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.
I had initially written a review which was not positive at all with zapaka. I had bought two dresses in two different sizes each and although lovely, they did not fit. The return process was an absolute nightmare and difficult. However, when Phoenix took over my return issues, things moved very smoothly and in a timely manner. If you have any return issues. My advice would be to email zapaka, support with the attention of Phoenix as this individual made all the difference in a positive way. A.A
Reply from Zapaka2026-05-29
Dear Andrea Armstrong，
Thank you for sharing your honest experience with us. We sincerely apologize for the troubles you encountered during the initial return process.
We are glad that Phoenix managed to resolve your issues efficiently and smoothly. Your kind recognition means a lot to our team. We will keep improving our after-sales service to offer better support to all customers.
Please feel free to contact us if you need any further help in the future.
Best regards,
Zapaka Customer Care Team
Phoenix was very helpful and assisted me with my order thank you
Reply from Zapaka2026-05-27
Dear Ite，
Thank you so much for your kind shout-out to Phoenix! 🥰💕 We're so glad she could jump in and help with your order — making things easier for you is what we're all about! 🌟😊 We'll be sure Phoenix knows how much you appreciated her support. Thanks for being part of the Zapaka family! 💖✨
Best regards,
Zapaka Customer Care Team
I purchased a dress that unfortunately did not fit. The item arrived while I was out of town, and I returned home on the fifth day of their seven-day return window. I contacted the company by email on day six to begin the return process and request the information needed to return the dress.
The company initially claimed I was outside of the return window, which was inaccurate. I provided proof showing that I initiated the return within the required timeframe, and they eventually approved the return and offered me the option of a refund, which I selected.
I followed all instructions provided and shipped the dress back promptly. After waiting quite some time without any update or refund, I checked the USPS tracking information and discovered that delivery had been attempted on May 11, 2026 at 1:30 PM, but the package could not be delivered because the business location was closed.
I was never informed of limited operating hours or given any delivery instructions that may have prevented this issue. Since then, I have had to spend additional time trying to track down the package and resolve the matter myself, while receiving little to no assistance from the company.
Overall, this experience has been frustrating due to poor communication, inconsistent handling of the return process, and lack of support after the return shipment encountered delivery issues.
Reply from Zapaka2026-05-27
Dear Krystal Hollins,
Hello, we sincerely apologize for the frustration and exhaustion you experienced during the return process due to the dispute over the exceeding of the seven-day return period, the failed package delivery, and the lack of follow-up support. 💕 We fully understand the time and effort you invested, and this is certainly not the experience we wanted to provide. We need to clarify that the package you mentioned was attempted for delivery on May 11, 2026 at 1:30 PM but failed to arrive due to the merchant being closed. This is related to our warehouse's normal operating hours, but we failed to inform you of the specific receiving window in advance, which was indeed a communication shortcoming on our part. We did not receive any proactive notification regarding this delivery failure, and therefore could not follow up in a timely manner, forcing you to track and resolve the issue yourself. 📋 Regarding the issues you encountered, we have sent the corresponding solutions to your email address. Please take a moment to check (and also check your spam/junk mail folder). We hope this solution adequately addresses your concerns. Thank you for your patience and understanding. 🌹
Best regards,
Zapaka Customer Care Team
I had a little trouble ordering a custom-made dress, but customer service helped me out. Riley, in particular, was very nice and responded quickly to my question.
Reply from Zapaka2026-05-27
Dear Luise Dietrich，
Thank you so much for your kind feedback! 🥰💕 We're glad Riley could step in and make your custom dress ordering experience smooth and stress-free — quick, nice, and helpful is exactly how support should be! 🌟😊 We're always here for you whenever you need a hand. Thanks for trusting us! 💖✨
Best regards,
Zapaka Customer Care Team
The service was very nice and they resolved all my problems; I was assisted by a young lady named Riley and another named Shanie
Reply from Zapaka2026-05-27
Dear María Beatriz，
A double dose of excellent service — we love to hear it! 🥰💕 Thank you for shouting out both Riley and Shanie for helping to resolve all your problems with such nice, caring support. 🌟😊 We're so lucky to have them on the team, and even luckier to have you as our customer! 💖✨
Best regards,
Zapaka Customer Care Team
Excellent customer service.
Thanks you to Phoenix.
Great job 👏
Reply from Zapaka2026-05-27
Dear Marianne，
Thank you so much for the shout-out and the clap! 👏🥰💕 Phoenix will be absolutely delighted to know you appreciated the excellent service — and we're so grateful you took the time to say so. 🌟😊 Here's to more great experiences with you in the future! 💖✨
Best regards,
Zapaka Customer Care Team
Thank you for help , Zane , it was pleasure to work with you!
Reply from Zapaka2026-05-27
Dear Евгения Паденко，
And thank *you* for your kind words! 🥰💕 Zane will be absolutely thrilled to know that working with you was such a pleasure — that's exactly the kind of warm connection we love to build with our customers! 🌟😊 We're always here whenever you need us again. 💖✨
Best regards,
Zapaka Customer Care Team
i ordered a dress and it was unfortunately out of stock. customer service was great i dealt with someone called riley and they made sure i got a fast refund that arrived within 24 hours. i would absolutely order from here again.
Reply from Zapaka2026-05-27
Dear harper，
Thank you so much for your wonderful feedback! 🥰💕 We're so sorry the dress was out of stock, but we're absolutely thrilled that Riley turned that disappointment into a fast, smooth, and positive experience for you — with a refund in under 24 hours! 🌟😊 Knowing you'd order from us again means the world. We can't wait to help you find something even more perfect next time! 💖✨
Best regards,
Zapaka Customer Care Team
Unfortunately it would have cost,to much to return. I would give Tiki 5 stars, was very helpful, kind and compassionate.
Reply from Zapaka2026-05-27
Dear Anonymous，
Thank you so much for your heartfelt feedback — even through a tough situation! 🥹💕 We're so sorry the return cost was too high, but we're truly touched that you took the time to give Tiki 5 stars for being helpful, kind, and compassionate. 🌟😊 That means the world to us. We hope we can make your next experience even better from start to finish. 💖✨
Best regards,
Zapaka Customer Care Team
Tiki assisted me efficiently and without delay. She was helpful and knowledgeable, and she exceeded expectations in customer service in every way. I will not hesitate to return to Zapaka for my future dress needs. Your website has an extensive selection of beautiful designs, many of which are unique compared to other websites. Thanks Tiki! Thanks Zapaka!
Reply from Zapaka2026-05-27
Dear Gina，
Wow — thank you for this absolutely glowing review! 🥰💕 We're so proud to hear that Tiki went above and beyond with efficient, knowledgeable, and truly caring service — exactly what we strive for every day! 🌟😊 And knowing you appreciate our unique, beautiful selection makes our hearts so full. Thanks a million for trusting us, and we can't wait to welcome you back for your future dress needs! 💖✨ You're always part of the Zapaka family now!
Best regards,
Zapaka Customer Care Team
Absolutely terrible customer service. I attempted to return two brand-new, unworn dresses that arrived later than the company’s advertised shipping timeframe and contacted them almost immediately after returning home from an out-of-state graduation. Despite the items still being in the original packaging, they refused the return over an extremely restrictive 7-day policy that is not clearly stated on their website (i contacted them 8 days after receiving the items). The company seems willing to give themselves flexibility on shipping delays, but none to their customers. Very disappointing experience and not a company I would purchase from again.
Reply from Zapaka2026-05-27
Dear Barb,
We sincerely apologize for the delay in your return, which caused you to miss the return deadline and resulted in your return being refused despite the item being in brand new, unworn condition. 💕 We fully understand your disappointment and anger, as this is certainly not the experience we wanted to provide. We would like to clarify that our 7-day return policy is clearly stated on our website, but we also recognize that in practice, objective factors such as logistics delays can sometimes cause inconvenience to customers. Your mention of contacting us immediately after attending your graduation ceremony out of state (8 days after receiving the goods) is not due to negligence, and we understand this. While we generally strictly adhere to our return policy, we do offer some leniency for special circumstances such as logistics delays, which was clearly not reflected in our communication this time. 📋 To better handle this matter individually for you, please send your order number and relevant details to our customer service email address **[email protected]**. A specialist will verify your request as soon as possible and do their best to provide a reasonable solution. Thank you for your understanding and cooperation, and we look forward to hearing from you. 🌹
Best regards,
Zapaka Customer Care Team
Great customer service. Tiki was really helpful when I needed to return an item for a refund. New size is on the way.
Reply from Zapaka2026-05-27
Dear Annie W，
Thank you so much for sharing your happiness with us! 🥰💕 We're so glad Tiki was able to help you through the return process smoothly — and how exciting that your new size is already on the way! 🌟😊 Here's to the perfect fit and even more happy moments! 💖✨
Best regards,
Zapaka Customer Care Team
The day after I placed my order I realized I ordered the wrong size and needed to change my order. I emailed customer service and I was quickly contacted and informed that they would get my order updated with the correct size. Once this was done they emailed me confirming that my order had been updated. They were very helpful and accommodating .
Reply from Zapaka2026-05-27
Dear Amanda Moore，
Thank you for sharing this wonderful experience! 🥳💕 We're so glad that you caught the size mix-up right away and that our team was quick, helpful, and accommodating in getting it fixed for you. 🌟😊 The confirmation email to give you peace of mind? That's the little extra we love to offer. 💖✨ Thanks for trusting us — we've got your back!
Best regards,
Zapaka Customer Care Team
Ordered two dresses to ensure a fit. One of the dresses polluted my entire house with glitter. Spent 2 hours cleaning glitter off my floor and furniture for just opening the package.
Their customer service is abysmal. I tried to return the dress that didnt fit, but because the dresses arrived while my daughter was out of town, we were a day or two outside the 7 day return window, which I hadn't known about, they were unwilling to accept the return.
Reply from Zapaka2026-05-27
Dear Michael Tuell,
Hello, we sincerely apologize for the difficulties you faced in cleaning up the mess caused by the sequins falling off your dress, and for being refused a return due to your daughter not being home and missing the return deadline. 💕 We fully understand your anger and frustration. We need to explain that due to unavoidable slight pressure or impact during shipping, some minor sequin falling off is a normal physical phenomenon that occurs in rare cases. Of course, if the sequins significantly affect the overall appearance of the dress, this remains a quality issue that we take very seriously. Regarding the return period, our 7-day policy is clearly stated on our website, but we should be more understanding and flexible in handling minor delays due to special circumstances such as inconvenience in receiving the goods. 📋 We have sent a corresponding solution to your email address regarding your issue. Please take a moment to check it (and also check your spam folder). We hope this solution adequately addresses your concerns. Thank you for your understanding and tolerance. 🌹
Best regards,
Zapaka Customer Care Team
Everything about this website is terrible. I paid for express shipping and it was brought to my attention through customer support AFTER I purchased the dress that the "tailoring time" is included in the wait even if you don't get it custom altered.
Also, terrible terrible customer support. they take a long time to respond to each message and use automated responses. They talk to you like they're sick of you and trying to get the conversation done as fast as possible.
As for the dress itself, I cannot comment on it because it has not come yet, despite me ordering it a month ago.
If this dress does not come within 2 days, which it won't, I will not have a dress for my prom day.
From reading other reviews, I'm sure it will be terrible trying to return this dress after it comes (if it ever does).
Thank you for everything that you've done ZAPAKA.
Reply from Zapaka2026-05-21
Dear Marlee Clarke,
Hello, we sincerely apologize for your disappointment and anger caused by the extended waiting time despite paying for expedited shipping, and the slow and perfunctory responses from our customer service. 💕 We fully understand your anxiety about not receiving your dress as your prom approaches. Please note that we clearly indicate the processing time (including cutting and making) for each order on every product page. Because each dress is meticulously made after the customer places an order, rather than shipped directly from the shelves, this may take longer than for in-stock items. Regarding customer service response, we usually reply within 24 hours, but delays may occur during holidays or peak inquiry periods; this is not a perfunctory response. 📋 To better verify your order progress and provide assistance, please send your order number to our customer service email address **[email protected]**. We will check it for you as soon as possible and try our best to communicate with you about feasible solutions. Thank you for your understanding and cooperation, and we hope to have the opportunity to resolve this matter for you. 🌹
Best regards,
Zapaka Customer Care Team
Aniyah was great assistance when I was worried that my package would not come in time for my event! I got it a week before my event and I’m happy with it!
Reply from Zapaka2026-05-18
Dear customer，
Yay — what a relief and a joy to read! 🥳💕 We're so happy that Aniyah was able to ease your worries and that your package arrived with a whole week to spare before your big event! 🌟✨ Nothing makes us smile more than knowing you're happy with your dress and it arrived right on time. 😊🎉 Thanks for trusting us — and thank Aniyah for us too! 💖
Best regards,
Zapaka Customer Care Team
Excellent customer service! Cecelia was such a big help. She caught an issue with my order and contacted me. They solved it within a day and I could not be happier. Great company.
Reply from Zapaka2026-05-18
Dear Barabara Hayes，
Wow — talk about proactive care! 🦸♀️💕 We're so thrilled that Cecelia spotted an issue with your order and reached out to you before it could become a problem. 🌟 Solving it within a day and leaving you this happy? That's exactly the kind of service we live for! 😊✨ Thank you for calling us a great company — you're pretty great yourself! 💖
Best regards,
Zapaka Customer Care Team
Exemplary Customer Service!
My purchase was for my daughter's wedding. I ordered early, but being mindful of today's mail service and didn't know where it was coming from exactly, I reached out and worked with different customer service reps, who all were amazing! The dress while very beautiful, did not work for me, but working with Riley made the process of return such a smooth process. The detail to knowledge of situation, punctuality on response time and communication was above and beyond! While my item didn't work, I definitely will consider shopping with Zapaka in the future.
Reply from Zapaka2026-05-18
Dear Angela，
Thank you so much for sharing such a heartfelt and detailed review! 💕 We're truly honored that you trusted us with such a special occasion as your daughter's wedding. 🌸 Even though the dress didn't work out for you, we're so glad Riley and the team made the return process smooth and supported you every step of the way — with punctuality, care, and genuine attention to your situation. 🌟😊 Knowing you'd consider shopping with us again in the future means the world to us. Thank you for your kindness and trust! 💖✨
Best regards,
Zapaka Customer Care Team
Excellent Customer Service! Always promptly responded to my messages, handled all of my requests and kept me well informed of all progress.
Reply from Zapaka2026-05-18
Dear Dianne_L，
What a wonderful review — thank you! 🥳💕 We're absolutely thrilled to hear that our customer service team kept you so well informed and responded promptly to every request. 🌟 Keeping you in the loop and making sure you feel supported every step of the way is what we truly love to do! 😊✨ Thanks a million for your kind words and trust in us!
Best regards,
Zapaka Customer Care Team
Dear Denise Escobar，
Short, sweet, and absolutely wonderful to hear — thank you! 🥳💕 Knowing that our customer service left you feeling great is the best reward we could ask for! 🌟😊 We're always just a message away whenever you need us. Thanks for being part of the Zapaka family! 💖✨
Best regards,
Zapaka Customer Care Team
