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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See how their reviews and ratings are sourced, scored, and moderated.
Cute dress and i love the $ for all of…
Cute dress and i love the $ for all of them
8 January 2026
Unprompted review
Reply from Zapaka
Dear Alexis Craig，
We’re absolutely over the moon that you adore how cute the dress is and think
it’s such an amazing value for the price—creating charming, budget-friendly pieces that bring joy to our customers is exactly what we strive for, and your kind feedback has made our team’s day! Thank you so much for taking the time to share your thoughts, and we can’t wait to welcome you back soon to discover more delightful finds that offer the same fantastic value you love.
Best regards,
Zapaka Customer Care Team
Everything fine
Everything fine. Had to pat custom dies…. Back us slightly different from Pictures, but a part from that Beautiful dress
7 January 2026
Unprompted review
Reply from Zapaka
Dear Julia
Hi! Thank you for sharing your feedback. We’re thrilled you find the dress beautiful and appreciate you mentioning the slight difference from the pictures. We’ll keep refining our product details to make them more consistent with our photos. Thanks for your support, and we’re looking forward to welcoming you back for a more perfect shopping experience soon!
Best regards,
Zapaka Customer Care Team
Great Quality, Fabulous Customer Service
I ordered a set of about 30 dresses for a show choir, and I was honestly blown away by the quality. The dresses were extremely well made with heavier zippers that don’t need to be replaced after one wear.
Customer service was outstanding - a rep (Joyce) reached out to me after I submitted my order to double check the sizes and the date I needed the dresses by. I got the dresses earlier than expected and she was so kind. Would absolutely order from them again!
15 December 2025
Unprompted review
Reply from Zapaka
Dear Jana Deschenes，
Hi there! We’re absolutely over the moon to hear how impressed you were with the quality of the 30 dresses you ordered for your show choir—knowing the sturdy zippers and top-notch craftsmanship stood out means the world to us, as we strive to create pieces that hold up to every performance. We’re also thrilled Joyce went above and beyond to double-check sizes and your timeline, and that your dresses arrived earlier than expected—providing thoughtful, attentive service like hers is exactly what we aim for. Thank you so much for trusting us with your choir’s needs; we can’t wait to welcome you back for future orders and continue delivering the quality and care you deserve!
Best regards,
Zapaka Customer Care Team
Reply from Zapaka
Dear Helen s,
Thank you for your lovely feedback about the convenient ordering process and the option to add special requests! At Zapaka, we’re committed to accommodating your unique needs as much as possible, and we’re thrilled our service met your expectations. We can’t wait to serve you again with more seamless shopping experiences—feel free to reach out anytime for further assistance!
Best regards,
Zapaka Customer Care Team
convenance
convenance, size chart, something smart-looking and different.
31 December 2025
Unprompted review
Reply from Zapaka
Dear Roberta Morad,
Thank you for your wonderful feedback! We’re thrilled you found shopping with us convenient, appreciated our detailed size chart, and loved the stylish, unique look of our product—this is exactly what we strive to deliver. We’ll keep crafting distinctive, on-trend pieces and refining our services to make your future shopping experiences just as great. Looking forward to serving you again soon!
Best regards,
Zapaka Customer Care Team
Reply from Zapaka
Dear Leslie,
Thank you for your patience as you wait for your order to arrive! We’re thrilled you’re looking forward to it, and we promise our product will live up to your expectations—every detail is crafted with care to make your wait worthwhile. If you have any questions in the meantime, feel free to reach out. We can’t wait for you to experience it and hope to serve you again soon!
Kind regards,
Zapaka Customer Care Team
I am beyond angry and disappointed
I am beyond angry and disappointed. I ordered matching dresses for New Year's Eve, but they are a total catastrophe.
The dresses look nothing like the pictures, the bottom part has extra fabric that wasn't shown online at all. Furthermore, the sizing is completely wrong: S fits like an M, and M fits like an L. They look like shapeless sacks on us.
The worst part? When I complained about the wrong design and sizing, customer service seriously suggested I take them to a tailor to get them fixed!
Now they want me to pay for expensive shipping from Germany to the USA and charge a 15% restocking fee for faulty items. I was literally in tears. I will NEVER order here again.
26 December 2025
Unprompted review
Reply from Zapaka
To verify the issue you are experiencing, we have taken photos of the product in our warehouse. The photos show that the product's appearance matches the pictures. We have sent you the photos via email.
Based on the pictures you provided, we believe you may have mixed up the inside and outside. Please turn the product you received inside out; the side you are currently wearing should be the outer side of the skirt, and the side shown is the lining.
If you have any questions, please feel free to contact us.
Dresses supplied were excellent quality…
Dresses supplied were excellent quality but issue with sizing. Zapaka were quick to respond and sort the problem for me. Just waiting on delivery of the replacements. Thank you.
10 December 2025
Unprompted review
Reply from Zapaka
Dear Amanda,
Thanks for sharing your shopping experience here.
We feel delighted that you are in love with the products and our service!
Zapaka will always be your best friends and fashion adviser.
Any problem with the order, just feel free to contact us. We are always here to serve you.
Best Regards,
Zapaka Customer Care Team
Good customer service
UPDATED. Very disappointed. Quality of dresses (three) was very good. I’m normally a size 10. Ordered a size to be sure. 4 inches / 10 cams too tight on the zip. Dress said 8. When I queried, they said it was a USA 8, UK 12. I would have had to order a 16 to 18 for it to fit me.
Update
Since this review, they have contacted me and agreed to send larger size, and to expedite delivery. Very pleased with their response and their customer service. They did point out there is an accurate sizing chart on their website. Make sure you follow this as they aren’t normal UK sizing, but the measurements are accurate.
19 December 2025
Unprompted review
Reply from Zapaka
Thank you for sharing. We are very sorry that we were unable to meet your expectations. We would like to clarify that we have attached a size chart and a UK/US size comparison chart to each link. You can easily find the size you need by consulting these resources.
Regarding your question about returns, I have seen your email and have sent you the latest exchange plan. I look forward to your reply.
Exceptional service and excellent quality!
Exceptional service and excellent quality. Purchased a prom dress for my daughter but it was too small. Spoke with customer service - a very quick and prompt service who offered a second at a reduced price and got to keep the original. A few issues with sizing and stock but customer service remained very efficient, easy to access and very helpful. Second dress arrived and its absolutely perfect!! Would highly recommend, excellent prices, excellent quality and overall excellent service !!
17 December 2025
Unprompted review
Reply from Zapaka
Hi GRACE BOWEN,
Thank you for sharing your experience and it is always a pleasure to receive this feedback from our loyal customers.
We thank you for your time and wish you a good day.
Best Regards,
Zapaka Customer Service Center Team
The purchase process was easy
The purchase process was easy although it did take a bit longer than usual trying to connect with paypal. The dress is so beautiful in the picture and I look forward to wearing it and it looking just as it did in the picture.
16 December 2025
Unprompted review
Reply from Zapaka
Dear Ms Somers,
Thank you very much for being part of Zapaka!! We appreciate your business and hope to serve you again soon!
Best Regards,
Zapaka Customer Care Team
Incorrect sizing and return post too expensive…
Purchased dress based on measurements with a tape measure. The size provided was not true to measurements listed online. Very difficult to arrange a return with costly process to change size ( postage and tracking from Australia to USA at my expense and I am not being refunded original postage) I am not sending as out of pocket over $50 for postage. Lengthy period for refund was reported. It is not an easy return process at all and items not as described on website. Suggest alternative online options for clothes purchases.
10 December 2025
Unprompted review
Reply from Zapaka
Hi Jenny Gordon,
Regarding the issue of clothing sizes. If the measurement of the clothes is accurate but does not match the size chart, and it is larger than the standard error, we are willing to offer you a refund or a replacement. Secondly, regarding the exchange of goods, we have newly introduced a policy that perfectly solves the problem of a long return period. You can provide me with your logistics tracking number. After we verify the issue, I will ask you to apply for a solution.
Kind regards,
Zapaka Customer Care Team
Don't plan on returning your dress.
This sight has been a nightmare. My dress was not what was pictured & after following their measurement guidelines it was huge. It came rolled in a fairly small plastic bag. Everytime I emailed them 7x they still won't give me the address to send it to. You have 7days & I started the day after I received it. They just keep sending 15% off offers. NEVER AGAIN FROM THIS COMPANY! DO not order from them! I've notified my bank to louge a claim.
9 December 2025
Unprompted review
Reply from Zapaka
Hi N.Scibilia,
Firstly, we sincerely apologize for the poor shopping experience you have encountered. Our clothes are all produced in accordance with the design that ensures the best fit. If you think the quality or size does not match, please let us know and we will verify the issue. After that, we will provide you with a solution. Secondly, regarding the packaging of our parcels, we have adopted a method that is more suitable for international transportation to reduce damage during the transportation process. We are very sorry for the inconvenience caused to you. Finally, if you don't like it, please feel free to contact us. We will be glad to provide you with a return address.
Kind regards,
Zapaka Customer Care Team
I ordered a dress for a wedding and…
I ordered a dress for a wedding and paid an extra $38 for expedited shipping (3 to 8 days) and its day 10 but no dress… and the wedding is tomorrow! There seems to be easy way to communicate with this company and shipping company says that the tracking number is not valid. Never again!
12 December 2025
Unprompted review
Reply from Zapaka
Hi Charles kinkade,
First of all, I'm very sorry for the poor shopping experience you've had. As our order process includes both production time and transportation time, the actual time required will be longer than expected. Secondly, if the tracking number for the logistics is invalid, please inform us promptly. We will communicate with the relevant departments to propose a solution for you.
Kind regards,
Zapaka Customer Care Team
Ordered size 18 AU but was more like a…
Ordered size 18 AU but was more like a size 12 Paid $180 after multiply emails they and photos they offered to keep the product and receive a $15 refund what a joke the dress was no good to me and to offer a $15 refund I opted to return the dress which cost me another $42 postage and am waiting still for refund
10 November 2025
Unprompted review
Reply from Zapaka
Hi VICKI Austin,
First of all, we sincerely apologize for the unpleasant shopping experience. Regarding clothing sizes, we strictly adhere to the size chart on our website during production. If you feel there is a size issue, you can measure the garment yourself. If it differs from the size chart on our website, we can resend the garment or issue a refund. Secondly, regarding partial refunds, we are very sorry, but most customers agree to hold their orders and receive a partial refund, so we have been negotiating a solution from the customer's perspective. Finally, regarding order refunds, our website provides detailed instructions. Because our customers are from all over the world, it is impossible for us to establish return warehouses in every country. We have chosen the United States as the return address after considering various factors, and I sincerely apologize for any inconvenience caused by the return. For refunds, we will refund the amount to your original payment method within a few business days of receiving the returned package. Finally, we will actively improve upon the issues you mentioned and strive to provide a better shopping experience for more customers.
Best Regards,
Zapaka Customer Care Team
I ordered a size 24 got an 18
I ordered a size 24 got an 18. the service after is disgusting. I have to pay to return it and take all the risk of sending a wrongly sized garment back in the hope of a refund in some distant future- DONT ORDER FROM THEM
10 December 2025
Unprompted review
Reply from Zapaka
Hi Kylie,
We sincerely apologize for the unpleasant shopping experience. Regarding the order size issue, if you received the wrong size, please do not hesitate to provide us with relevant photos or videos. We will arrange for a replacement or refund. Secondly, regarding return shipping costs, we strictly adhere to our return policy. We do not reimburse return shipping costs for reasons not attributable to us. If you have any issues with the size of your clothing, please contact us, and we will provide you with a solution. We sincerely apologize for any inconvenience caused.Regarding the refund issue, please rest assured that once we receive the returned package, we will immediately process the refund for you.Finally, we would like to look into your case specifically and offer better assistance, but we are unable to find your order number after checking your username. So we have sent you a message and would highly appreciate it if you could get back to us with your order information. Looking forward to your response.
Best Regards,
Zapaka Customer Service Center Team
Joyce sangat membantu menanggapi…
Joyce sangat membantu menanggapi masalah saya, pelayanan bagus
9 December 2025
Unprompted review
Reply from Zapaka
Hello Niken indah Handayaningrum,
Thank you for your review! Zapaka will keep make improvement with our products and service. Hope you enjoy the shopping.
Best Regards,
Zapaka Customer Care Team
I had to pay for all the shipping cost…
I had to pay for all the shipping cost I lost more than $40.00 dollars
9 December 2025
Reply from Zapaka
Hi SusieBarrocas,
I'm very sorry for the poor shopping experience you've had. Regarding the return shipping fee issue. Generally, for American customers, the return shipping fee is around 15 dollars. We are not sure if it's due to a recent policy adjustment or some other specific situation. Could you please send us the return form so that we can further verify the problem?
Best Regards,
Zapaka Customer Service Center Team
Easy website to manage and beautiful…
Easy website to manage and beautiful inventory.
6 December 2025
Unprompted review
Reply from Zapaka
Dear Muffy Yale,
Thank you for taking the time to write your review. We at Zapaka really appreciate this.
Best Regards,
Zapaka Customer Service Center Team
Zapala is quite efficient with customer…
Zapala is quite efficient with customer service. Their products are good quality. On time delivery. I'd recommend them anytime.
6 December 2025
Reply from Zapaka
Dear cam,
Thanks for sharing your shopping experience here.
We feel delighted that you are in love with the products and our service!
Zapaka will always be your best friends and fashion adviser.
Any problem with the order, just feel free to contact us. We are always here to serve you.
Best Regards,
Zapaka Customer Care Team
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