They didn’t display the cost of custom fee it just lead me to think that it was free. Which i knew was unlikely but i feel it should all be added together in the beginning instead of buying a dress th... See more
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Review summary
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Based on these reviews
Review from Sonoma, California. This is my 2nd custom sized dress order with Zapaka. I was extremely surprised how quickly I received my custom sized dress for my daughter's wedding. The dress fit... See more
Company replied
I delt with Zane over emails back and forth with not only shipping but also sizing for my daughter's ball dress he reassured me multiple times and corrected a muck up on my behalf. Zane was absolutely... See more
Company replied
We had such a great experience with Zapaka! We thought we were missing a piece of lace, but Riley went above and beyond to help us track it down. She was so patient, kind, and determined to make sure... 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
4K reviews
Replied to 99% of negative reviews
Typically replies within 48 hours
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This is the worst store ever
This is the worst store ever! How are they even in business. First it’s not an easy return you have to jump through burning hoops just to return. Take pictures of this and this and this and they don’t email you back for days and when they do they don’t answer your questions. Then the thing you buy and want to return I had to pay another 20 dollars to ship back to them and when they received it and signed for the package they wrote FU in the signature spot. What complete ignorance of them. Still haven’t received my 185.00 dollars back and reporting to better business bureau
12 February 2026
Unprompted review
Reply from Zapaka
Dear customer,
we sincerely apologize for your poor experience; this is absolutely not our standard of service. Regarding the signature issue you mentioned, we solemnly declare that we will never use any inappropriate language when signing for returned goods, and we will immediately check the logistics records to find out the cause. At the same time, we deeply apologize for the delay in refund and the communication breakdown. To ensure your $185 refund is processed as quickly as possible, please send your order details and supporting documents to our official email address: customercare@zapaka.com. Our specialists will prioritize the investigation and follow up throughout the process. Thank you for prompting us to improve our service; we look forward to regaining your trust.
Best regards,
Zapaka Customer Service Team
Prom Dress Experience
I ordered a prom dress for my granddaughter, knowing that it would have to be altered. I do the alterations myself, but I need time. When I realized that the dress was coming from overseas, I wrote them an email and said I absolutely had to have the dress by March 1. I asked if they could do that. They answered my email and assured me that I would get the dress in time, and they sent me a tracking number. They sent me another email to follow up. I got the dress on February 23rd. I was a little worried because it came in a plastic mailing bag, but the dress was in perfect condition and my granddaughter absolutely loves it. I will have plenty of time to shorten it for her.
22 February 2026
Reply from Zapaka
Dear Kathy Shanahan,
thank you so much for your thoughtful and heartwarming review! We are truly delighted to know that your granddaughter loves her prom dress. We apologize for the extra worry you had about the overseas shipping and alteration time, but we are so glad that the dress arrived safely and on time. Thank you for taking the time to carefully alter it for your beloved granddaughter. Your trust and understanding are our greatest motivation. We wish your little one a radiant performance at the prom and many wonderful memories!
Best Regards,
Zapaka Customer Care Team
Order not delivered it the time frame they quoted
Interesting how all of the recent reviews happened within the past week. I sent a request for a refund so I will see how it goes.
9 February 2026
Unprompted review
Reply from Zapaka
Dear Janice,
we sincerely apologize that your order was not delivered on time. Due to a recent surge in orders, our logistics processing experienced a brief delay, which we deeply regret. To ensure your refund request is processed as quickly as possible, please send your order details to our customer service email address: customercare@zapaka.com. We will prioritize verifying your request and providing a solution. Thank you for your understanding and support.
Best regards,
Zapaka Customer Service Team
Absolutely awful..
Absolutely awful... Prom dress ordered and never received. They have offered 40% refund! Appalling! FRAUD!!!!
26.02.26 LIES! The goods were never delivered - I have tracked the delivery. Nothing had been resolved as the company are insisting that I had received the order which I did not.
I NEVER REFUSED TO ACCEPT THE PACKAGE - why would I do that? Unbelievable! Now they are blaming me! Shameful really!
14.03 MORE LIES! No dress or refund - just endless emails about nothing. Please do not risk your special occasions and purchase elsewhere! This is a scam and FRAUD!
22.03 After tens of emails and chasing the delivery company - they had never attempted a delivery as the address was not provided - I have received a full refund.
Finally! Two months since the purchase. Why should any customer chase their own money or products they had paid for?
23 January 2026
Unprompted review
Reply from Zapaka
Dear Kateryna Konstantynova,
we are very sorry for the unpleasant shopping experience you had. Upon investigation, we were initially only able to offer a 40% refund because you refused to accept the package. However, to ensure you receive your goods, we contacted the logistics company again to arrange delivery, and the system now shows that the package has been successfully delivered. We sincerely apologize for the misunderstanding and delays in communication and have already informed you of the latest progress and solution via email. Please check your email. If you have any questions, please feel free to contact our customer service at service@zapaka.com, and we will do our best to assist you. Thank you for your understanding and patience!
Best regards,
Zapaka Customer Service Team
Awful. Never again!
Dresses arrived In a tiny 10”x10” bag. Runs extremely small and I sized up. Returns requires an act of congress with me paying return shipping and 15% restock. They’re just awful. No matter how nice the clothes look. Stay away from UPDATE response came after refund was issued so nothing can be done. Response was just for show.
18 February 2026
Unprompted review
Reply from Zapaka
Dear mgs,
Thank you for your feedback. We understand your dissatisfaction with the sizing and return process. Our return policy does require buyers to bear return shipping costs and a 15% relisting fee; these terms can be viewed on our website before purchase.
However, considering your specific situation involving a sizing issue, we are willing to reassess your case. Please send your order details and the problem you encountered to customercare@zapaka.com, and our customer service team will provide you with a more flexible solution.
We value every customer's shopping experience and hope to have the opportunity to resolve this issue properly for you.
ZAPAKA Customer Service Team
Misleading Location Claims and Unprofessional Customer Service
This company advertises itself as being based in Texas and states that all orders—whether standard size or custom measurements—require 12–15 days for processing because each dress is made to order. However, the product is actually shipped from overseas. It goes through international transit, is processed through U.S. customs, and is then delivered via FedEx Priority Shipping.
Their customer service has also been extremely unprofessional. Emails were not answered, and the live chat session was terminated without allowing me to respond.
The tracking information clearly shows that the product originated in Suzhou and Shanghai, China, confirming that the order was shipped internationally rather than from Texas as implied
These details verify that the item was manufactured and shipped from China, passed through international logistics, and required U.S. customs processing before delivery.
17 February 2026
Unprompted review
Reply from Zapaka
Dear Chris,
Thank you for your feedback on our service. We do have a returns warehouse in the US, but to ensure the quality of every dress, all items are meticulously crafted by a professional team in China, requiring a 12-15 day production time. International logistics and customs procedures may extend delivery times, for which we sincerely apologize.
Regarding the customer service issue you mentioned, we are enhancing team training to ensure a more timely and professional response. To further assist you, please send your order details to customercare@zapaka.com, and we will prioritize processing your request.
We value every customer's experience and look forward to the opportunity to provide you with even better service.
ZAPAKA Customer Service Team
Marín´s Help
I ordered a Valentine's Day gift; we all know how important that day is (although for me, every day is). I made a mistake with the address when placing the order. Luckily, the help center, specifically Marín, was able to resolve the address change before the shipment was sent. I'm very grateful for their work. It's these people who make the difference with their attention to detail. I'll probably use Zapaka again when I make another purchase because I know Marín and her technical team will always be there to help.
14 February 2026
Reply from Zapaka
Dear luis lopez naranjo,
Thank you so much for your wonderful review! We’re thrilled to hear that our team, especially Marín, was able to help correct your address before shipping and ensure your special Valentine’s gift arrived on time. Making sure every important moment goes smoothly for you is what we care about most. We truly appreciate your trust and support, and we look forward to serving you again soon!
Best Regards,
Zapaka Customer Care Team
I communicated with zapaka in reference…refund for a return
I communicated with zapaka in reference to my credit for the dress I returned. Representative Phoenix responded and he was very helpful which I really appreciated.
Thank you phoenix for you help
15 February 2026
Reply from Zapaka
Dear Lynette，
Thank you so much for your kind review! We’re delighted to hear that Phoenix was able to assist you efficiently with your return credit, and we truly appreciate your gratitude. Providing friendly and reliable support is our top priority, and we’re grateful for your trust. We hope to have the pleasure of serving you again soon!
Best Regards,
Zapaka Customer Care Team
Reply from Zapaka
Dear Lori，
Thank you so much for your lovely review! 🥰 We’re absolutely thrilled to hear you had such a great experience with Marin 🌟 She’ll be so happy to receive your wonderful feedback! Thank you for choosing us, and we can’t wait to assist you again soon! 💐
Best Regards,
Zapaka Customer Care Team
My return was processed in a very…
My return was processed in a very timely manner by Joyce - thank you again, Joyce!
13 February 2026
Reply from Zapaka
Dear Gina,
Wow, I'm so happy to receive your message! Thank you so much for taking the time to express your gratitude to me, Joyce. I've received it! 😊
Being able to handle the refund for you so quickly and relieving you of your worries has already made me satisfied! If you need any help or come across something you like in the future, feel free to come and chat with me anytime.
Wish you a good mood every day!
Best Regards,
Zapaka Customer Service Center Team
Excellent customer service
I loved the range of dresses that were available on the website for my daughters year 12 ball but what I loved the most was the customer service I received afterwards
Unfortunately because I moved houses recently my phone did the auto fill to our old address so of course I was in panic mode but I emailed the customer support link and they were onto it straight away..I talked with Tiki and she/he helped me out with the change of address and reassured me that the dress would be going out to my new address
I was so happy and thankful of the prompt response and customer service I received
Annette
13 February 2026
Reply from Zapaka
Dear Annette Richmond,
It's really delightful to see your message! Thank you so much for sharing your experience with such care!
I'm very glad to hear that both you and your daughter like the dresses on our website. What makes me even happier is that when you were worried about the address issue, I was able to handle it promptly and reassure you. This is exactly what I should have done!
Your recognition means a great deal to me! I wish your daughter a wonderful time at the graduation dance and a fantastic night! If you need anything in the future, just come to me at any time!
Best Regards,
Zapaka Customer Service Center Team
Customer feedback on Marin
I emailed customer service regarding when my order will be shipped due to it being a few days since the order was processed. Marin quickly responded providing in detail the order/creating/shipping process. She offered to send me an email as my order moved thru the process, which I very much appreciated. She has been keeping my up-to-date on my order. One of the top customer service experiences I have had in a long time.
I appreciate Marin's dedication and committed to providing excellent customer service.
12 February 2026
Reply from Zapaka
Dear Donna Dombrowski,
It's really delightful to see your message! Thank you so much for sharing your experience with such care.
Having heard that Marin has provided you with such thoughtful service, from explaining the process to proactively updating the progress, you have felt valued. We are particularly pleased to hear your recognition of Marin! What you said, "one of the best service experiences", is the greatest encouragement for us!
I will definitely convey your praise to Marin and let her know that her efforts have been noticed by you.
If you have any further needs in the future, please feel free to contact us at any time! Wish you a happy every day!
Best Regards,
Zapaka Customer Service Center Team
Support
I received excellent support from Joyce; she helped me promptly when I needed it!
11 February 2026
Reply from Zapaka
Dear VanessaPetrochinski,
Thank you for taking the time to write your review. We at Zapaka really appreciate this.
Best Regards,
Zapaka Customer Service Center Team
We excellent staff and materials are…
We excellent staff and materials are very good and we will continue buying them and greatly appreciate it
12 February 2026
Reply from Zapaka
Dear Ricardo Teixeira,
Thank you so much for your wonderful feedback! We’re truly delighted to hear you’re satisfied with our staff and the quality of our materials. Your support and trust mean a lot to us, and we’re very grateful you plan to keep shopping with us. We’ll keep working hard to provide you with great products and service every time, and we look forward to serving you again soon!
Best Regards,
Zapaka Customer Care Team
The communication was timely and very…
The communication was timely and very positive.
They attempted to make everything right and ultimately accepted my return with refund. They did have a few requirements but I felt they were necessary to more things forward. Although the dress did not fit the craftsmanship and materials were very good.
10 February 2026
Reply from Zapaka
Dear kim,
Thank you so much for your thoughtful review! We’re glad our timely and positive communication helped resolve things smoothly, and we appreciate your understanding regarding the return process. We’re also happy to hear you recognize the fine craftsmanship and quality materials of the dress. It’s our goal to make things right for every customer, and we hope to have the pleasure of serving you again in the future!
Best Regards,
Zapaka Customer Care Team
Tiki was a pleasure to deal with
Tiki was a pleasure to deal with. Have not received my product yet but so far the service has been great.
10 February 2026
Reply from Zapaka
Dear Customer,
Thank you so much for your kind words about Tiki! We’re delighted you’re enjoying great service so far, and we’re eagerly looking forward to you receiving your product and sharing the joy with us soon!
Best Regards,
Zapaka Customer Care Team
I ordered some beautiful dresses from…
I ordered some beautiful dresses from Zapaka for a Gatsby party. I had to send them back as I didn’t need them all and the customer service was exceptional from the beginning to the end of this return process. There was the personal touch in every correspondence I had with Tiki who was so helpful especially as we were in the UK and Zapaka are in the USA the whole process was seamless and dealing with Tiki made it so easy wonderful customer experience and wouldn’t hesitate to order again, it’s nice to have that personal touch instead of AI!
10 February 2026
Reply from Zapaka
Dear Sarah Bullen:
Thank you so much for your wonderful and detailed review! Although this outfit didn't end up being used at your party, we're very happy it provided you with a great experience. We also sincerely thank our entire team, especially Tiki, for providing such attentive and meticulous customer service throughout your return process—even though we're located across the ocean. Making your return process easy and hassle-free meant a lot to us. We sincerely appreciate your recognition of our people-oriented service. We look forward to your next purchase, and we will continue to provide you with warm and attentive service!
Sincerely,
Zapaka Customer Service Team
The dress I order is beautiful and very…
Moving this review back to the original 4 Star rating since I have received my refund. The dress was beautiful but the refund process was ridiculous. I'd love to order another dress but I don't want to have to go through all that again if it is not what I can use. Zapaka, if you can make the refund process as easy as Amazon, I would be happy to order again. I really did love the dress.
I had to drop this review by a star after I received your response below and the follow up emails from your team.
No return address has been provided for this return. I have sent you all of the other information your requested, and if I do not get a return address within 24 hours, and if my return fails to process, I will contact the BBB and include all of the information I have about your attempts to delay a return.
The dress I order is beautiful and very well made. Unfortunatley, although I ordered Rust, the gown I reveived was definately orange and the color did not match the color on my item receipt. It is asymetrical, and the arm on one side was too large. I am attempting to return the item, but I do not have a return address other than the one on my shipping label. Am I to send this to JSS UGDD 875 W State St, Ontario CA 91762?
I plan on ordering more from your site, I just need to return this one first. Thank you!
6 February 2026
Unprompted review
Reply from Zapaka
Dear Charlene Moran,
We’re so glad you love the beautiful design and fine workmanship of the dress, and we sincerely apologize for the inconvenience caused by the color discrepancy, asymmetric cut and ill-fitting sleeve, as well as your doubts about the return address. We have just sent a detailed email to you, which includes the confirmation of the return address and the complete return process guidelines to assist you with the smooth return of the dress, and we look forward to your next pleasant purchase with us after this matter is resolved!
Best Regards,
Zapaka Customer Care Team
Refund policy problems. The problem is not your agents they…
The problem is not your agents they were all great. The problem is that you say on your website that you offer full refunds, however you tired to make me chose one of your other options and I had to email you several times before the refund was offered.
7 February 2026
Reply from Zapaka
Dear evelina,
We sincerely apologize for the inconvenience caused by the refund process not matching the full refund commitment on our website and the extra trouble of your repeated follow-up emails. We highly appreciate your recognition of our customer service team and have just sent a relevant email to you to follow up on this matter in detail. We will also take your valuable feedback to optimize our refund process and ensure that the service on the website is fully consistent with the actual execution, and we look forward to your reply.
Best Regards,
Zapaka Customer Care Team
Efficient Customer Service
When I processed my order, I had to go back and double check on the size. When I did that, I didn't notice my promo code dropped off. I overpaid. I contacted Zapaka Customer Service and Riley was able to quickly help refund the money I should have had discounted at the time of order. I really appreciated their quick and helpful communication.
5 February 2026
Reply from Zapaka
Dear Pamela,
Thank you so much for your wonderful review and for sharing your positive experience with us! We’re thrilled to hear that Riley was able to assist you quickly and resolve the promo code issue with a timely refund, and we truly appreciate your recognition of our efficient and helpful customer service communication. It’s our pleasure to ensure our customers have a smooth shopping experience, and we look forward to welcoming you back for your next purchase with Zapaka!
Best Regards,
Zapaka Customer Care Team
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