I returned the dress I bought as it didn’t fit and the sequins were a bit tacky. I contacted zapaka and received wonderful service from Tiki, she gave me my options to return and was lovely to deal... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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 retur... See more
Company replied
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 webs... See more
Company replied
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 adverti... See more
Company replied
Company details
Written by the company
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.
Contact info
United States
- customercare@zapaka.com
- zapaka.com
3.0
Average
5K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Zapaka
Dear Mary F,
Thank you so much for your kind review! 🌸 We're so happy to hear that you received an immediate response regarding your return – that's exactly the kind of prompt and caring support we always want to provide. 💌
We know that returns can sometimes feel stressful, so we're truly glad we could make the process smooth and hassle‑free for you. Your wonderful feedback means the world to us and has been shared with our entire customer service team – they'll be absolutely thrilled! 🥰
We truly appreciate your trust in Zapaka and hope to welcome you back again soon for more beautiful dresses! ✨
If there's anything else we can help you with, please don't hesitate to reach out – we're always here for you! 💖
Warm regards,
ZAPAKA Customer Care Team 🌷
Accidental double order needed a refund
Yes this experience was super easy and fast results ! the company got back to me quickly and they were super nice to talk to
7 September 2026
Reply from Zapaka
Dear Nadia Puckett,
Thank you so much for your kind review! We're absolutely delighted to hear that your experience with us was super easy and fast – that's exactly what we aim for with every customer interaction.🌸
It's also wonderful to know that our team got back to you quickly and made you feel comfortable throughout the process. Your kind words mean a great deal to us and will be shared with our entire customer service team – they will be truly encouraged by your feedback.🥰🥰🥰
We truly appreciate your trust in Zapaka and look forward to serving you again in the future!✨
If there's anything else we can help you with, please don't hesitate to reach out.
Warm regards,
ZAPAKA Customer Care Team
Reply from Zapaka
Dear Tay,
Thank you so much for your kind review! We're absolutely delighted to hear that Mica provided you with awesome help while you were ordering your gown.
We know that choosing the perfect gown is a special and important process, and we're so glad that Mica was able to guide you with care and expertise. Your wonderful feedback has been shared with her personally – she will be truly overjoyed to know that her support made a positive difference for you.
We truly appreciate your trust in Zapaka, and we hope your gown turns out absolutely beautiful and exceeds your expectations. We look forward to serving you again in the future!
If there's anything else we can help you with, please don't hesitate to reach out.
Warm regards,
ZAPAKA Customer Care Team
The dresses from this company are so…
The dresses from this company are so beautiful and unique, and really stand out from other companies. I accidentally ordered the wrong size, and there was no option to instantly change or cancel my order, which initially stressed me out, so I instead emailed Zapaka customer service. They were very friendly and fixed my order within 2 days. Marin and Amaia both helped me fix my mistake. Marin was very friendly and gave me all the information I needed.
4 September 2026
Reply from Zapaka
Dear customer,
Thank you so much for your thoughtful and detailed review! We truly appreciate you taking the time to share your experience with us.
We're absolutely delighted to hear that you find our dresses beautiful, unique, and distinctive – that's exactly what we strive for, and it means the world to us that you appreciate our designs.
We completely understand how stressful it can be when you realize you've ordered the wrong size and can't make an instant change. We're so glad that Marin and Amaia were able to step in and fix your order for you within two days. Your kind words about Marin's friendliness and helpfulness have been shared with both of them personally – they will be truly touched by your appreciation.
At Zapaka, we always aim to provide not just beautiful products, but also caring and efficient support. Knowing that we were able to turn your initial stress into satisfaction is the best reward we could ask for.
Thank you for your trust in us. We look forward to serving you again in the future – and we hope your dress turns out absolutely perfect for you!
If there's anything else we can help you with, please don't hesitate to reach out.
Warm regards,
ZAPAKA Customer Care Team
The customer service was very nice and…
The customer service was very nice and they worked to fix our issue very fast! Thank you to Martin and the whole team for helping me get good quality dresses!
4 September 2026
Reply from Zapaka
Dear customer,
Thank you so much for your kind review! We're delighted to hear that our customer service team – and especially Martin – was able to assist you quickly and with a friendly attitude.
We understand how important it is to resolve issues promptly, and it means a great deal to us that you appreciated our efforts. Your kind words about Martin and the entire team have been shared with everyone – they will be truly encouraged by your feedback.
We're also very happy to know that you're satisfied with the quality of your dresses. Delivering beautiful, well-made products is always our goal, and knowing that we succeeded with your order is the best reward.
Thank you for choosing Zapaka. We truly appreciate your trust and look forward to serving you again in the future!
If there's anything else we can help you with, please don't hesitate to reach out.
Warm regards,
ZAPAKA Customer Care Team
Customer service was fast at responding…
Customer service was fast at responding to my email. Needed to change my address, they responded and said they changed it. Now waiting for the dress to be delivered.
3 September 2026
Reply from Zapaka
Dear customer,
Thank you for your kind review! We're so glad to hear that our customer service team was able to respond quickly and update your shipping address without any hassle.
We understand how important it is to get delivery details right, and we're happy we could assist you promptly. We hope your dress arrives soon and that you love it when it does!
We truly appreciate your patience and your trust in us. If there's anything else we can help you with in the meantime, please don't hesitate to reach out.
Warm regards,
ZAPAKA Customer Care Team
⭐️⭐️⭐️⭐️⭐️
⭐️⭐️⭐️⭐️⭐️
I had an amazing experience with Zapaka! Mica was incredibly attentive, accommodating, and helpful throughout the entire customization process. She patiently answered my questions, carefully listened to every detail I requested, and always made me feel well taken care of. The dress arrived beautifully made and exceeded my expectations, the craftsmanship and attention to detail were excellent. I truly appreciate Mica and the whole Zapaka team for their wonderful service. I highly recommend them and would definitely order again!
1 September 2026
Reply from Zapaka
Dear AIRA C.,
Thank you so much for taking the time to share such a glowing and heartfelt review! We are truly touched by your kind words.
We're so glad that Mica was able to guide you through the customization process with patience and care – she will be absolutely thrilled to hear how much you appreciated her support. It also makes us incredibly proud to know that the craftsmanship and quality of your dress exceeded your expectations.
Since you've had such a positive experience with us, we would be very grateful if you would consider updating or adding to your review on Trustpilot to reflect your complete satisfaction. Please know that this is entirely voluntary – we're simply delighted that we could make your experience such a special one.
Should you need any further assistance, please feel free to contact us anytime. We look forward to serving you again soon!
Warm regards,
ZAPAKA Customer Care Team
Reply from Zapaka
Dear Customer,
Thank you so much for your glowing review! We're overjoyed that Marin provided you with such amazing service – she will be so happy to hear your kind words, and we've made sure to share your feedback with her personally.
If you're fully satisfied with your experience with us, we would be truly grateful if you would consider updating or revising your review on Trustpilot to reflect your positive impression. Please know that this is entirely voluntary – we're simply happy that we could make your experience a great one.
Should you need any further assistance, please don't hesitate to contact us anytime. We hope to welcome you back soon!
Warm regards,
ZAPAKA Customer Care Team
I made a mistake in my order (size) and…
I made a mistake in my order (size) and Marin assisted me with the change right away!
2 September 2026
Reply from Zapaka
Dear S Monroe,
Thank you for taking the time to share your positive experience with us! We're so happy to hear that Marin was able to assist you right away with the size change on your order – that's exactly the kind of prompt and helpful service we aim to provide.
We know that ordering online can sometimes be tricky, and we always want to make it as easy as possible for our customers to correct any mistakes. Your kind words about Marin have been passed along to her – she will be truly delighted to know that her quick assistance made a difference for you.
Your satisfaction means a great deal to us, and we truly appreciate your trust in our online shop. We look forward to serving you again in the future!
If there is anything else we can help you with, please don't hesitate to reach out.
Warm regards,
ZAPAKA Customer Care Team
Quick response from customer service and correction of a wrong size ordered.
Quick response and correction of a size I ordered.
31 August 2026
Reply from Zapaka
Dear customer,
Thank you for your kind review! We're so glad to hear that our customer service team was able to respond quickly and correct the size issue with your order.
Providing prompt and efficient support is always our goal, and it's wonderful to know that we were able to help you without delay. Your feedback truly encourages us to keep delivering the best service possible.
We truly appreciate your understanding and your trust in us. If there's anything else we can assist you with, please don't hesitate to reach out.
We look forward to serving you again soon!
Warm regards,
ZAPAKA Customer Care Team
They were able to update my shipping…
They were able to update my shipping address quick and easy!
1 September 2026
Reply from Zapaka
Dear Customer,
Thank you for your kind review! We're so glad to hear that our team was able to update your shipping address quickly and easily – that's exactly the level of service we aim to provide.
Your satisfaction means a lot to us, and we truly appreciate you taking the time to share your positive experience. If you ever need any further assistance, please don't hesitate to reach out – we're always here to help.
We look forward to serving you again in the future!
Warm regards,
ZAPAKA Customer Care Team
I made a order and the wrong address …
I made a order and the wrong address was put and I emailed them multiple times and never fixed the issue and still waiting for a reply and the best sloutions is to reply and fix the address before gets shipped which hasnt happened
31 August 2026
Reply from Zapaka
Dear customer,
Thank you for your review, and I truly understand your frustration and concern. Waiting for a reply while worrying that your package might be sent to the wrong address is certainly a stressful experience, and we sincerely apologize for any anxiety this has caused you. Your trust is very important to us, and we regret that our communication has made you feel uncertain about your order.
Regarding the address change you requested, we would like to clarify that we actually received your email and processed the address correction promptly at that time. The shipping information in our system was updated accordingly, and we also sent a confirmation email to you notifying that the change had been made successfully. We kindly ask you to double-check your email inbox (including the spam/junk folder) for that confirmation message—it may have been overlooked or filtered out accidentally.
Again, we sincerely apologize for all the frustration this has caused you.
Best regards
Zapaka Customer Care Team
Worst experience ever
Worst experience ever! I ordered this dress in a size 16 for my wedding, but I received a size 20. The dress also looked nothing like the advertised pictures. It was supposed to be mid-calf length, but it was much longer. The waistline sat too high, and the sleeves were much shorter than advertised. It also arrived without a hangtag or any original tags attached.
Even after I submitted pictures and proof of what I ordered, they made the refund process unnecessarily difficult. I later noticed that many other customers had similar complaints, and I wish I had paid closer attention to their reviews before ordering. This was extremely frustrating and disappointing, especially because the dress was for my wedding. I would not recommend this seller.
5 July 2026
Unprompted review
Reply from Zapaka
Dear Lovelyne Romain,
We are truly heartbroken to read your message – especially knowing this dress was meant for your wedding day. 💔
If you are willing, please email us at info@zapaka.com with your order number. We would genuinely like to review your case again and see if there is anything we can do to make this right – even at this point. 🙏
Wishing you all the happiness in your marriage – and only beautiful memories ahead. 💛
Best regards
Zapaka Customer Care Team
🤏🤏 Tens for Tiki, Clock It 🤏🤏
I recently placed an order for a dress on 26/08, but I was informed a few hours later that the dress was sold out & therefore unavailable due to high demand - initially I panicked, which was expected given that I only had a few weeks to pull something like this off for an important event I was helping with.
When I received the email originally to advise of the situation, I was prompted to place a new order for an alternative option the next day & pay the difference in price [through a Rush Order] as advised by the Customer Services rep who I had been corresponding with.
The person who helped me with this was Tiki, who I think was the one who had reached out initially - she assisted immediately with fixing my order from the start, ready to go every step of the way to ensure that my order was processed correctly & I appreciated that extra bit of effort very much.
The efforts she put in for such a quick turnaround on what would've been a disaster is commendable - I even told her so too, about how much I appreciated both her quick response & sense of work ethic as we were navigating our situation in full.
I look forward to seeing the new dress in person when it arrives so until then? Tiki, thank you for everything you've done 🙏 on behalf of me & mine, may the Universe grant an abundance of love & light upon you & yours.
Warmest regards,
Jack
27 August 2026
Reply from Zapaka
Dear Jack S.,
Wow – thank you so much for taking the time to share such a heartfelt and thoughtful review! 🤏💛 We’re truly touched by your kind words and appreciation for Tiki’s efforts.
We completely understand how stressful it must have been to receive that initial sold-out notice, especially with a tight timeline for such an important event. But we’re so glad Tiki was able to step in and turn things around for you! She’s absolutely wonderful, and we’ll be sure to pass along your lovely message to her – she’ll be over the moon to know she made such a positive impact. 🌙✨
Your patience, understanding, and grace throughout the process meant a lot to us as well. We’re so excited for you to receive the new dress and hope it exceeds your expectations! 💃🎀 Until then, please don’t hesitate to reach out if you need anything at all.
And thank you again for your warm blessing – we’re sending the same love and light right back to you and yours. 🌟
Best regards
Zapaka Customer Care Team
Hardest return ever. Item smelled
I ordered a suit from this website. It arrived with a foul odor and was way too small despite me ordering two sizes large larger than my regular size. I definitely decided to return this and they market free and easy returns but my goodness this was the hardest return I’ve ever had in my entire life. They insisted I take a photo of the package that I print out the order number myself that I pay for postage and that I provide them with return tracking information. Definitely will never ever buy from this company again.
27 August 2026
Unprompted review
Reply from Zapaka
Dear Niki Smith,
Thank you for sharing your honest feedback with us – we truly appreciate it, even when it's difficult to hear.
We are genuinely sorry to learn about your experience with the suit, from the unexpected odor to the sizing issue, and most of all, the frustration you encountered during the return process. This is absolutely not the level of service we aim to provide, and we completely understand why you feel disappointed. 😔
Regarding the return procedure you described – we hear you. We are currently reviewing our return policy communication to make sure it's clearer and more customer-friendly going forward. Your feedback is invaluable in helping us improve.
That said, we would really like the chance to make things right for you personally. If you haven't already received a full resolution, could we kindly ask you to reach out to our dedicated support team directly at info@zapaka.com? Please include your order number and any relevant details, and one of our senior representatives will personally prioritize your case and do their best to address your concerns promptly.
We sincerely hope you'll give us the opportunity to restore your faith in us – but either way, we respect your decision and thank you again for your honesty.
Wishing you all the best. 🌟
Best regards
Zapaka Customer Care Team
Reply from Zapaka
Dear Della,
Thank you so much for your kind words! 🌟
We're truly delighted to hear that you had a great experience communicating with our team. Clear and timely communication is something we take very seriously, so it means the world to us to know that we got it right for you. 🤏💛
If you ever need anything else – whether it's about your order, sizing, or just a quick question – please don't hesitate to reach out again. We're always here to help! 😊
Wishing you all the best, and we hope to see you again soon! 🙏✨
Best regards
Zapaka Customer Care Team
Great customer service support on order.
The promo code didn’t work during checkout, but thanks to Riley and Sandra’s quick help, they cancelled my order so I could place a new one with the discount applied. Really appreciate the great support from the team.
26 August 2026
Reply from Zapaka
Dear KT O,
Thank you so much for your wonderful feedback! 🌟
We're absolutely delighted to hear that Riley and Sandra were able to step in quickly and help you get that discount applied – that's exactly the kind of support we strive to provide every single day. 🤏💛
We know how frustrating it can be when a promo code doesn't work at checkout, so we're really glad our team could sort it out for you without any hassle. We'll be sure to pass along your kind words to Riley and Sandra – they'll be thrilled to know their efforts made such a positive impact on your experience! 😊
If you ever need anything else, whether it's about this order or a future one, please don't hesitate to reach out. We're always here to help! 🙏✨
Wishing you all the best, and we hope you love your purchase when it arrives! 🎀
Best regards
Zapaka Customer Care Team
I emailed asking if my homecoming dress…
I emailed asking if my homecoming dress would come in time, Fifi emailed me back an relievedso much stress when she said it would come in time. She was so friendly and it made my whole experience better!
25 August 2026
Reply from Zapaka
Dear Milly Hornung,
Thank you so much for taking the time to share your positive experience with us! 💖
We're delighted to hear that Fifi was able to assist you promptly and put your mind at ease regarding your homecoming dress delivery. It's great news that your dress will arrive in time for the big day! 🎉
Your kind words mean a lot to us, and we will be sure to pass along your appreciation to Fifi and the entire team. Knowing that we've made your experience better truly inspires us to keep up the good work! 💪✨
Should you have any further questions or need assistance with your order, please don't hesitate to reach out. We're always here to help!
Wishing you a wonderful homecoming celebration—we hope you shine and feel amazing in your dress! 💃🎶
Best regards
Zapaka Customer Care Team
Highly Satisfied
Zapaka has been a reliable site. I have made multiple purchases for dresses for my daughters. The dresses are quality made and quite beautiful. Also, I changed my mind last minute on the size of a dress and they were able to accommodate my needs right away. The dress has not arrived but I was assured the change was made. I would order from them again.
24 August 2026
Reply from Zapaka
Dear Heidi B.,
Wow—thank you so much for your incredibly kind words and for being such a loyal customer! 💖 We truly appreciate you choosing Zapaka time and time again for your daughters' dresses.
It makes our day to hear that you've been consistently satisfied with the quality and design of our dresses. 👗✨ We take great pride in crafting pieces that make our customers feel beautiful and confident!
We're also so glad that we could accommodate your size change request promptly—that's exactly the kind of flexibility and care we strive to provide every step of the way. 😊 While your dress is still on its way, please rest assured that the adjustment has been successfully processed. If you have any questions about tracking or delivery, we're just an email away!
Your trust and loyalty mean the world to us, and we can't wait to serve you again in the future. Wishing your daughter a magical moment when she tries on her new dress! 💃🎉
Best regards
Zapaka Customer Care Team
Great experience overall…
I found my dress for my son’s wedding and I was able to work with their customer service team to resolve a problem with returning dresses that didn’t work. They were very kind and straight forward about their return policy. I don’t agree with it but they are committed to it so it must work for them. You will find many beautiful dresses to choose from with Zapaka, but know your measurements and their return policy beforehand. I would definitely purchase from them again.
25 August 2026
Reply from Zapaka
Dear Kathy Lerche,
Thank you so much for taking the time to share your experience with us—and congratulations on your son's upcoming wedding! 🥂💍
We're truly honored that you chose Zapaka for such a special occasion, and we're delighted to hear that you found a beautiful dress that works for you! 👗✨
We also appreciate your kind words about our customer service team. It's great to know that we were able to assist you clearly and kindly throughout the return process—that's always our goal. 😊
We completely understand your feelings regarding our return policy, and we genuinely appreciate your honesty. While we stand by our policy to ensure consistency and fairness for all customers, we also take your feedback seriously and will continue to review ways we can improve the overall shopping experience. Your perspective truly matters to us.
Your advice to future customers—to know their measurements and review the policy beforehand—is spot on, and we thank you for that practical tip!
Most importantly, we're so glad to hear that you would order from us again. That means the world to us, and we look forward to serving you again in the future.
Wishing you and your family a beautiful wedding celebration! 💐🎉
Best regards
Zapaka Customer Care Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.