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.
As per other reviews. They back and forth offering you a voucher when you want a full refund. Trying to use a 7 day return policy when legally in the UK it is 14 day and then 'lie' about when the product was received. Still fighting them for a full refund - steer clear of this company!
Reply from Zapaka2026-06-30
Dear Eleanor Devaney,
We sincerely apologize for all the inconvenience you’ve experienced. We have contacted you and sent the return address, please kindly check your mailbox.
Thank you for giving us the chance to assist you.
Best regards,
Zapaka Customer Care Team
Not worth it
I'll just say: if the prices seem too good to be true - they are. Unfortunately most the dresses that arrived were in poor quality and didn't look as nice as they did on the website.
The major complaint in returns hold true. The customer service is quite quick and polite, however they deliberately avoid answering certain questions and are extremely vague about return, pressuring instead for me to hold an item (that I wont wear) for a partial refund of £30.
The return process is long winded and difficult and it's one you'll most likely have to experience if you shop from this website. For this reason, I'd say save yourself the worry and go for a more reputable shop or go local. Don't buy from here
Reply from Zapaka2026-06-25
Dear salem green salem,
We sincerely apologize for the disappointing shopping experience you’ve had with us.
Please reach out to our official mailbox [email protected], and our team will promptly look into your case.
Thank you for giving us the opportunity to assist you personally.
Best regards,
Zapaka Customer Care Team
I ordered a dress for my grandson's upcoming wedding. My order arrived within 10 days of ordering. Unfortunately, it was too big so I had to return it. With the assistance of Tiki in the customer service department, the return process ended up being quite easy. She provided instructions to me, return address, etc. via email. Tiki was a huge help in directing me how to return the dress and receive my refund.
The dress I received was of excellent quality and the material was beautiful. I ordered off of the size chart measurements and a size 12 was extremely close to my measurements. Unfortunately, the dress was too large. I found a different dress for the wedding, but I do plan to order again from this site when I need to look for another formal dress. Next time I will order my usual size which is a 10.
Reply from Zapaka2026-06-25
Dear Grandma Michelle,
Thanks for your sincere review. Glad Tiki guided you smoothly through the return, and you loved the dress quality. We look forward to your next order.
Best regards,
Zapaka Customer Care Team
I have not received my products yet, so I cannot comment on quality. However, I contacted their online chat for customers service and found the personnel that talked to me extremely rude.
Reply from Zapaka2026-06-25
Dear Liv Desaulniers,
We sincerely apologize for the unpleasant chat service experience you encountered. Please reach out to us via [email protected], and we will look into this matter immediately.
Thank you for giving us the opportunity to assist you personally.
Best regards,
Zapaka Customer Care Team
I found this website through social media and instantly fell in love with my dream dress! At first, it seemed impossible that I would receive it in time since the estimated delivery date was June 26th, but I reached out to customer service and Riley went above and beyond to help. Thanks to their amazing support, my dress arrived before my graduation on June 19th!
Not only was the delivery incredibly fast, but the dress itself exceeded all my expectations. The quality, fit, and attention to detail were absolutely outstanding. I felt amazing wearing it on such a special day. A huge thank you to Riley and the entire team for making this happen. Exceptional customer service, beautiful products, and a wonderful shopping experience from start to finish. I highly recommend this website to anyone looking for something special! 💖✨👗
Reply from Zapaka2026-06-23
Dear BHAMINISHEKHAWAT,
Thanks for your lovely review! We’re glad Riley helped rush your dress for graduation and the dress exceeded your expectations. We really appreciate your recommendation.
Best regards,
Zapaka Customer Care Team
HORRIBLE communication. Do not buy. Returns are NOT Easy. Never again..
Reply from Zapaka2026-06-23
Dear Heather Lyn Watson,
We sincerely apologize for all the unpleasant experience you encountered.
Please contact us at [email protected], and we will follow up on your case promptly.
Thank you for giving us the opportunity to assist you personally.
Best regards,
Zapaka Customer Care Team
marin was the most helpful customer service employee that ive ever dealt with!!!
Reply from Zapaka2026-06-23
Dear freya norman,
Thank you for such warm praise! We’re thrilled to hear Marin offered you outstanding support. We will pass your kind compliment to her immediately.
Hope to serve you again soon.
Best regards,
Zapaka Customer Care Team
dress that i bought looked just like the picture 😍🙏 love the details so much! for the price i think i got what i got the prints on the dress are mostly 2d but everything seems to be sewed on quite well cuz when i was fumbling it around nothing dropped! customer service wasreally good as well, i was in touch with Riley and she assured me on everything 🙏 dress came in 3 weeks which was really fast
Reply from Zapaka2026-06-23
Dear customer,
Thank you for your lovely review! We are delighted the dress matches the photos perfectly and you love its delicate details. We’re glad the stitching is sturdy and the whole piece holds up well. It’s wonderful to know Riley gave you reassuring support throughout, and you’re satisfied with the three-week delivery time.
Hope you enjoy wearing your dress and welcome back anytime.
Best regards,
Zapaka Customer Care Team
I am writing again to update my review. After my first review, Zapaka replied to my review with apologizing and willing to help. They asked me to explain the issue by email, so I did. However, after I emailed them, their attitude changed. They instructed me to return the item and to use a shipping method that they could track in my country. I followed all of their instructions. They received the package within only 10 days, but now they are no longer responding to my emails. It has been over a month, and I am still waiting for my refund!
People BE AWARE they are SCAMMERS!
Reply from Zapaka2026-06-23
Dear Wafa Hasan,
We sincerely apologize for all the frustration and bad experience you have encountered. We have reached out to you via email to resolve this issue; please kindly check your mailbox.
We have checked your order and confirmed that the full refund has already been processed.
Please reach out to us via [email protected] if you have any further questions, and we will immediately follow up on your case.
Thank you for giving us the opportunity to assist you personally.
Best regards,
Zapaka Customer Care Team
The Support answered really fast and is really nice, I accidentally ordered the wrong dress and Aniyah helped me really good and im thankful that everything worked with no problems <3
Reply from Zapaka2026-06-23
Dear Amelie,
Thank you so much for your sweet review! We’re happy our support team replied quickly and Aniyah helped you smoothly fix your wrong order without any trouble.
We really appreciate your kind words and hope to serve you again soon.
Best regards,
Zapaka Customer Care Team
Aniyah was menage my case and she was fantastic with this .
Thank you so much
Reply from Zapaka2026-06-23
Dear Joanna Kolanek,
Thank you for your lovely feedback. We’re glad Aniyah handled your case perfectly and provided great support for you.
Hope to assist you again next time.
Best regards,
Zapaka Customer Care Team
Do not order from this company! Disappointing customer service! I would not recommend ordering from here. I ordered a dress from this company for my daughter's wedding, but unfortunately, the fabric is far too heavy and it will be much too hot to wear. I immediately contacted customer service the exact same day it was delivered to request a return, only to be told I have to wait 1 to 2 business days just to receive a return address. To make matters worse, when I asked to speak with a manager to resolve this more quickly, I was simply told they were "not available." The lack of immediate assistance and rigid process is incredibly frustrating. Save yourself the hassle.
Reply from Zapaka2026-06-18
Dear J. Freeman,
We sincerely apologize for any inconvenience you encountered. Please reach out to us via [email protected].
We look forward to sorting this matter out with you.
Best regards,
Zapaka Customer Care Team
I appreciated the quick notification that the dress I ordered was out of stock. I was offered a discount on another dress and/or the option to cancel. Excellent service. The refund was also very prompt.
Reply from Zapaka2026-06-18
Dear Terri Mask,
Thank you for your wonderful feedback! We’re glad we notified you promptly about the out-of-stock dress and provided flexible solutions for you. It’s a pleasure to hear the refund was processed quickly and you enjoyed our service.
Hope to have the chance to serve you again.
Best regards,
Zapaka Customer Care Team
Good quality, looks like the ad, arrived in good time. Thanks!
Reply from Zapaka2026-06-16
Dear RH,
Thank you so much for your positive comment! We’re delighted the dress matches the pictures perfectly and arrived on schedule.
Hope to serve you again soon.
Best regards,
Zapaka Customer Care Team
I had a great experience with customer service with fast replies and the employee Mica especially helped me feel sure that my package would arrive in time
Reply from Zapaka2026-06-16
Dear Angela,
Thank you for your lovely review! We’re glad our team provided quick responses and Mica helped ease your worries about timely delivery.
Hope to assist you again in the future.
Best regards,
Zapaka Customer Care Team
My wife ordered and received a $100.00 dress from zapaka.pt, because we live in Portugal. The dress was shipped from USA. She is not happy with the quality of the dress and does not feel it matches the description. They offered an $8.00 refund and keep the dress or return it to the USA for $61.00 refund. Shipping, Customs fees and VAT are non-refundable and return shipping to USA is not covered. Why promote a .PT website if products are coming from USA? Misleading! This is why Amazon is such a successful retailer.
Reply from Zapaka2026-06-18
Dear Rick,
We sincerely apologize for any inconvenience you encountered. Please reach out to us via [email protected].
We look forward to sorting this matter out with you.
Best regards,
Zapaka Customer Care Team
Riley communicated very well regarding the initial ordering process and then the return process. So very helpful every step of the way!
Reply from Zapaka2026-06-16
Dear Jenna-Rae Brown,
We’re thrilled Riley offered clear communication throughout your order and return process, and glad they supported you at every step. Thank you for your nice feedback!
Hope to assist you again later.
Best regards,
Zapaka Customer Care Team
My wife ordered two dresses from these people. They added a mystery $5 charge in addition to the outrageous shipping on the initial order. This charge was impossible to delete. When she got the dresses neither fit properly so she wanted to return them. She could only communicate by text which they were slow to answer and during the process they shortened the return time from 15 to 7 days. She barely made the return and has yet to see any refund. To put icing on the cake she found the identical dress on Amazon for half the price. Give this outfit a wide pass and save yourself a lot of grief. P.S. you can’t file a Better Business complaint because they operate out of Hong Kong.
Reply from Zapaka2026-06-16
Dear Bill Ireland:
We sincerely apologize for the unpleasant experience you had. We will immediately conduct a full review of your order records and follow up on your refund process. Please contact us via our official email address: [email protected].
We look forward to your reply so that we can resolve this issue as soon as possible.
Best regards,
Zapaka Customer Care Team
