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.
They lied about shipping saying it will take 6 days to arrive but rn it’s in china my prom is in a couple days i might have to miss my one time opportunity of going prom im really disappointed i ordered it on 30 May today it’s 13 June
Reply from Zapaka2026-06-16
Dear Kgomotso Rukweza:
We sincerely apologize for any inconvenience and disappointment this may have caused. We will follow up on your order immediately. Please contact us at [email protected].
Thank you for giving us the opportunity to serve you.
Best regards,
Zapaka Customer Care Team
Absolutely terrible experience. I would strongly advise anyone to avoid ordering from this company.
The dress I received looked nothing like the quality shown online. The material felt extremely cheap and the overall quality was very disappointing for the price.
When I requested a return, the company repeatedly tried to avoid accepting it and kept offering partial refunds instead of providing a straightforward return process. After a long back-and-forth, I was finally given a return address in the United States, despite ordering from Germany.
I paid over €50 for international return shipping. Then, due to complicated customs requirements and the return address provided, the package was sent back to me and never even reached their warehouse. I ended up wasting a huge amount of time, money, and energy trying to return a dress that should never have been this difficult to send back in the first place.
The entire process felt frustrating, exhausting, and unnecessarily complicated. Customers should not have to fight for a return or spend more on shipping than the item is worth.
Save yourself the stress and shop elsewhere.
Reply from Zapaka2026-06-16
Dear s sy,
We sincerely apologize for the poor dress quality, complicated return process and extra shipping loss you suffered. We will carefully review your order and properly resolve your issue. Please contact us via our official email: [email protected].
Thank you for giving us the opportunity to assist you.
Best regards,
Zapaka Customer Care Team
The return policy is not simple and can be expensive but I got a 70% refund and kept the item so at least it is delt with in a relatively satisfactory way
Reply from Zapaka2026-06-12
Dear customer,
Thank you for your honest feedback about our return policy. We value your input regarding its complexity and associated costs, and we will keep your thoughts in mind. We are glad we could reach a resolution that worked for you.
Hope to assist you again in the future.
Best regards,
Zapaka Customer Care Team
Ordered 2 dresses on the 8th May. After 3 weeks of no news, I chased for an update and was told one item was ready, and the other was still in production and the items needed to be shipped together. Days later, 2 more chases, and finally a reply that both items were ready and would be shipped. Days later again, no update, and a chase to expedite shipping resulted in my order being put on hold?! To the be told once again, my items were in production and would take up to 14 days to prepare. Absolute waste of time, email responses are clearly from a robot, very poor and unclear customer service as I've been told something different every time. Requested a refund or I'll be disputing with my CC company. Really, really poor.
Reply from Zapaka2026-06-12
Dear Jessica Mooney ,
We sincerely apologize for any inconvenience this may cause. We have contacted you via email to resolve this issue; please check your inbox.
Thank you for giving us the opportunity to assist you personally.
Best regards,
Zapaka Customer Care Team
Although the dress wasn’t suitable Phoenix explained to me my options and I decided to return the dress. It wasn’t an easy process and I had to bear the cost of a return to the USA but I did it successfully with Phoenix and Marin’s guidance and Marin confirmed my refund has been processed. Although the process was tricky, the customer service from Phoenix and Marin was excellent.
Reply from Zapaka2026-06-12
Dear LoisLythgoe,
Thank you for your honest feedback. We appreciate Phoenix and Marin walking you through the return steps and assisting you until your refund was issued. We’re glad their dedicated support helped you resolve the matter despite the complicated return procedure.
Hope to assist you again in the future.
Best regards,
Zapaka Customer Care Team
Riley really helped alot fixing my issue. Thanx for good service
Reply from Zapaka2026-06-12
Dear Stephen,
We are glad Riley successfully sorted out your issue. Thank you for your compliment on our service.
Hope to serve you again soon.
Best regards,
Zapaka Customer Care Team
I ordered a beautiful red dress and even though it didn't come in yet, my experience has been great this far. Tiki, an assistant from Zapaka, has been answering any questions I had within 24 hours. Keeping the way of production and shipping very clear, calming my mind down, as it happens, with purchasing an expensive product from a website you never ordered from. So far, so great.
Reply from Zapaka2026-06-12
Dear Carolina,
Thank you for your lovely feedback. We’re glad Tiki answered all your questions promptly and kept you updated on production and shipping details to ease your worries about your first order with us. We hope you’ll adore your dress once it arrives.
Hope to assist you again in the future.
Best regards,
Zapaka Customer Care Team
They responded within my a day, even though was a sunday. And thank you Tiki for my refund. It was ny 1st time in this website and when I changed my mind on a dress within 24hrs they refunded me all my money. Thanks again Tikii
Reply from Zapaka2026-06-12
Dear jessica,
Thank you so much for your wonderful feedback! We are happy Tiki could reply to you on Sunday and complete your full refund smoothly within 24 hours. It means a lot that you trusted us on your first shopping with us.
Hope we can serve you again in the future.
Best regards,
Zapaka Customer Care Team
Thank you Tiki!
I had such a great experience! Tiki has been incredibly kind, respectful, and helpful from the very beginning. She always answers my emails quickly. It truly made the whole process easy and stress‑free.
I’m very grateful for her support — she really took care of everything and made me feel confident about my order. If I make another purchase in the future, I honestly hope I’ll be connected with her again. She’s wonderful at her job.
Thank you so much, Tiki, for your kindness and professionalism. You really made my experience with Zapaka great.
Reply from Zapaka2026-06-09
Dear Roxane,
We’re delighted to hear you had a fantastic experience with Tiki. We appreciate your sincere praise for her excellent service.
Hope to serve you again soon.
Best regards,
Zapaka Customer Care Team
The dress I ordered from my daughter was ok. However, I tried to return the dress ( it says on the website the return policy is 7 days) and I was unable to do so. Overall the product was ok at best and the return scheme is appalling .
Reply from Zapaka2026-06-09
Dear Relatable ,
We sincerely apologize for the issues you faced with the return process. We will follow up on your request right away. Please contact us via our official email: [email protected] will prioritize verifying your order details.
Thank you for giving us the opportunity to assist you.
Best regards,
Zapaka Customer Care Team
Tiki was very helpful and communicative during the experience and helping me with my return.
Reply from Zapaka2026-06-06
Dear JT,
We’re pleased Tiki assisted you efficiently with your return throughout the process.
Looking forward to serving you again soon.
Best regards,
Zapaka Customer Care Team
The dress came exactly the way it looked online and it fit me perfectly the dress was beautiful and Tiki was amazing any questions I had Tiki answered them flawlessly thank you
Reply from Zapaka2026-06-09
Dear ChrystabelSodje,
We're glad you love the beautiful dress which fits you perfectly. It's our pleasure that Tiki gave you thoughtful answers to all your questions.
Looking forward to serving you again soon.
Best regards,
Zapaka Customer Care Team
I struggled with an issue and the staff were very considerate and eager to help to the greatest extent possible. Shoutout to Tiki for helping me resolve the issue effectively. I am incredibly happy with the way she handled it.
Reply from Zapaka2026-06-09
Dear ArchidhaRahul Varma,
We're glad our team and Tiki managed to resolve your issue properly. Thank you for your kind recognition.
Looking forward to serving you again soon.
Best regards,
Zapaka Customer Care Team
I initially purchased a different version of a dress, with an alternative neckline and back design. After reconsidering my choice,I reached out to customer service. Mica was incredibly helpful, patient, and professional throughout the entire process.
She promptly assisted me with changing my order, arranged a partial refund for the price difference, and ensured that the correct dress was added to my order. Mica also guided me through upgrading to express shipping, explained how to pay the remaining balance, and kept me informed with updates every step of the way.
Her outstanding customer service made what could have been a stressful process smooth and enjoyable. I truly appreciated her responsiveness, kindness, and attention to detail. Thanks to her support, I felt confident throughout my prom dress shopping experience. I would highly recommend both buying from zapaka and the customer service team, especially Mica, for going above and beyond to help customers.
Reply from Zapaka2026-06-09
Dear NehaGovender,
Thank you for your wonderful review. We're thrilled Mica made your order changes seamless and provided you with thoughtful service.
Hope to welcome you again in the future.
Best regards,
Zapaka Customer Care Team
Riley in Customer Service assisted me with updating my correct mailing information, otherwise my delivery would have been held up. I really appreciated it.
Reply from Zapaka2026-06-09
Dear JamiThomas,
We're glad Riley helped you update the mailing information smoothly. Thank you for your kind words.
Hope to assist you again soon.
Best regards,
Zapaka Customer Care Team
Customer service was very helpful when I made an error in my delivery address.
Reply from Zapaka2026-06-06
Dear customer,
We’re glad our team assisted you in fixing your incorrect delivery address smoothly.
Looking forward to serving you again soon.
Best regards,
Zapaka Customer Care Team
I would give them a zero if I could. I ordered a dress and paid expedited shipping. When my order didn't deliver within the 3-8 days as promised, I contacted the company. This was their response:
Thank you for your order on our website. We appreciate your business and trust. Unfortunately, we cannot fulfill your order by the specified date. Our standard processing time is 7 to 14 days, followed by 3 to 10 business days for shipping. We apologize for any inconvenience this may cause.
Your order now is on hold and we kindly ask that you respond within 72 hours. If we do not hear from you by then, we will process your order as is. Thank you for your understanding.
I contacted them immediately asking for a refund. Here's the next response I got:
I completely understand that waiting is stressful, especially with an event coming up! I’ve checked your order, and the good news is that the fabric has already been cut speciffcally for you.
Since it’s so close to completion, cancelling now would incur a fee to cover the materials. However, I can offer you a Free Express Shipping Upgrade (value $37.99)
to make up for the production time. This ensures it arrives by.
Would you like to proceed with this faster shipping option so you don't lose your dream dress?
Kind regards,
Riley
Again, I responded immediately asking for a refund. Here's the next response I got:
Thank you for your reply. I understand that you would still like to cancel your order.
As the order was placed over 24 hours ago and production has already started, the cancellation would involve a partial refund in accordance with our cancellation policy. Please find the details below for your confirmation:
• 24–72 hours after payment: 80% refund + shipping fee
• 72–120 hours after payment: 50% refund + shipping fee
• Over 120 hours after payment: Shipping fee only
• Once the order has shipped, cancellation is no longer possible
Could you please confirm whether you’re comfortable proceeding with the cancellation under these terms? Once confirmed, I’ll arrange it for you promptly.
If you have any questions or would like me to double-check your order status, feel free to let me know—I’m here to help.
Kind regards,
Riley
So - they don't want to refund me my money, or send me the dress!
Avoid Zapaka like the plague!
Reply from Zapaka2026-06-06
Dear Cali:
We sincerely apologize for any inconvenience this may cause. We will actively address the issue. You can contact our main email address [email protected] and provide your order number. We will then review your order status.
Thank you for giving us the opportunity to assist you personally.
Best regards,
Zapaka Customer Care Team
The pantsuit arrived today and looks absolutely beautiful! I can’t wait to wear it to my daughter’s wedding, and I want to thank you once again for your incredibly friendly and professional advice and support.
Best regards,
Constanze
Reply from Zapaka2026-06-06
Dear customer,
We’re thrilled the pantsuit meets your expectation and hope it shines at your daughter’s wedding.
Looking forward to serving you again soon.
Best regards,
Zapaka Customer Care Team
On May 16, 2026, a Saturday at 10:00 pm in the city of Miami Fl I placed an order for dresses that actually look very nice in the photo and a suite. OK!
On Sunday I know that they don't work on Monday I told them to give me an update of the account because I only saw that it said in order with the IDy number not prepared and ok and for that reason I asked them. I told them that I needed it for May 31, 2026 because I have a women's conference and they answered me that it would not be possible that they were custom made and that they took one 7 days to start and another 14 days to finish and after 10 to 7 days I would send them and let them know that my order was on hold until I told them, when I had already told them no, to cancel and I return kindly or I tell them no, thank you but that there will not come time and that I want to cancel as I had already told them before and they told me in another email that my dress would arrive on time that it did not arrive because I was canceling but that it was going to arrive just for the date that I had told them and always the emails were contradictory and different people hiring one day A supposed KELLY and another day a supposed ANNIE and they tell me now that they are going to keep 20% of my money and they have not returned me anything
Reply from Zapaka2026-06-06
Dear Crismiris Contreras:
We sincerely apologize for any inconvenience this may cause. We have explained and resolved this issue with you via email; we will review your case immediately, please check your inbox.
Thank you for giving us the opportunity to assist you personally.
Best regards,
Zapaka Customer Care Team
I was contacted by Riley from the customer service to clarify my order, was really helpful.
Reply from Zapaka2026-06-06
Dear customer,
We are glad Riley helped you clarify your order with helpful support.
Looking forward to serving you again soon.
Best regards,
Zapaka Customer Care Team
