your request, verify the situation, and provide you with the appropriate assistance as soon as possible.
Best regards,
ZAPAKA Customer Care Team
Update (July 28): After I posted this review, Zapaka responded publicly on Trustpilot and contacted me by email within hours. They kindly offered to reimburse my original shipping cost, but I declined because my concern was never about additional compensation. It was about the return process itself.
I also submitted this same review directly on Zapaka's website on June 27. As of July 28, it has still not appeared on their website, despite their prompt responses to my Trustpilot review. I can't say whether it was rejected or never approved, but I believe it's relevant for other shoppers to know.
I wanted to share my experience because I wish I had known what to expect before placing my order.
I followed the sizing guidance on the website, which recommends sizing up if you are between sizes because their sizes may run smaller. Unfortunately, the dress was much too large.
Because the dress was too large throughout the bust, waist, hips, shoulders, and length, alterations would have required significant work, making them an impractical solution for me.
The dress generally resembled the product photos in color and overall design, but the quality and drape did not match what is shown on the website. It also arrived without a brand label, a size label, and with only a small Made in China tag toward the bottom of the dress.
I requested a return two days after delivery, and the return process was by far the most frustrating part of my experience.
Because returns must be initiated through customer service by email, I was first asked why I wanted to return the dress. After explaining that it was too large, I was then asked to provide a detailed explanation of exactly how it was too large.
Rather than providing return instructions, I was first offered:
A $9 partial refund if I kept the dress
A $16 store credit
A $74 coupon that could only be used toward purchasing the same Zapaka dress
After declining those offers and continuing to request a return, it took 10 emails before I was able to complete the return. The return address wasn't provided until the ninth email.
The return instructions required me to mail the dress within 7 days, include my order number inside the package, return it in its original packaging, provide photos of the packaged return, provide a photo of my shipping receipt, and email the tracking number before my refund would be processed.
Even after receiving those instructions, I was again encouraged to keep the dress and was offered either a $27 partial refund or a $34 coupon.
I paid $26.99 for the original shipping and an additional $15.10 to return the dress. I understood those costs were nonrefundable under the return policy.
Three additional emails were required after I shipped the dress to confirm receipt, provide tracking information, and complete the refund process.
When I initially realized the dress was too large, my first thought was to exchange it for a smaller size. However, once I considered that I would lose the $26.99 original shipping charge, pay to return the dress, and pay shipping again on a replacement, an exchange was already becoming difficult to justify. When Zapaka explained that their exchange option was a $74 credit toward a replacement dress that retailed for $125, I decided it made more sense to complete the return, receive my refund, and purchase my dress elsewhere.
In the end, I did receive my refund, but the overall return process was unnecessarily time-consuming and far more complicated than any online retailer I have dealt with.
I posted this same review on their website. Will be curious to see if it makes it to the page.
Reply from Zapaka2026-07-10
Dear Liana,
We sincerely apologize for the disappointment and frustration you experienced throughout your shopping and return process. We understand how discouraging it must have been when the dress did not fit as expected and when the return procedure took much longer than you anticipated. We truly appreciate you taking the time to share such detailed feedback, as it helps us better understand where we need to improve.
Regarding your concerns, we would like to kindly explain that our return policy and related terms, including return shipping responsibilities and refund conditions, are available on our website before purchase. Our customer service team may ask for additional information about sizing or fit in order to better understand the issue and determine whether an alternative solution may be helpful. We sincerely apologize if this communication made the return process feel complicated or inconvenient. Your comments regarding the product labeling, return experience, and overall service have been taken seriously and will be shared with the relevant team for further review and improvement.
We have already sent you a personalized solution regarding your case and kindly ask you to check your email at your convenience. We sincerely hope you will give us the opportunity to continue assisting you and work toward a resolution that leaves you feeling more satisfied. Thank you again for your valuable feedback.
Best regards,
ZAPAKA Customer Care Team
Riley gave great customer service that was friendly, fast, and very communicative. I reached out originally to upgrade my package to expedited delivery and she made sure that it was taken care immediately. I also had an issue with the delivery and she was able to retrieve the FedEx tracking number for me. Riley was patient with my questions and concerns. I will be recommending Zapaka to others and buying from this company again thanks to the great customer service. Thanks again Riley!
Reply from Zapaka2026-07-10
Dear Customer,
Thank you for taking the time to share such an amazing review! 🌟 We're absolutely thrilled to hear that Riley was able to assist you every step of the way—from upgrading your shipping to helping you track your package and answering all of your questions with patience and care. 💕 Knowing that Riley's support made such a positive impression and earned your trust means the world to us. Your recommendation is the highest compliment we could receive, and we'll be sure to pass your wonderful feedback along to Riley. We can't wait to welcome you back to ZAPAKA for your next special occasion! 🎉
Best regards,
ZAPAKA Customer Care Team
I would not recommend ordering from ZAPAKA based on my experience.
I paid $145 for a dress that did not look like the photos shown on their website. When I contacted customer service to request a return, the process became extremely frustrating. I had to email multiple times just to get a return address. I was repeatedly told I would have to pay return shipping, but they did not provide the address until I continued asking.
When I finally received the return instructions, I was given a Texas return address at a suite location. The package I received appeared to come from California, which made the return process feel very unclear and sketchy to me.
I paid an additional $14 out of my own pocket to ship the dress back. I also paid an additional fee at the time of purchase that appeared to be an overseas tax/charge. After the return was completed, I received an email stating they processed a “100% refund” of $119, while also stating that shipping, restocking, and handling fees were deducted.
Overall, I lost approximately $45 and spent a lot of time trying to complete what should have been a simple return. My experience with the product and the return process was disappointing. I recommend carefully reading the return policy before ordering.
Reply from Zapaka2026-07-08
Dear Monty Carpenter,
We sincerely apologize for the frustration and disappointment you experienced with your order and return process. We understand how upsetting it can be when a dress does not meet your expectations and when the return process feels more complicated than it should. Please know that we truly value your feedback and are sorry for the inconvenience caused.
Regarding your concerns, we would like to kindly explain that our return policy clearly outlines the applicable return shipping, restocking, and handling fees, which may be deducted from the refund amount depending on the situation. We also understand your concerns about the return address and communication process, and we apologize if the information provided did not make you feel clear and supported. We are continuously working to improve our service process and provide a better shopping experience for every customer.
We have already sent you a solution regarding your case and sincerely hope you can check your email at your convenience. We would appreciate the opportunity to further assist you and work toward a satisfactory resolution. Thank you again for sharing your experience with us.
Best regards,
ZAPAKA Customer Care Team
