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
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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
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
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
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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 98% of negative reviews
Typically replies within 48 hours
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Customer service was really good.
21 July 2026
Reply from Zapaka
Dear Josephine,
Thank you so much for taking the time to share your feedback! 💖 We're delighted to hear that you had a great experience with our customer service. 😊 Providing friendly, helpful, and responsive support is always our top priority, and your kind words truly encourage our team. Thank you for choosing ZAPAKA—we sincerely appreciate your support and look forward to serving you again for your next special occasion! ✨👗
Best regards,
ZAPAKA Customer Care Team
BAAAADDD EXPERIENCE
This has been one of the worst online shopping experiences I have ever had.
I ordered a dress that cost over $160, but the color I received was completely different from what was shown on the website. This was not a minor difference caused by lighting or screen settings—it was an entirely different color. The dress was useless for the event I purchased it for.
To make matters worse, such an expensive dress arrived stuffed into a cheap plastic bag and completely wrinkled. The packaging did not reflect the quality or price of the item.
The most frustrating part has been customer service. Instead of taking responsibility, they repeatedly insisted that the dress matched their photos and kept delaying the process by asking for more pictures, even after I had already provided clear evidence. They then offered an insulting partial refund instead of resolving the issue fairly.
I wasted weeks waiting for this dress, only to receive the wrong item, and then had to spend even more time fighting for a solution. A company that values its customers should stand behind its products and take responsibility when it makes a mistake.
I would never buy from this company again and cannot recommend it to anyone. If you expect the item you order to actually match the photos, shop elsewhere.
13 July 2026
Unprompted review
Reply from Zapaka
Dear rossana,
We are truly sorry to hear about your experience and sincerely apologize for the disappointment and frustration caused by your order. We completely understand how upsetting it must have been to receive a dress whose color did not meet your expectations, especially after waiting weeks for an important event. We are also sorry that the packaging and the follow-up communication with our customer service team left you feeling unsupported. Please allow us to explain that while we strive to display our products as accurately as possible and every item undergoes quality inspection before shipment, slight color variations may occasionally occur due to fabric batches, lighting, or display settings. However, we understand your concern that the color difference was significant, and we take feedback like yours very seriously. Our team may request additional photos only to accurately assess the issue and provide the most appropriate solution, not to delay the resolution. We would sincerely appreciate the opportunity to investigate your case further and make things right. Please send your order number, photos of the dress, and any relevant information to customercare@zapaka.com, and our dedicated support team will review your case as a priority and do everything possible to provide a fair resolution. Thank you for your patience and for giving us the opportunity to improve. 💙
Best regards,
ZAPAKA Customer Care Team
Good and kind customer service
I received a good and kind customer support. Everything was explained in a clear and polite manner which is highly appreciated. It makes shopping at Zapaka worth while considering how rarely customer requests are processed with care. Big thank you for that to the customer service employee Zora!
20 July 2026
Reply from Zapaka
Dear Customer,
Thank you so much for your heartfelt review! 💖 We're truly delighted to hear that you had such a positive experience with our customer service. Knowing that Zora was able to assist you with kindness, patience, and clear communication means the world to us. 😊 We believe every customer deserves attentive care, and your recognition of Zora's efforts is incredibly encouraging. We'll be sure to share your wonderful compliments with her! Thank you for choosing ZAPAKA—we sincerely appreciate your support and look forward to helping you again in the future. ✨🌸
Best regards,
ZAPAKA Customer Care Team
I could not be more disappointed
I could not be more disappointed. I paid a total of $42.99 for expedited shipping with a $5 included for shipping protection that I couldn’t opt out of. Expedited should have been 3-5 days. It took over 3 weeks, with an initial email confirmation, then zero communication after that. When the dress finally came it’s easily two sizes too small. Be very aware that they have a 7 day window to return. I tried emailing right away with return instruction requests and took over 4 emails to get any kind of response. Now we’re past the 7 days and I’m stuck with this dress and cannot return or wear. I would avoid this company.
13 July 2026
Unprompted review
Reply from Zapaka
Dear Robin Paulson,
We are truly sorry to hear about your experience and sincerely apologize for the frustration and disappointment caused by the shipping delay, sizing issue, and the difficulties you encountered when requesting a return. We completely understand how upsetting this must have been, especially after choosing expedited shipping and expecting a smoother experience. Please allow us to explain that while we strive to meet our estimated delivery times, unexpected production or shipping delays may occasionally occur. Our 7-day return request period is in place to help ensure a fair and efficient process for all customers. However, we understand that special circumstances can arise, and in such cases, we are happy to review and extend the return request period whenever appropriate. We have already sent you a follow-up email with a personalized solution and kindly ask you to check your inbox and reply at your earliest convenience. We truly appreciate your patience and the opportunity to make this right. 💙
Best regards,
ZAPAKA Customer Care Team
I bought a suit for my brother’s…
I bought a suit for my brother’s wedding party. The quality of the suit was only medium, but the biggest problem was that the size was completely different from the size chart they provided on their website.
When I requested a return, they gave me only three options. They told me to accept a voucher and buy the same product again, and they also refused to pay the return shipping costs in either direction. This is ridiculous and completely unfair to customers.
I don’t understand why the U.S. allows businesses to operate this way. I believe this is an unfair business practice, and I will report this company to the appropriate consumer protection authorities.
25 June 2026
Unprompted review
Reply from Zapaka
Dear Maryam Frogh,
We are truly sorry to hear about your experience and sincerely apologize for the disappointment and frustration caused by the suit's sizing and the return process. We completely understand how upsetting it must have been to receive an item that did not match the size chart, especially for such an important occasion as your brother's wedding. Please allow us to explain that our products are made according to the measurements provided in our size charts, and our return policy is designed to offer customers several resolution options while following our standard procedures. However, we understand that the solution offered did not meet your expectations, and we sincerely regret the inconvenience this has caused. We would greatly appreciate the opportunity to review your case in detail and work toward a satisfactory resolution. Please send your order number and any relevant information to customercare@zapaka.com, and our dedicated support team will investigate your case promptly and do everything possible to assist you. Thank you for your patience and for giving us the opportunity to make things right. 💙
Best regards,
ZAPAKA Customer Care Team
Be aware
Be aware. Huge scam. I ordered $300 of product from this company. It was never delivered to me. They claim they had the wrong address and that is my fault. However, when they checked with me, they had the right address. So now they claim that they can only give me 40% of my money back. Think about that. You spend money. The product never arrives. They blame your address and or the shipping company. And they return less than half of what you paid. This company is from Russia. So be aware. You will not get your money back if there is anything wrong in transit. Even though. It never ever got to me Huge scam.
15 July 2026
Unprompted review
Reply from Zapaka
Dear alison wall,
We are truly sorry to hear about your experience and sincerely apologize for the frustration and disappointment this situation has caused. We completely understand how upsetting it must have been to not receive your order, especially after waiting for it, and we regret that the outcome did not meet your expectations. Your feedback is very important to us, and we take your concerns seriously.
We would like to clarify that we always strive to ensure every order is delivered successfully. In cases where a package cannot be delivered and is affected by shipping issues or address-related circumstances, our customer service team reviews the situation carefully in accordance with our shipping and refund policy and works to provide the most appropriate resolution possible. We also want to clarify that ZAPAKA is an international company serving customers worldwide, and we are committed to providing reliable products and customer support regardless of the destination.
We have already sent you a corresponding solution regarding your case. Please kindly check your email at your earliest convenience. Once we receive your reply, we will carefully verify all the details of your order and continue working with you to find the best possible resolution. We sincerely appreciate your patience and hope to have the opportunity to restore your confidence in our service.
Best regards,
ZAPAKA Customer Care Team
Buyer beware when purchasing from ZAPAKA
Returning items to ZAPAKA is a major ordeal.
I ordered a dress standard size without any customizations ($187 including shipping ) Once an order is submitted to this company, it is sent to a place in China to be made (takes a couple of weeks) and another week or so to ship it to Canada.
The day I received it, I tried it on and found that it that too big. I sent their “support” an email that it is too big, I don’t like it and I would like to return it. For the next three day s emails went back and forth. I kept telling them I want to return it for a refund. They kept trying to find a solution to the problem.
After the 4th email, they sent me the following 3 options:
1. Keep the product and do not return it: we will provide a refund of (10%)$16 or a coupon code worth (15%)$24.
2. Exchange (Exchange): We will send you a coupon worth (70%)$114, which you can use to reorder the same item online in any color or size you choose. You can keep the item you received without returning it. Note: This coupon can only be used to purchase this item and cannot be used on other products
3. Return. After the product arrives, after inspection, if there is no problem with the product, we will refund it from the original route. Please note that the original shipping fee will not be refunded and the return shipping fee will be borne by you.
I told them again that I want to return it. They finally sent me return shipping information. They said that I have 7 days to deliver the package to the post office. Any products that exceed the 7-day return period will not be accepted for refund. They wasted 3 days with back and forth emails and I have a 7 day deadline to return the dress from Canada to Texas in the USA. I ended up paying shipping $19 to receive the dress and $24 plus duties $10 to return this dress. At this point, I don’t know how much money they will refund if any at all since the post office said it will take 6 days to get to Texas.
I have accepted the fact that I will probably not get any money back. I wanted to make other people aware of what to expect when they place an order with this company. Needless to say, this experience has put me off online shopping.
12 July 2026
Unprompted review
Reply from Zapaka
Dear Olga Dimokopoulos,
We are truly sorry to hear about your experience and sincerely apologize for the frustration and inconvenience you encountered throughout the return process. We completely understand how disappointing it must have been when the dress did not fit as expected and the return procedure felt lengthy and stressful. Your feedback is extremely valuable to us, and we appreciate you taking the time to share your concerns. We would like to explain that our customer service team always aims to provide the most suitable solution for each customer before proceeding with a return, which is why alternative options such as partial refunds or exchanges may be offered first. Our return policy, including the return time frame, original shipping fee, and return shipping responsibility, is also clearly stated before purchase. However, we understand that every case is unique, and we regret that your experience did not meet your expectations. We have already sent you a corresponding solution regarding your case. Please kindly check your email at your earliest convenience. Once we receive your reply, we will carefully verify your order details and continue working with you to reach a satisfactory resolution as quickly as possible. Thank you for your patience and for giving us the opportunity to assist you.
Best regards,
ZAPAKA Customer Care Team
HORRIBLE SHIPPING POLICIES
Ridiculous return policy where at first they offered me a $7!!!!! refund!!! WTAF!!!! Then they changed it to a 21$ refund if I kept the $70 dress that was $27 on top of that to ship to me, but if I send it back for the $70 refund that doesn't include the shipping cost, the shipping back would have been 43$!!!!! WTAF!!!!!! So I will lose $80 just keeping the dress and would only lose $70 sending it back and wasting my time and money even more. No thanks. Goodwill will probably just burn it when I drop it off there. Oh well. I hope their company burns to the ground.
14 July 2026
Unprompted review
Reply from Zapaka
Dear Jory Walls,
We are truly sorry to hear about your experience and sincerely apologize for the frustration and disappointment you've encountered. We completely understand how upsetting it can be when the return process and refund options do not meet your expectations, and we regret that this situation has left you feeling dissatisfied. Your feedback is very important to us, and we appreciate you taking the time to share your concerns. We would like to explain that our return and refund policy, including the return shipping responsibility and available refund options, is outlined on our website before an order is placed. In some cases, we may also offer a partial refund as an alternative for customers who prefer to keep the item, with the goal of helping them avoid the inconvenience and expense of international return shipping. However, we understand that every situation is different, and we are always willing to review individual cases whenever possible. Please send your order number and any relevant information to customercare@zapaka.com, and our dedicated team will carefully investigate your case, verify all the details, and do our best to provide you with a fair and satisfactory resolution. We truly appreciate the opportunity to assist you and hope to regain your trust.
Best regards,
ZAPAKA Customer Care Team
Riley was great
Instructions on measurements were very clear and easy to follow. Riley reached out to me in regards of a confusing measurement I left and made sure she got the right one before Beginning the process. Communication/ customer service is great!!
14 July 2026
Reply from Zapaka
Dear Lizette D,
Thank you so much for your wonderful review! 💖 We're delighted to hear that Riley made the measurement process clear and easy to follow, and that she took the extra time to reach out and confirm your measurements before production. Providing careful attention to detail and excellent communication is exactly the experience we hope every customer receives. 😊 Your kind words truly mean the world to us, and we'll be sure to share your compliments with Riley. Thank you for choosing ZAPAKA—we can't wait to serve you again! ✨
Best regards,
ZAPAKA Customer Care Team
Great help when I needed it
I have had a couple of questions so contacted Customer Service. Mica was always prompt in replying and most helpful with the answers provided. Can’t fault the service provided. As I have not received the item ordered yet but have been assured by Mica it is on its way I cannot comment on the satisfaction for that part….yet
14 July 2026
Reply from Zapaka
Dear Julie Clarke,
Thank you so much for taking the time to share your wonderful experience! 💖 We're delighted to hear that Mica was able to respond promptly and provide the helpful support you needed. Excellent customer service is always our priority, and your kind words truly mean a lot to us. 😊 We're also excited for your order to arrive and hope you'll love it just as much as the service you've received so far! Thank you for your patience and trust in ZAPAKA—we can't wait to hear what you think once your dress arrives! ✨
Best regards,
ZAPAKA Customer Care Team
I placed an order and needed to refund…
I placed an order and needed to refund it ... within a day of emailing them, Riley reached out and sorted the entire matter out so beautifully. Excellent customer care... appreciate all their hardwork.
13 July 2026
Reply from Zapaka
Dear Libi,
Thank you so much for your wonderful feedback! 🌷 We're delighted to hear that Riley was able to assist you so quickly and make your refund process smooth and stress-free. Providing prompt, caring, and efficient support is exactly what we strive for, so your kind words truly mean the world to us. 💕 We'll be sure to pass your compliments along to Riley—they'll be thrilled to know they made such a positive difference. Thank you for choosing ZAPAKA, and we hope to have the pleasure of serving you again in the future! ✨
Best regards,
ZAPAKA Customer Care Team
Very poor customer service + unable to delete account AND unsubscribe from emails
I made an account with Zapaka over 3 years ago for my prom, and I haven’t used it for quite a while. As my account was no longer in use, I tried to delete it, but their customer service is so terrible that I’ve been trying to delete the account for almost up to a year. They continually redirect you to another branch of their customer service that *somehow* cannot handle your concern, and they’re very bad at resolving really any customer service issue. I regret making this account as they now have my data and information, even though the account deletion process should not be so difficult in the first place. Would not buy/interact with them again if I could. :/
11 July 2026
Unprompted review
Reply from Zapaka
Dear greenishgirl,
We sincerely apologize for the frustration and inconvenience you have experienced while trying to delete your account and stop receiving emails. We completely understand your concerns, and we are truly sorry that this process has taken much longer than it should have. This is certainly not the experience we want our customers to have.
Regarding your concerns, we would like to kindly explain that account-related requests may sometimes need to be handled by the appropriate support team to ensure the security and protection of customer information. However, we sincerely apologize if the communication between teams caused unnecessary delays or made you feel that your request was not being properly addressed. Your feedback is very important to us, and we are committed to improving our service and support process.
To help us investigate your case as quickly as possible, we kindly ask you to send your registered email address and any relevant details to our customer service email at customercare@zapaka.com. Once we receive your information, we will carefully review your request, verify the situation, and provide you with the appropriate assistance as soon as possible.
Best regards,
ZAPAKA Customer Care Team
Order cancellation
I am putting up this review as a notice for my order cancellation to be confirmed. It’s been less than 24 hours before I cancelled my order after I discovered there is an additional 14+ days on top of the shipping 8 days delivery window. Hopefully they reply and sort out my refund.
11 July 2026
Unprompted review
Reply from Zapaka
Dear James Michori,
We sincerely apologize for the inconvenience and concern caused by your order cancellation request. We understand how frustrating it can be when the estimated processing and delivery time does not meet your expectations, and we are truly sorry for any confusion or disappointment this has caused.
Regarding your concerns, we would like to kindly explain that the estimated shipping time shown on our website refers to the transit time after an order has been processed. Some dresses may also require additional processing time depending on the style and production schedule. We always strive to provide accurate order information and process cancellation requests as quickly as possible. We sincerely apologize if our response was not as prompt as you expected.
To help us verify your request and provide you with the most appropriate assistance, we kindly ask you to send your order number and the relevant details to our customer service email at customercare@zapaka.com. Once we receive your information, we will review your case promptly and do our best to assist you with your cancellation and refund request.
Best regards,
ZAPAKA Customer Care Team
Fake refunds: they admit their mistake but don't keep their word"
I bought a dress in the wrong size because of incorrect measurements in their charts. I requested a return. They acknowledged the mistake, removed the wrong size chart, and told me they would also refund the shipping costs. They told me to ship it via the post office, but the post office does not provide the tracking code they are asking for. Private couriers are charging over €50 for shipping and, despite their promise, Zapaka hasn't told me how they would reimburse the shipping costs I would have to advance. This is extremely unfair behavior, almost a joke. I do not recommend buying from them. I understand why there are so many negative reviews. The mistake is theirs, they admit it, and then they don't keep their word.
Zero reliability.
30 June 2026
Unprompted review
Reply from Zapaka
Dear gianmarco ferrara:
We sincerely apologize for the inconvenience and disappointment you experienced during the order and return process. We fully understand that you must have felt very frustrated when the dress size was incorrect and you felt we failed to reimburse your return shipping costs as promised. We sincerely appreciate your time to share your feedback and deeply apologize for any inconvenience this may have caused.
Regarding your issue, we would like to explain that our customer service team is always committed to providing the most appropriate solution based on each specific situation. If the initial response did not provide a suitable solution, we sincerely apologize. We value your feedback highly and will forward it to the relevant team to help us improve our service.
We have sent you a personalized solution tailored to your situation. Please check your email as soon as possible. We sincerely hope that our proposed solution addresses your concerns and will continue to work diligently to resolve this matter properly until you are satisfied.
Sincerely,
ZAPAKA Customer Service Team
Be Aware of the Return and Exchange Process
I wanted to share my experience because I wish I had known what to expect before placing my order.
I followed the sizing guidance on the website, which recommends sizing up if you are between sizes because their sizes may run smaller. Unfortunately, the dress was much too large.
Because the dress was too large throughout the bust, waist, hips, shoulders, and length, alterations would have required significant work, making them an impractical solution for me.
The dress generally resembled the product photos in color and overall design, but the quality and drape did not match what is shown on the website. It also arrived without a brand label, a size label, and with only a small Made in China tag toward the bottom of the dress.
I requested a return two days after delivery, and the return process was by far the most frustrating part of my experience.
Because returns must be initiated through customer service by email, I was first asked why I wanted to return the dress. After explaining that it was too large, I was then asked to provide a detailed explanation of exactly how it was too large.
Rather than providing return instructions, I was first offered:
A $9 partial refund if I kept the dress
A $16 store credit
A $74 coupon that could only be used toward purchasing the same Zapaka dress
After declining those offers and continuing to request a return, it took 10 emails before I was able to complete the return. The return address wasn't provided until the ninth email.
The return instructions required me to mail the dress within 7 days, include my order number inside the package, return it in its original packaging, provide photos of the packaged return, provide a photo of my shipping receipt, and email the tracking number before my refund would be processed.
Even after receiving those instructions, I was again encouraged to keep the dress and was offered either a $27 partial refund or a $34 coupon.
I paid $26.99 for the original shipping and an additional $15.10 to return the dress. I understood those costs were nonrefundable under the return policy.
Three additional emails were required after I shipped the dress to confirm receipt, provide tracking information, and complete the refund process.
When I initially realized the dress was too large, my first thought was to exchange it for a smaller size. However, once I considered that I would lose the $26.99 original shipping charge, pay to return the dress, and pay shipping again on a replacement, an exchange was already becoming difficult to justify. When Zapaka explained that their exchange option was a $74 credit toward a replacement dress that retailed for $125, I decided it made more sense to complete the return, receive my refund, and purchase my dress elsewhere.
In the end, I did receive my refund, but the overall return process was unnecessarily time-consuming and far more complicated than any online retailer I have dealt with.
I posted this same review on their website. Will be curious to see if it makes it to the page.
28 June 2026
Unprompted review
Reply from Zapaka
Dear Liana,
We sincerely apologize for the disappointment and frustration you experienced throughout your shopping and return process. We understand how discouraging it must have been when the dress did not fit as expected and when the return procedure took much longer than you anticipated. We truly appreciate you taking the time to share such detailed feedback, as it helps us better understand where we need to improve.
Regarding your concerns, we would like to kindly explain that our return policy and related terms, including return shipping responsibilities and refund conditions, are available on our website before purchase. Our customer service team may ask for additional information about sizing or fit in order to better understand the issue and determine whether an alternative solution may be helpful. We sincerely apologize if this communication made the return process feel complicated or inconvenient. Your comments regarding the product labeling, return experience, and overall service have been taken seriously and will be shared with the relevant team for further review and improvement.
We have already sent you a personalized solution regarding your case and kindly ask you to check your email at your convenience. We sincerely hope you will give us the opportunity to continue assisting you and work toward a resolution that leaves you feeling more satisfied. Thank you again for your valuable feedback.
Best regards,
ZAPAKA Customer Care Team
Riley gave great customer service that…
Riley gave great customer service that was friendly, fast, and very communicative. I reached out originally to upgrade my package to expedited delivery and she made sure that it was taken care immediately. I also had an issue with the delivery and she was able to retrieve the FedEx tracking number for me. Riley was patient with my questions and concerns. I will be recommending Zapaka to others and buying from this company again thanks to the great customer service. Thanks again Riley!
8 July 2026
Reply from Zapaka
Dear Customer,
Thank you for taking the time to share such an amazing review! 🌟 We're absolutely thrilled to hear that Riley was able to assist you every step of the way—from upgrading your shipping to helping you track your package and answering all of your questions with patience and care. 💕 Knowing that Riley's support made such a positive impression and earned your trust means the world to us. Your recommendation is the highest compliment we could receive, and we'll be sure to pass your wonderful feedback along to Riley. We can't wait to welcome you back to ZAPAKA for your next special occasion! 🎉
Best regards,
ZAPAKA Customer Care Team
I would not recommend ordering from…
I would not recommend ordering from ZAPAKA based on my experience.
I paid $145 for a dress that did not look like the photos shown on their website. When I contacted customer service to request a return, the process became extremely frustrating. I had to email multiple times just to get a return address. I was repeatedly told I would have to pay return shipping, but they did not provide the address until I continued asking.
When I finally received the return instructions, I was given a Texas return address at a suite location. The package I received appeared to come from California, which made the return process feel very unclear and sketchy to me.
I paid an additional $14 out of my own pocket to ship the dress back. I also paid an additional fee at the time of purchase that appeared to be an overseas tax/charge. After the return was completed, I received an email stating they processed a “100% refund” of $119, while also stating that shipping, restocking, and handling fees were deducted.
Overall, I lost approximately $45 and spent a lot of time trying to complete what should have been a simple return. My experience with the product and the return process was disappointing. I recommend carefully reading the return policy before ordering.
19 June 2026
Unprompted review
Reply from Zapaka
Dear Monty Carpenter,
We sincerely apologize for the frustration and disappointment you experienced with your order and return process. We understand how upsetting it can be when a dress does not meet your expectations and when the return process feels more complicated than it should. Please know that we truly value your feedback and are sorry for the inconvenience caused.
Regarding your concerns, we would like to kindly explain that our return policy clearly outlines the applicable return shipping, restocking, and handling fees, which may be deducted from the refund amount depending on the situation. We also understand your concerns about the return address and communication process, and we apologize if the information provided did not make you feel clear and supported. We are continuously working to improve our service process and provide a better shopping experience for every customer.
We have already sent you a solution regarding your case and sincerely hope you can check your email at your convenience. We would appreciate the opportunity to further assist you and work toward a satisfactory resolution. Thank you again for sharing your experience with us.
Best regards,
ZAPAKA Customer Care Team
Riley provided outstanding customer…
Riley provided outstanding customer service on helping me match my measurements to what I wanted. She was very thorough and was a pleasure to work with during our numerous emails.
6 July 2026
Reply from Zapaka
Dear Beth Delagardelle,
Thank you for taking the time to leave such a thoughtful review! 🌼 We're delighted to hear that Riley was able to help you find the right fit based on your measurements and provide the detailed guidance you were looking for. We know how important it is to feel confident when choosing a dress online, so it's wonderful to know that her patience and dedication made your experience a positive one. 💛 Your kind words will certainly be shared with Riley—they'll mean so much to her. We truly appreciate your support and hope to welcome you back to ZAPAKA again soon! ✨
Best regards,
ZAPAKA Customer Care Team
great customer service with Tiki
I needed to cancel my order and the customer rep named Tiki was quick, polite and made sure I had great service and wasn’t worried about if I would be able to get my money back after my event was cancelled and I no longer needed my dress.
6 July 2026
Reply from Zapaka
Dear Madeleine Weller,
Thank you for your kind feedback! 💙 We're sorry to hear that your event was canceled, but we're so glad Tiki could make the cancellation process smooth and give you peace of mind. Knowing that you felt supported and reassured throughout the refund process means a great deal to us. 🌷 We'll be sure to share your lovely comments with Tiki—they'll truly appreciate the recognition. We hope to have the opportunity to help you find the perfect dress for a happier occasion in the future. ✨
Best regards,
ZAPAKA Customer Care Team
Zapaka.de
Zapaka.de - Be very careful before you order!!
I ordered a dress from zapaka.de (German website, EUR pricing) and paid an extra 16.80 EUR for expedited shipping (3-7 business days). The tracking number provided never showed any movement - it consistently returned "routing information does not exist." I only received a pickup notification on June 27, two days after the parcel had already arrived at a Packstation far from my home address, with no prior warning that it would not be delivered to my door.
The dress was unwearable - completely different fabric quality from what was shown on the website, extremely oversized, and much longer than described. I contacted support twice to arrange a return. Both times, instead of processing the return, they asked for photos - despite the fact that EU consumer law (Widerrufsrecht) gives every buyer a 14-day no-questions-asked return right for online purchases.
When they finally provided a return address, it was in Texas, USA. I went to Deutsche Post and was told shipping would cost over 100 EUR - nearly the full price of the item. This was never disclosed at the time of purchase on a German-language website.
I have since discovered that this Texas address is a shared warehouse used by multiple Chinese online retailers, and the "US contact number" provided is a Chinese mobile number (+86).
I have opened a PayPal dispute and filed a formal legal notice citing violations of EU Directive 2011/83/EU and §355 BGB.
Update (July 6, 2026): This matter is still unresolved. The PayPal dispute is currently open and under review. I am awaiting the seller’s response to my formal legal notice before contacting PayPal by phone tomorrow. I will update this review once the case is closed.
17 June 2026
Unprompted review
Reply from Zapaka
Dear Daria Dobrodeeva,
We sincerely apologize for the frustration and disappointment you experienced with your order. We understand how upsetting it can be when the shipping process, product expectations, and return experience do not meet your expectations, and we are truly sorry for the inconvenience and concerns this situation has caused you.
Regarding your concerns about the shipping status, product quality, and return process, we would like to kindly explain that we always strive to provide accurate product information, reliable shipping services, and assistance throughout the after-sales process. We take every customer’s feedback seriously and would like to further review the details of your case to better understand what happened and provide appropriate support.
To help us investigate your order and assist you more effectively, please send your order details and any relevant information to our email address: customercare@zapaka.com. Our customer care team will carefully verify your case and get back to you with further assistance as soon as possible.
Best regards,
ZAPAKA Customer Care Team
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