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.
The return policy is extremely limiting. You get a 7 day window to return your item and they may charge you if you return 2 dresses. The shipping was HORRENDOUS it took exceedingly long for my daughter to receive her prom dresses and they arrived AFTER one of proms. It was easy to reach them by email, but they just say a lot of nice things. They don’t make any adjustments or extend themselves to actually provide strong customer service.
Reply from Zapaka2026-06-06
Dear F Smith:
We sincerely apologize for any inconvenience this may cause. We will actively handle any after-sales issues. You can contact us at our main email address: [email protected]. Thank you for giving us the opportunity to serve you personally.
Best regards,
Zapaka Customer Care Team
This has been one of the most disappointing online shopping experiences I've had.
Read the fine prints!! If the dress is too big, too small, or simply doesn't fit right and you need to return it, you're screwed.
I paid $104.99 for a dress, including $37.99 for shipping. The dress was too big on me and much longer than expected. When I decided to return it, I paid another $21.94 for return shipping and even paid extra to require a signature so I would have proof it was received. My gut feeling told me to spend the extra money. The emails I had received up to that point felt very robotic and not like they were coming from a real person.
After tracking showed the package had been delivered for several days, I still hadn't received a refund and had to reach out myself. That's when I discovered I was only being refunded $67. I was extremely upset. While their policy states that original shipping and return shipping costs are non-refundable, the end result was that I spent nearly $60 and have nothing to show for it.
What disappointed me even more was the complete lack of customer service after I questioned the refund amount. I emailed twice to discuss my concerns and never received a response. Not even a simple acknowledgment. A company that values its customers should at least take the time to respond.
In my opinion, customers should not have to pay such significant costs when an item doesn't fit properly, it’s not our fault the item doesn’t fit correctly.
Between the high shipping costs and the lack of communication, I would not purchase from this company again and cannot recommend them to others.
Reply from Zapaka2026-06-06
Dear Daisy:
We sincerely apologize for any inconvenience this may cause. We will actively handle any after-sales issues. You can contact us at our main email address: [email protected].
Thank you for giving us the opportunity to serve you personally.
Best regards,
Zapaka Customer Care Team
my dress wasn’t true to size, the colour was completely different to the picture, it was meant to be pink with gold glitter but came with yellowish gold glitter and an orange yellow gold overall colour, and the material was awful the company refused to let me return even tho it was within 7 business days as there was a bank holiday. wouldn’t waste your money on that website
Reply from Zapaka2026-06-06
Dear Ella Louise Crompton:
We sincerely apologize for the issue you encountered. According to our return policy, your order was indeed returned after the due date. 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
The company never answered any of my calls or emails about the status of my order. Horrible customer service. Website is hard to use and is unclear about a lot of things. Do not order a prom dress from here unless you’re ordering 3 months in advance don’t trust the shipping time.
Reply from Zapaka2026-06-06
Dear Kylie de Champlain:
We sincerely apologize for any questions or concerns you may have. We have arranged for a specialist to review your order. Please contact us at [email protected], and we will respond and resolve your issue as soon as possible.
Best regards,
Zapaka Customer Care Team
Tiki was fantastic! The dress was beautiful. It was longer than the photo, but some slight alterations and it’s wonderful. Thank you!
Reply from Zapaka2026-06-06
Dear Customer,
Thank you for your review. We are pleased to know that Tiki provided you with excellent service and that you were satisfied.
We look forward to serving you again soon.
Best regards,
Zapaka Customer Care Team
Please don't order from here it's a total rip-off. First, I received my package a month after placing my order, with no tracking information. Then I wanted to send the clothes back because they arrived way too late, and now I’m supposed to pay €50 for shipping and I’m not even getting all my money back. What’s that about? They also give vague responses to emails and don’t ask any specific questions. Please, please don’t order from them.
Reply from Zapaka2026-06-06
Dear Christina Karim:
We sincerely apologize for your issue. We fully understand your dissatisfaction. We have contacted you via email to resolve this matter; please check your inbox.
Thank you for giving us the opportunity to serve you personally.
Best regards,
Zapaka Customer Care Team
The customer service is excellent. They reply very fast and offer good solutions. I‘d like to mention Riley, who has been truly helpful all the way through advising me regarding the return of my package and the customized sizes for my new dress. The delivery is as fast as noted on the website and there weren’t any issues.
Reply from Zapaka2026-06-01
Dear Ngoc Chau,
We’re glad our service and response met your expectations. It’s our pleasure to assist you with returns and custom sizing. We will pass your kind words to Riley.
Best regards,
Zapaka Customer Care Team
I ordered two dresses from Zapaka, and they were completely different from what was advertised on their website. When I decided to return them, I realized they make the return process unnecessarily difficult, which is very unusual. Who does that?
The only way to contact them is through email, and it feels like you’re communicating with AI rather than actual customer service. They requested photos of the issues, which I provided, but after that they completely stopped responding.
If I don’t hear back from them soon, I will file a complaint with California consumer protection authorities. At this point, it’s not even about the money anymore. This kind of business practice feels deceptive and very close to a scam.
Reply from Zapaka2026-06-01
Dear Gorki Bahar,
We are truly sorry for the unsatisfactory experience . Our team has sent you detailed follow-up information via email. Please check your mailbox, and we will properly handle your return request for you.
Please rest assured we will resolve this matter as soon as possible.
Best regards,
Zapaka Customer Care Team
I would recommend ordering over a month in advance, and I had to email specifically to ask for tracking. Otherwise it would’ve not been given to me. Despite this the dress was perfect, just as advertised and great quality. The customer service advisor Riley was incredibly helpful. I emailed with a few questions and again to ask for tracking and she was amazing. I would recommend, perfect for prom.
Reply from Zapaka2026-06-01
Dear Eadie,
We note your suggestion about placing orders ahead of time. We will improve our tracking information delivery. Glad the dress lives up to your expectations and Riley could assist you well.
Best regards,
Zapaka Customer Care Team
I can't recommend this company enough.
I took a chance and ordered a dress, OK it took a few weeks to arrive but when I received it it is absolutely gorgeous. Just like the picture, beautifully made and fits like a glove. Incredibly flattering and exactly what I wanted. I highly recommend them.
Reply from Zapaka2026-06-01
Dear Lynsey,
Thank you for your lovely review! We're delighted the dress fits and looks perfect on you. Your kind words mean a great deal to us.
Best regards,
Zapaka Customer Care Team
ABSOLUTELY DISGUSTING COMPANY.
order a dress turns up with a ripped seem, asks to return it and was told I had to pay to send it to Texas- £31.05. Absolute rip off.
Reply from Zapaka2026-06-01
Dear Rachael Taylor,
We sincerely apologize for the damaged dress and the trouble caused. We have contacted you by email. Please check your mailbox, and we will help you resolve this after-sales issue.
Best regards,
Zapaka Customer Care Team
I paid for express shipping (4-8 business days, extra $25), to be here a week before my prom, was expected 2 days ago. I messaged customer service and they said that there is a “tailoring time” so they started making it the second I ordered it so it will actually take 21 business days, instead of the 7 business days I paid for. Even the fedex app said that it was expected two days ago. So I paid extra for shipping for nothing!
Reply from Zapaka2026-06-01
Dear Tegan Mackinnon:
We take all your issues very seriously, and I will personally follow up on your situation. We sincerely apologize for the unpleasant experience. We fully understand your dissatisfaction with the delivery timeline. To clarify the whole matter, please contact us at [email protected]. Our team will thoroughly look into your order status and progress, and work step-by-step to figure out a proper solution for you.
Best regards,
Zapaka Customer Care Team
I come back with a review after the dress arrived. It looks just like in the picture, the fabric is very good, doubles so it doesn't look transparent. A little longer than expected (we were afraid it would be short). Shipping to Romania was done through courier, not Post Office with extra taxes. I really appreciated that. Also, the delivery was faster than expected.
Reply from Zapaka2026-06-01
Dear Oana,
Great to hear the dress fits well and the fabric is to your liking. We're also pleased our shipping arrangement brought you a hassle-free experience.
Best regards,
Zapaka Customer Care Team
Thank you for assisting me, Tiki! I appreciate your quick response and willingness to help with the smooth return process.
Reply from Zapaka2026-05-29
Dear Zilo，
You are very welcome! It was our pleasure to assist you with the return. We are glad everything went smoothly for you. Feel free to contact us anytime if you need further help.
Best regards,
Zapaka Customer Care Team
I asked them
To change the size after ordering, usually it’s tough to contact a company after you make an order, but riley resolved my issue in less than. 24 hours.
Great customer service.
Reply from Zapaka2026-05-29
Dear Velisha Bhatia，
Thank you for your nice comment. We're glad Riley managed to help you adjust the size within 24 hours. We always try our best to deliver efficient service to every customer.
Feel free to contact us anytime if you need further assistance.
Best regards,
Zapaka Customer Care Team
Reilly really helped me a lot with my order, I appreciate the fast responses and excellent service.
Reply from Zapaka2026-05-29
Dear Simran Oad，
Thank you for your kind words. We're delighted that Reilly provided you with great help and efficient service. It's always our priority to assist every customer well.
Please feel free to contact us if you need anything else.
Best regards,
Zapaka Customer Care Team
The returns process states within 7 days on the website but when they send you the return process it includes so many steps to put you off plus a 15% deduction for 2-3 garments. Plus you pay all return costs and have to provide a tracking number or the refund is null and void. Just not worth it use a UK based company don't bother. Then the agents spend emails back and forth begging you to accept a voucher or tiny refund instead.
Reply from Zapaka2026-05-29
Dear Jennie Osborn，
We are truly sorry you had an unpleasant experience.
We have noted all your complaints and emailed you to resolve this issue. We will make improvements to our return process accordingly. Please check your inbox for our message.
Best regards,
Zapaka Customer Care Team
I had such a great experience with Zapaka! I accidentally ordered the wrong size for my prom dress and was really worried it would be too late to fix, but their customer service team responded incredibly quickly and efficiently before the order was shipped.
A special thank you to Riley for being so helpful, kind, and professional throughout the whole process. The size was updated smoothly with no stress at all, and I really appreciated the fast communication and support.
Excellent customer service and a really positive shopping experience — I would definitely recommend Zapaka to anyone looking for prom dresses.
Reply from Zapaka2026-05-29
Dear Nisha，
We really appreciate your kind words! Glad we could solve the size issue for you in time. Your recognition means a lot to our whole team. Hope you love your prom dress and enjoy your big day!
Best regards,
Zapaka Customer Care Team
The dress turned out just like the picture on line. It is made to order so it took about a month to get to me. Tiki from customer service was excellent, letting me know when the dress would be arriving. However, their on line map still shows the dress in China after I received the dress.
Reply from Zapaka2026-05-29
Dear GG，
We highly appreciate your valuable feedback. We are pleased that the custom-made dress meets your expectations and that you were satisfied with our staff Tiki. We sincerely apologize for the inaccurate tracking information. Our team will investigate and resolve this technical issue promptly. We wish you all the best.
Best regards,
Zapaka Customer Care Team
Personally I think Zapaka is great. All the dresses on here look amazing, compared to all the other websites I have searched through where the dresses and extremely over priced and in general don’t look as good, Zapaka has an amazing selection of dresses which are all unique and beautiful in my opinion with reasonable prices which really set them apart from other dress making companies. Communication has been quick efficient and clear which is great. I would also like to mention that Riley has been extremely helpful, understanding, patient and kind when responding to my concerns and has replied in a very professional manner. I cannot wait to receive my dress and I have no doubt it will look amazing -thank you Riley.
Reply from Zapaka2026-05-29
Dear ，
Thank you so much for your heartfelt review. We’re glad that our stylish dresses, reasonable prices and efficient communication have left you a great impression. We really appreciate your kind words about Riley, who always tries her best to help every customer with patience and professionalism.
We can feel your excitement and believe you will love your new dress when it arrives. Please contact us anytime if you need further help.
Best regards,
Zapaka Customer Care Team
