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.
Riley provided outstanding customer service on helping me match my measurements to what I wanted. She was very thorough and was a pleasure to work with during our numerous emails.
Reply from Zapaka2026-07-08
Dear Beth Delagardelle,
Thank you for taking the time to leave such a thoughtful review! 🌼 We're delighted to hear that Riley was able to help you find the right fit based on your measurements and provide the detailed guidance you were looking for. We know how important it is to feel confident when choosing a dress online, so it's wonderful to know that her patience and dedication made your experience a positive one. 💛 Your kind words will certainly be shared with Riley—they'll mean so much to her. We truly appreciate your support and hope to welcome you back to ZAPAKA again soon! ✨
Best regards,
ZAPAKA Customer Care Team
Helpful Customer Service with dress sizing and occasion
I was ordering dresses for my daughter for her formal and way over-ordered! I was contacted by Riley, who gave me advice to narrow down our selection and helped with sizing. All this was achieved within 72 hours. Riley's customer service was excellent. I'm really looking forward to seeing the dresses! :)
Reply from Zapaka2026-07-08
Dear Samantha Kent,
Thank you for your thoughtful review! 🌸 We're so happy to hear that Riley could assist you with choosing the right dresses and finding the best size for your daughter. Shopping for such a special event can be overwhelming, so it's wonderful to know our team helped make the experience easier and more enjoyable. 💕 We truly appreciate your trust in ZAPAKA and hope your daughter loves her dresses and has an unforgettable formal night! Thank you again for your kind words—they've been shared with Riley and will surely make her day. 🎉
Best regards,
ZAPAKA Customer Care Team
Zapaka.de - Be very careful before you order!!
I ordered a dress from zapaka.de (German website, EUR pricing) and paid an extra 16.80 EUR for expedited shipping (3-7 business days). The tracking number provided never showed any movement - it consistently returned "routing information does not exist." I only received a pickup notification on June 27, two days after the parcel had already arrived at a Packstation far from my home address, with no prior warning that it would not be delivered to my door.
The dress was unwearable - completely different fabric quality from what was shown on the website, extremely oversized, and much longer than described. I contacted support twice to arrange a return. Both times, instead of processing the return, they asked for photos - despite the fact that EU consumer law (Widerrufsrecht) gives every buyer a 14-day no-questions-asked return right for online purchases.
When they finally provided a return address, it was in Texas, USA. I went to Deutsche Post and was told shipping would cost over 100 EUR - nearly the full price of the item. This was never disclosed at the time of purchase on a German-language website.
I have since discovered that this Texas address is a shared warehouse used by multiple Chinese online retailers, and the "US contact number" provided is a Chinese mobile number (+86).
I have opened a PayPal dispute and filed a formal legal notice citing violations of EU Directive 2011/83/EU and §355 BGB.
Update (July 6, 2026): This matter is still unresolved. The PayPal dispute is currently open and under review. I am awaiting the seller’s response to my formal legal notice before contacting PayPal by phone tomorrow. I will update this review once the case is closed.
Reply from Zapaka2026-07-08
Dear Daria Dobrodeeva,
We sincerely apologize for the frustration and disappointment you experienced with your order. We understand how upsetting it can be when the shipping process, product expectations, and return experience do not meet your expectations, and we are truly sorry for the inconvenience and concerns this situation has caused you.
Regarding your concerns about the shipping status, product quality, and return process, we would like to kindly explain that we always strive to provide accurate product information, reliable shipping services, and assistance throughout the after-sales process. We take every customer’s feedback seriously and would like to further review the details of your case to better understand what happened and provide appropriate support.
To help us investigate your order and assist you more effectively, please send your order details and any relevant information to our email address: [email protected]. Our customer care team will carefully verify your case and get back to you with further assistance as soon as possible.
Best regards,
ZAPAKA Customer Care Team
I needed to cancel my order and the customer rep named Tiki was quick, polite and made sure I had great service and wasn’t worried about if I would be able to get my money back after my event was cancelled and I no longer needed my dress.
Reply from Zapaka2026-07-08
Dear Madeleine Weller,
Thank you for your kind feedback! 💙 We're sorry to hear that your event was canceled, but we're so glad Tiki could make the cancellation process smooth and give you peace of mind. Knowing that you felt supported and reassured throughout the refund process means a great deal to us. 🌷 We'll be sure to share your lovely comments with Tiki—they'll truly appreciate the recognition. We hope to have the opportunity to help you find the perfect dress for a happier occasion in the future. ✨
Best regards,
ZAPAKA Customer Care Team
Dear Customer Service Team,
I received my beautiful dress today, and I would like to sincerely thank you. It is absolutely beautiful, elegant, and fits me perfectly. Thank you for listening to my request and arranging such fast shipping. My dress arrived even earlier than expected. I am very happy with your excellent service and will gladly recommend your company to others.
Reply from Zapaka2026-07-06
Dear suzy mkrtumian,
Thank you so much for your wonderful review! 💖 We're absolutely delighted to hear that your dress arrived earlier than expected and that it fits you perfectly. Knowing that you love the style, elegance, and fit truly makes our day! 😊 We're also glad we could accommodate your request and provide you with a positive shopping experience. Your kind words and recommendation mean the world to us, and we can't thank you enough for your trust and support. We hope you enjoy wearing your beautiful dress and look forward to serving you again soon! ✨
Best regards,
ZAPAKA Customer Care Team
Dear Customer,
Thank you for your awesome feedback! 🌟 We're so happy to know that our team was able to respond quickly and provide the support you needed. Fast and reliable service is what we strive for every day, so your recognition truly means a lot to us. 💖 Thanks again for choosing ZAPAKA—we can't wait to help you again the next time you're shopping for your perfect dress! 🥰
Best regards,
ZAPAKA Customer Care Team
Tiki was courteous, responsive, and professional throughout our interaction. They took the time to address my questions clearly and communicated in a friendly manner, which made the process straightforward. Appreciated their willingness to help and their prompt follow-up. Thank you, Tiki, for your assistance.
Reply from Zapaka2026-07-06
Dear Customer,
Thank you so much for your wonderful review! 💙 We're delighted to hear that Tiki was able to provide you with courteous, responsive, and professional support throughout your experience. 😊 It's great to know that the clear communication, prompt follow-up, and friendly assistance made everything smooth and easy for you. We'll be sure to share your kind words with Tiki—they'll be thrilled to know their efforts made such a positive impact! Thank you again for your trust and support. We look forward to serving you again in the future! ✨
Best regards,
ZAPAKA Customer Care Team
I ordered a mother of the bride dress and unfortunately it didn't work for me. The sequins were different in person than they looked in the picture and it didn't fit right (not Zapaka's fault). The quality of the material was fine; the embellishments were not. The standout for me was the service I got from their representative, Mica. I initially forgot to include a discount Zapaka offered, and she took care of that, and when I needed to send the dress back, she walked me through the process and made sure my return was credited. Every time I emailed the company, Mica responded within a day. She gets 5 stars for her service, Zapaka lost a star because the dress was not the same as what was pictured and I would recommend that be corrected.
Reply from Zapaka2026-07-06
Dear Carol Flanagan,
Thank you so much for sharing your thoughtful feedback with us! 🌸 While we're sorry to hear that the dress wasn't quite what you had hoped for, we truly appreciate your honest comments and are grateful for your understanding. It means so much to know that Mica was able to provide caring, prompt, and professional support throughout your experience—from helping with your discount to guiding you through the return process. 💖 We'll be sure to pass along your wonderful compliments to Mica! We also appreciate your feedback regarding the dress's appearance and will share it with our team as we continuously work to improve our product presentation. Thank you again for your trust and support, and we hope to have the opportunity to provide you with an even better experience in the future. ✨
Best regards,
ZAPAKA Customer Care Team
Tiki helped me quickly to manage wrong order. Good customer service.
Reply from Zapaka2026-07-06
Dear Barb,
Your kind words truly made our day! 🌼 We're so glad Tiki was able to quickly resolve the issue with your order and provide the support you needed. Knowing that you had a smooth experience means everything to us, and we'll be sure to share your wonderful feedback with Tiki. 💛 Thank you for choosing ZAPAKA and for recognizing our team's efforts—we're always here whenever you need us. Wishing you a fantastic day, and we hope to serve you again soon! 🌸
Best regards,
ZAPAKA Customer Care Team
Estella has been wonderful to work with during my return! Your dresses are lovely but, unfortunately for me, I just couldn't carry the styles on my 5'2 frame! Estella was professional and so helpful to me during the process. She was prompt in getting back to me and made the return process seamless.
Reply from Zapaka2026-07-06
Dear Lisa,
Thank you from the bottom of our hearts for sharing your experience with us! 💐 We're so happy to hear that Estella made your return process smooth and stress-free. While we're sorry the dress wasn't the perfect match for your frame, we're delighted that Estella's patience, professionalism, and timely support left you with a positive experience. 🌷 We'll be sure to pass along your lovely compliments—they'll truly make Estella's day! Thank you again for choosing ZAPAKA, and we hope to help you find a style that's absolutely perfect for you next time. 💕✨
Best regards,
ZAPAKA Customer Care Team
I returned the dress I bought as it didn’t fit and the sequins were a bit tacky.
I contacted zapaka and received wonderful service from Tiki, she gave me my options to return and was lovely to deal with.
My interaction with Tiki was the best part of the experience. I didn’t realise the dress would need to be returned to the US ( I’m in Australia) and wouldn’t buy from this store again
Reply from Zapaka2026-07-06
Dear Jillian,
We sincerely apologize that your experience did not fully meet your expectations, especially regarding the fit of the dress and your concerns about the sequin design. We truly appreciate you taking the time to share your feedback, and we're glad to hear that Tiki was able to provide you with supportive and kind assistance throughout your return process.
We would like to clarify that, as stated in our return policy, returns are processed through our designated international return center in the United States. As a global brand serving customers in many countries, including Australia, this allows us to maintain a consistent and efficient return handling process for all orders. We understand this may not always be convenient, and we truly appreciate your understanding.
We have already sent you a detailed follow-up solution regarding your case based on your order information. Kindly check your email at your earliest convenience, and we hope the proposed solution will help address your concerns.
Best regards,
ZAPAKA Customer Care Team
I messed up my information and they, including Tiki, were incredibly helpful in getting my information updated.
Reply from Zapaka2026-07-06
Dear Customer,
Thank you for taking a moment to leave us such a lovely review! 💜 We're delighted to hear that Tiki was able to quickly update your information and make everything right after the mix-up. Everyone makes mistakes sometimes, and we're always happy to help get things back on track! 🚀 Your kind recognition means so much to our team, and we'll be sure to share your compliments with Tiki. Thanks again for choosing ZAPAKA—we hope to make your next shopping experience just as enjoyable! 💫
Best regards,
ZAPAKA Customer Care Team
I will definitely order from this company again. Unfortunately, the dress I ordered was too small which is a chance that one takes when ordering online. While the return policy consists of multiple steps, the process was made simple under the clear direction outlined by a customer service rep, Leo. Leo was timely and consistent with responses to emails and provided clear step by step instructions. In addition, I appreciate all the options offered in attempt to correct the situation. Thank you, Leo, for your kindness, professionalism, and dedication to your customers.
Reply from Zapaka2026-07-01
Dear Carol W,
Thank you so much for your wonderful review! 💙 We're delighted to hear that, despite the sizing not being the perfect fit, our customer service was able to make the return process much smoother for you. Your understanding truly means a lot to us.
We're especially thrilled to know that Leo provided you with clear guidance, timely communication, and professional support throughout the entire process. 😊 We'll be sure to share your kind words with Leo—they'll be so happy to know their efforts made a positive difference! Thank you again for your trust and for giving us the opportunity to assist you. We can't wait to serve you again and help you find the perfect dress next time! ✨
Best regards,
Berylove Customer Care Team
Thank you, Marin, for your prompt support and clear, precise advice. Highly appreciated!
Excellent service! Thank you!
I’m so excited to receive my dresses! I’m confident everything will go perfectly. Thank you for the wonderful service!🙏🏻
I have just ordered my dress from Zapaka, to make sure I was happy with my dress a lovely worker named Riley made sure that I wanted the dress strapless by sending in an email. The extra effort was very comforting too know that the dress will be how I envisioned it!
Reply from Zapaka2026-06-30
Dear SnehaSoorath,
Thanks for your kind feedback. We’re glad Riley double-checked your strapless design for you and made you feel reassured.
Best regards,
ZAPAKA Customer Care Team
My partner ordered a suit from here on 8th June paid extra for fast shipping. This item has been with customers since 19th. No progress or update and customer services not offering any reassurance. Our wedding is on Saturday 🤷🏽♀️🤷🏽♀️🤷🏽♀️in 2 days ?!
Reply from Zapaka2026-06-30
Dear Yvonne,
We sincerely apologize for all the inconvenience caused to you. We will follow up on your order immediately. Please reach us via [email protected] so we can assist you promptly.
We appreciate you allowing us to resolve this critical issue for you.
Best regards,
Zapaka Customer Care Team
They do not want to help me with a return even though I asked for it within the first 7 days I was allowed to!!!
They did no reply to my email in time and that is why I do not get a refund?
Reply from Zapaka2026-06-30
Dear Anisia Tudor,
We sincerely apologize for all the inconvenience caused to you. We will follow up on your return request immediately. Please contact us via [email protected] so we can assist you promptly.
We appreciate you allowing us to resolve this matter for you.
Best regards,
Zapaka Customer Care Team
Lieferung hat fast 3 Wochen gedauert und Rücksendung wird in die USA verlangt.
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TO YOUR RESPONSE:
We made already the experience with your after sales team
You strongly refuse to give a full refund, if items are not sent back to the US.
You try to lead customers into accepting partial refunds, starting with 20% of the retail value, and increment them slowly by a few % each time your offer is not accepted. This is a bazar, not honest salesmanship.
My ealuation stands, it's a scam in my view, starting with the indication of wrong delivery timeframes up to handling of returns resulting of such.
Reply from Zapaka2026-06-30
Dear Stefan P,
We sincerely apologize for the unpleasant experience you encountered. We will actively deal with your after-sales matters, please contact us via [email protected].
Thank you for giving us the opportunity to serve you.
Best regards,
Zapaka Customer Care Team
The dress is wonderful exactly like in the pictures and i am not the type of person to write reviews honestly.However my problem is with their poor communication!!!I asked for a return within the first 7 days i was allowed to and they did not respond to my email,after i ve sent another email they replied and said that they cannot do a return because the 7 days limit to do a return was over!So disappointed it is unacceptable!
Reply from Zapaka2026-06-30
Dear Tudor Anisia,
We sincerely apologize for the poor communication and bad experience we brought you. We will actively resolve your after-sales problem. Please contact us via [email protected].
We appreciate you allowing us to resolve this matter for you.
Best regards,
Zapaka Customer Care Team
