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.
I had an issue with the dress that I ordered but the Customer Service rep tiki helped me to resolve the issue. Tiki was a pleasure to work with, very responsive and very professional.
Reply from Zapaka2026-05-18
Dear Dolores，
Thank you for sharing your experience! 🥰 We're so glad that even though an issue came up with your dress, Tiki was there to help turn it around with professionalism and warmth. 🌟💕 Responsive, pleasant, and always ready to help — that's our Tiki! 😊✨ We truly appreciate your kind words and your trust in us!
Best regards,
Zapaka Customer Care Team
Very bad quality dress. All glitters falling all over the place. Plus they have a terrible return policy. You have 7 days to return, and they take one day to reply to emails. There is no telephone number. Also you must pay for shipping and return with track and trace to: USA!!! Which from Europe is about €50! Also you don’t get refunded the initial shipping cost. They only offered me to keep the dress (terrible quality anyways I wont use it) and returned €30 out of €144! Very misleading company, not transparent at all regarding refunds. It doesn’t say anywhere returns are to the US! they take advantage of the customers. BE CAREFUL WITH THIS COMPANY!
Reply from Zapaka2026-05-13
Dear Marcia G,
Hello, we sincerely apologize for your disappointment and sense of being misled due to the sequins falling off your dress, the short return period, and the requirement to pay for return shipping to the US without a refund of the original shipping cost. 💕 We fully understand your anger and frustration; this is clearly not an acceptable shopping experience. We need to clarify that our return policy clearly states a 7-day return period and that original shipping costs are non-refundable. This information is available on our website, but it was clearly not made clear to you before your purchase, which is an oversight on our part in information presentation. The quality issues you described are also seriously inconsistent with our consistent standards, which we take very seriously. 📋 We have sent a corresponding solution to your email address regarding the issues you encountered. Please take a moment to check it (and also check your spam/junk mail folder). We hope this solution adequately addresses your concerns. Thank you for your understanding and tolerance. 🌹
Best regards,
Zapaka Customer Care Team
Exchange issue, sorted in the end but after took too long
Daughter ordered a prom dress on 31st January 2026. The dress arrived in good time and it was small and we needed to get one up. She got in touch with them and they gave us two options. We could send the item back at our cost or keep it and pay a discounted price for a new one in the right size as long as its the same design and color. Now we have been trying since then till now (11th May,2026) with the code but it will not work. We have emailed them with video and photos multiple times but every time they just get back with a standard line. we have checked this on our end and the code works. i have even offered to give them my card details so that they can perhaps complete this from their end and send us the dress considering the prom date is close. their last response was this morning with the same standard line. I tried it from a new computer and it worked for about 30 seconds and by the time i enter the details of the deliver that disappears back to the original price and if i enter it again it comes back with a note to say that discount is not available right now.
Additional comment : Since I posted this it was escalated within the company and a new code was offered. This time it worked and I had the dress in the correct size delivered in good time around middle of May. I am changing my score from one star to a three but still must say that the ordeal was not handled properly from the start and it should have been handled better with customer satisfaction in mind. The whole process took too long considering we placed our first order in 31.1.2026. I would urge the company to look into their returns policy and perhaps simplify it. It's not fair to put customers through so much stress.
Reply from Zapaka2026-05-13
Dear Kaushik Paul,
Hello, we sincerely apologize for the months-long ordeal your daughter faced with the inability to successfully use the discount code due to her dress being too small, and for the standard responses you received during repeated communications. 💕 We fully understand the time and anxiety you and your daughter have invested, especially with the prom approaching; this is certainly not the experience we wanted for you. We need to clarify that the issue you described regarding the discount code malfunctioning at checkout may be due to a system or browser cache error, which we take very seriously and are willing to take responsibility for. 📋 We have already sent a solution to your email address regarding your problem; please take a moment to check it (and also check your spam/junk mail folder). We will assist you in successfully exchanging the dress so your daughter can wear the right gown to the prom. Thank you for your understanding and patience, and we hope to resolve this matter amicably. 🌹
Best regards,
Zapaka Customer Care Team
We received the dress we ordered and it was lovely though didn't fit. I emailed with the customer service representative Tiki who was amazing!!!
Reply from Zapaka2026-05-11
Dear customer，
Thank you for your heartwarming review! 💕 We're so glad the dress was lovely, even though the fit wasn't quite right — and we're absolutely thrilled that Tiki made the whole process feel smooth, supportive, and amazing! 🌟😊 It’s customers like you who remind us why we love what we do. Can’t wait to help you find the perfect fit next time! 💖✨
Best regards,
Zapaka Customer Care Team
Thank you for your heartwarming review! 💕 We're so glad the dress was lovely, even though the fit wasn't quite right — and we're absolutely thrilled that Tiki made the whole process feel smooth, supportive, and amazing! 🌟😊 It’s customers like you who remind us why we love what we do. Can’t wait to help you find the perfect fit next time! 💖✨
Best regards,
Zapaka Customer Care Team
I changed my order 4 minutes AFTER I finalized it and Riley help me fix it
I hit the checkout button with the wrong dress size
4 minutes later your online customer service helpdesk said they would get it changed
They did
Riley contacted me by email saying she updated my brand new order to a US16W instead
Reply from Zapaka2026-05-11
Dear Diane R，
Wow — talk about a quick save! 🦸♀️💨 Thank you so much for sharing this — we're thrilled that Riley was able to jump in just 4 minutes after your order and get that size updated without a hitch! 🌟😊 Talk about fast, caring support! You made our day, and we're so glad we could help you get the perfect fit right from the start. 💖✨ You're always welcome here!
Best regards,
Zapaka Customer Care Team
As many other wrote, quality is subpar. Do not trust their website reviews. Return process is cumbersome, long wait times and unreasonable with the fees they want to charge you to return.
Reply from Zapaka2026-05-11
Dear Patti Howard,
Hello, we sincerely apologize for your concerns regarding the product quality not meeting your expectations, the cumbersome return process, and the unreasonable fees. 💕 We fully understand your disappointment and dissatisfaction, and thank you for providing feedback. We would like to clarify that we are committed to providing the highest possible quality products at the same price point and strive to optimize the return process, but unfortunately, we were unable to meet your expectations this time. Regarding website reviews, we encourage genuine and diverse feedback and do not selectively display only positive reviews. 📋 To better understand your specific situation and strive to find a reasonable solution for you, please send your order number and related questions to our customer service email address **[email protected]**. We will verify your situation as soon as possible and do our best to assist you. Thank you for your understanding and cooperation, and we hope to have the opportunity to resolve this matter properly for you. 🌹
Best regards,
Zapaka Customer Care Team
Dear Jessica，
Aww thank you! 🥰 We're so happy to hear she left such a warm and helpful impression — that kind, caring touch is exactly what we're all about! 🌟💕 Your sweet words truly made our team smile! 😊✨
Best regards,
Zapaka Customer Care Team
Absolutely terrible experience with Zapaka. The company advertises “easy returns,” but completely hides the fact that customers in Europe must return items to the USA. This was only revealed after we requested a return. The return shipping costs from Germany are around 70 EUR because only express shipping is accepted, making the return process practically impossible and financially unreasonable.
This lack of transparency feels extremely misleading. Customer service was slow, evasive, and offered no real solution despite repeated communication. Important return conditions should be clearly visible before purchase, not disclosed afterward. We feel deceived as customers and would strongly warn others to think twice before ordering from this retailer.
Reply from Zapaka2026-05-11
Dear Hrisimira,
Hello, we sincerely apologize for your disappointment and frustration regarding the high shipping costs of returning your item to the US and the fact that you were not fully aware of the return policy before purchasing. 💕 We completely understand your anger and frustration. Please note that Zapaka is a global online store, and our US-based returns warehouse is a result of careful consideration. Therefore, we can only process a full refund if your return package is sent to our warehouse. 📋 We have sent a solution to your email address regarding your issue. Please take a moment to check it (and also check your spam/junk mail folder). We sincerely hope this solution will resolve this matter properly. Thank you for your understanding and patience. 🌹
Best regards,
Zapaka Customer Care Team
Product was low quality and unlike the displayed image. Product took weeks to arrive despite a lack of customizations. Customer service was unhelpful and did refund the item but required the client to pay the shipping cost.
Reply from Zapaka2026-05-11
Dear Mason Woodlee,
We are truly sorry to hear that the product quality did not meet your expectations, that it looked different from the image shown, and that the delivery took longer than hoped — especially for such an important occasion as prom. 💕 We completely understand your disappointment. Please know that our estimated shipping and processing times are clearly stated on the product page, including the fact that standard deliveries usually take several weeks. That said, we regret that this was not clearer to you at the time of purchase. While our return policy requires customers to cover return shipping costs, we hear your frustration and would like to look into your case more carefully. 📋 Could you kindly send your order details and photos showing the quality and color differences to our customer service email at **[email protected]**? Our team will personally review your situation and explore if there’s any further assistance we can offer. Thank you for your honesty and for giving us the chance to improve. 🌹
Best regards,
Zapaka Customer Care Team
This is the letter I wrote to their customer service after 3 weeks and 13 emails of badgering them about our returned dress only to have them withhold $20 for processing and restocking:
Hi XXXX,
Thank you for processing the refund.
However, we would like to formally dispute the deducted shipping, handling, and restocking fees.
We have already paid to ship the product back at our own expense, so applying additional fees on top of that is unreasonable under the circumstances. Furthermore, we strongly suggest that any restocking fee be fully waived due to the unusually slow and lackluster return process we experienced.
To resolve this return, we had to contact your company 13 separate times before receiving closure. The amount of time, follow up, and effort required far exceeded what would be considered a reasonable customer experience.
Given these circumstances, we believe it is appropriate that the deducted fees be refunded in full.
We appreciate your prompt attention to this matter and look forward to your response.
Best regards,
Reply from Zapaka2026-05-11
Dear Benjamin Bennett,
Hello, we sincerely apologize for the 13 emails and subsequent deductions for shipping, handling, and relisting fees you experienced during the return process. 💕 We fully understand the time and effort you invested, and the unfairness and disappointment you felt due to the additional charges. Please note that according to our return policy, returning multiple items does incur handling and relisting fees, which are separate from your initial return shipping costs. However, we also acknowledge that the process you encountered in this case was indeed excessively slow and exhausting, which is not the service experience we expect. 📋 Regarding your feedback, we have sent a corresponding solution to your email address. Please take a moment to check it (and also check your spam/junk mail folder). We hope this solution adequately addresses your concerns. Thank you for your understanding and patience. 🌹
Best regards,
Zapaka Customer Care Team
DO NOT ORDER FROM THIS COMPANY!!!!
I bought an evening dress, but it is of very poor quality!!! The dress came from China, but I have to send it back to Texas in the USA and pay customs fees!?!? They shamelessly lie to their customers!!!
Reply from Zapaka2026-05-11
Dear Neli Marchovska,
Hello, we sincerely apologize for the poor quality of the evening gown you received and for feeling cheated due to the need to return it to the United States and the associated customs duties. 💕 We fully understand your anger and disappointment. Please note that Zapaka is a global online store with warehouses and production chains located in different countries. Therefore, products shipped from China and returned to our US warehouse typically incur customs duties during international shipping. We recommend that you consult with the logistics company regarding customs duty liability when choosing your return method. We will also do our best to provide explanations and assistance. 📋 To better understand the quality issue you are experiencing and to seek a reasonable solution for you, please send your order number and a photo of the dress you received to our customer service email address **[email protected]**. We will verify and assist you as soon as possible. Thank you for your understanding and cooperation, and we hope to have the opportunity to resolve this matter amicably. 🌹
Best regards,
Zapaka Customer Care Team
Fiz uma encomenda no dia 5 de Abril, um vestido para um evento no dia 22 de maio, até hoje, 4 de maio, não me dão respostas algumas. Foram 100€ que espero não ir por água abaixo. Não consigo contactar a empresa. Terrível experiência, nem um reembolso ou tentativa de novo envio consigo pedir.
Quando terei resposta?
"Dear Francisca,
Hello, we sincerely apologize for the anxiety and disappointment you have felt due to not receiving any updates on your order since placing it on April 5th and being unable to contact us. 💕 We fully understand your desire for your dress to arrive in time for the May 22nd event. We need to explain that due to the recent holiday season, our customer service response has indeed experienced some delays, but this is not our usual practice, and we sincerely apologize for any inconvenience caused. 📋 Regarding the issue you encountered, we have sent a solution to your email address. Please check it when you have time (and also check your spam/junk mail folder). We will follow up on your issue as soon as possible. Thank you for your understanding and patience. 🌹
Best regards,
Zapaka Customer Care Team "
- Ainda não recebi nenhum email a contarem me por causa deste problema.
ZAPAKAPT8311
Reply from Zapaka2026-05-06
Dear Francisca,
Hello, we sincerely apologize for the anxiety and disappointment you have felt due to not receiving any updates on your order since placing it on April 5th and being unable to contact us. 💕 We fully understand your desire for your dress to arrive in time for the May 22nd event. We need to explain that due to the recent holiday season, our customer service response has indeed experienced some delays, but this is not our usual practice, and we sincerely apologize for any inconvenience caused. 📋 Regarding the issue you encountered, we have sent a solution to your email address. Please check it when you have time (and also check your spam/junk mail folder). We will follow up on your issue as soon as possible. Thank you for your understanding and patience. 🌹
Best regards,
Zapaka Customer Care Team
I ordered a beautiful dress for about $168 and paid $37 for premium shipping… on the website, it stated that it would take 12-15 business days for the dress to process, it has been nearly a month and i still have no tracking information. Everytime i contact the support team, they tell me little to no information about my package, and where it is, or how long it will take. Terrible customer service in every way possible, do not buy from this website.
Reply from Zapaka2026-05-06
Dear Layla,
Hello, we sincerely apologize for the fact that you paid for expedited shipping but have not received any tracking information after nearly a month, and for the lack of effective assistance from our customer service. 💕 We fully understand your anxiety and dissatisfaction, as this is certainly not the experience we want for you. It's important to understand that expedited shipping fees typically cover the delivery time after shipment, not the overall order processing time. However, regardless of the reason, your current waiting experience is clearly unreasonable. 📋 To better verify your package's progress and provide a clear response, please send your order number to our customer service email address **[email protected]**. We will check your order as soon as possible and stay in touch with you. Thank you for your understanding and cooperation, and we hope to resolve this matter smoothly for you. 🌹
Best regards,
Zapaka Customer Care Team
Dress arrived 10 days after estimated ship time and after several emails pleading with them to send the dress. Shipping was 20 one way and will have to ship it back now. What's worse is the dress is cream and not pink. It's entirely the wrong color!! Do not waste time and money.
Reply from Zapaka2026-05-06
Dear M W,
We are truly sorry to hear that your dress arrived much later than expected and that the color turned out to be cream instead of pink — that is absolutely frustrating, and we completely understand your disappointment. 💕 Please know that we take color accuracy and shipping timelines very seriously. While delays can occasionally happen, receiving the wrong color is not acceptable, and we sincerely apologize for that error. 📋 To help us investigate this matter thoroughly and make things right for you, could you kindly send your order details along with photos showing the color difference to our customer service email at **[email protected]** Our team will personally review your case and work with you to find a fair resolution. Thank you for your honesty and for giving us the chance to address this. 🌹
Best regards,
Zapaka Customer Care Team
The customer service (Riley) was helpful and polite and quick to deal with the return, thank you !
Reply from Zapaka2026-05-06
Dear Sophie，
Thank you for your sweet feedback! 🥰 We're so happy to hear that Riley made your return process helpful, polite, and quick — that's the kind of caring service we always aim for! 🌟💕 Your kind words truly make our team smile, and we hope to have the chance to serve you again soon. 😊✨
Best regards,
Zapaka Customer Care Team
I paid $166.00 for a suit I didn't get I have screen shot of them wanting to only give back$10.00 or a $74 dollar coupon disregard of the fact that the messed up the order someone's last year of prom wish I could post pictures so everyone would see the truth I hope we can come together and get them to own up
Reply from Zapaka2026-05-06
Dear Stacey Hailey,
Hello, we sincerely apologize for not receiving the suit you ordered after paying $166, and for only receiving a $10 refund or a $74 coupon during the processing. 💕 We completely understand your anger and disappointment, especially at such an important time as prom; this mistake should never happen. However, we need to assure you that we will take full responsibility for any issues on our end and will not shirk our duties. 📋 To better understand your order issue and resolve it properly, please send your order number, a screenshot of your original selection, and relevant details to our customer service email address **[email protected]**. We will verify the information as soon as possible and do our best to provide a reasonable solution. 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
I had an excellent customer service experience. I loved my dress but unfortunately had an issue with it fitting properly. Zane answered all my questions over multiple emails and treated me with the upmost respect.
Reply from Zapaka2026-05-06
Dear Sue Stark，
Aww thank you so much — we're truly touched by your kind words!While we're sorry the dress didn't fit quite right, we're so glad Zane could support you every step of the way with patience, respect, and clear answers. 🌟😊 We always want you to feel heard and valued, and it's wonderful to know Zane made that happen for you. Thank you for being such a lovely customer! 💖✨
Best regards,
Zapaka Customer Care Team
The dress was fantastic and also the customer service. Especially the Help from Ted!
Reply from Zapaka2026-05-06
Dear customer，
Thank you so much for your glowing feedback! 🥰 We're thrilled that the dress was everything you hoped for and that Ted made your experience even better with his helpful support. 🌟💕 It's wonderful to know our team could add that extra sparkle to your journey with us. We can't wait to assist you again in the future! ✨😊
Best regards,
Zapaka Customer Care Team
Horrible Quality Clothing, Even Worse Customer Service
Bought a dress online from this customer for approximately $200.
The quality of the material for this cost was extremely poor.
The fit of the dress didn't match any measurements, was much bigger in the chest and much smaller in the waist than expected. It was awful.
Delivery also took forever.
When I tried to return, this was not possible.
Horrid customer service and horrible company. Stay away.
On their website, when you try to review the item, they will not post any bad reviews. Company is a scam.
Reply from Zapaka2026-04-27
Dear Emily,
We are truly sorry to hear about your disappointing experience and sincerely apologize for the poor quality, sizing issues, long delivery time, and the frustration with the return process. 💕 We completely understand your anger — receiving a dress that doesn't fit, feels low quality, and then being unable to return it is absolutely not what we want any customer to go through. Please know that we take all quality and sizing concerns very seriously, and we do publish both positive and negative reviews on our website as long as they are genuine. If your review was not posted, it may have been due to a technical issue, and we sincerely regret that. 📋 To help us better understand your situation and work toward a fair resolution, could you kindly send your order details and photos showing the quality and fit issues to our customer service email at **[email protected]**? Our team will personally review your case and do our best to make things right. Thank you for your honesty and for giving us the opportunity to improve. 🌹
Best regards,
Zapaka Customer Care Team
Marin helped me change my size after I accidentally ordered the wrong size, making my shopping so much easier. Excellent service!
Reply from Zapaka2026-04-27
Dear customer，
Thank you for your wonderful review! 🥳 We're so glad Marin was there to catch that size mix-up and make everything right for you — turning a small oops into an easy, stress-free fix! 🛍️💕 That's exactly the kind of smooth service we love to offer. Can't wait to hear how much you love your dress in the perfect size! 🌟😊
Best regards,
Zapaka Customer Care Team
