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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What people talk about most
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.
Horrible return/exchange process
Tried to exchange for a new size had to jump through hoops. Decided to just return not worth the hassle that was another battle still waiting for the refund 3 weeks later! I think they just try to make customers give up. Will never use this site again
6 December 2025
Reply from Zapaka
Hi JessicaWeaver,
Firstly, I'm very sorry for the poor shopping experience you had. As for the return process, we need to follow the return policy. I'm sorry if you have experienced any dissatisfaction. Secondly, regarding the refund issue for the clothes, we usually process the refund for the customers after receiving the items. And we have detected that the refund has been returned to your original payment method. Finally, we will actively improve the problems you have reported. Our goal is to provide a better shopping experience for more customers.
If you have any further questions, please let us know. Have a good time!
Kind regards,
Zapaka Customer Care Team
I had the best experience when ordering
I had the best experience when ordering. It was quick and easy with communication right away. I would definitely recommend Zapaka for anyone looking for great quality and Top notch customer service. Thank you so much! I am very pleased with your product and service!
5 December 2025
Unprompted review
Reply from Zapaka
Dear AUNDRA RICHTER,
Thank you for taking the time to write your review. We at Zapaka really appreciate this.
Best Regards,
Zapaka Customer Service Center Team
Bad customer service
I ordered a dress, received it but the bust is too big. I tried doing the live chat to ask about returning it & exchanging for something else but was not receiving a response. I tried several times & then finally received a response saying it was past the retun time. Seems odd I was able to get a response after you no longer allow returns/ exchange.
24 November 2025
Reply from Zapaka
Dear Jennifer,
I'm very sorry for the poor shopping experience you've had. If the clothes don't fit, we definitely support returns and refunds. However, we strictly follow the return policy. If your order has exceeded the return deadline, or if the item is non-returnable, we cannot handle it. In fact, our return period is calculated from the time the customer first requests a return. We will inform you when we contact you. If you haven't exceeded the return deadline and the item is returnable, we will definitely be willing to process the return and refund. I'm very sorry for the inconvenience caused. Our aim is to provide every customer with a good shopping experience. We will also actively improve the issues you mentioned to strive to bring more customers a good shopping experience.
Kind regards,
Zapaka Customer Care Team
I didn’t not happy get my discount code I…
I didn’t get my discount code I couldn’t find it once I left the home page and I spent £98:88 so wasn’t very happy
3 December 2025
Unprompted review
Reply from Zapaka
Dear Dinkleboo maz,
I'm very sorry for the unpleasant shopping experience. I'll check and send you an email. If you haven't received the coupon, we'll apply for it for you immediately.
Best Regards,
Zapaka Customer Service Center Team
Reply from Zapaka
Hi customer,
First of all, we sincerely apologize for the unpleasant shopping experience. Regarding the quality of the clothing, we take it very seriously and use methods that best fit the design to produce the garments. However, it's impossible for everyone to like every piece of clothing. If you don't like it, we support returns and refunds. Secondly, we apologize for the complicated return process you mentioned. However, most customers agree to keep their orders and receive a partial refund, so we have been negotiating and handling the matter from the customer's perspective. We apologize for any inconvenience caused and will actively incorporate suggestions to strive for a better shopping experience for more customers.
Best Regards,
Zapaka Customer Service Center Team
I returned the item did everything they…
I returned the item did everything they asked and wanted sent back to them, and I still have not received my refund. Please check on that for me.
21 November 2025
Reply from Zapaka
Hi Carole Szilasie,
First of all, we sincerely apologize for the inconvenience caused. We will process your refund after receiving and inspecting the returned package. The refund will be returned to your original payment method within a few business days after processing; the specific refund time depends on the bank's processing time. Please wait patiently.
Best Regards,
Zapaka Customer Service Center Team
TERRIBLE SCAM OF A COMPANY
TERRIBLE. They weasel their way out of providing small refunds/returns. I purchased a pair of boots that did not arrive in time. I tried to cancel the order the second day after I made the purchase online and even though they had not shipped the order, they told me they could not cancel the order. I thought "OK, I will wait for the order to arrive and then apply for a refund". I have since received the order. I tried to request a refund but they have told me that the boots fall under 'accessories' and they have a policy not to return any accessories. This is a SCAM. People do not read the fine print. We assume that if we buy something, that we will have the option to return it under the Consumer Rights Act. But no, they are doing everything in their power to get out of providing a basic service such as a refund. This was my first time purchasing through Zapaka and it will be the last. I will be sure to spread the word to all my networks not to buy from this company.
1 December 2025
Unprompted review
Reply from Zapaka
Dear Nicole Long,
First of all, we sincerely apologize for the unpleasant shopping experience. Firstly, because the shoes had already been received by our warehouse when you requested to cancel your order, we were unable to process it. Secondly, as shoes are indeed personal items, to avoid hygiene issues, we cannot accept returns. Finally, regarding the order time, I checked the relevant dates; you placed your order on November 18th, and we received it in our warehouse on the 19th. The 8-day shipping time was also within the estimated timeframe, so the order was not overdue. However, I am still very sorry for the unpleasant shopping experience. We will continue to improve our relevant policies and strive to provide more customers with a better shopping experience.
Kindest Regards,
Zapaka Customer Care Team
Haven't received my package
Haven't received my package ! Received know updates yet, just that it was ordered! So know comment
26 November 2025
Unprompted review
Reply from Zapaka
Dear Laurie Zimmerman,
Thank you for taking the time to leave a review!
All dresses are made to order include standard size.
Have you noticed the tailoring time and shipping time under the "add to cart" button at the dress page (which you ordered).
The order total time = tailoring time + shipping time
Normally it will take 7-12 business days for tailoring and 3-10 business days for shipping, and I found you purchased order on November 23rd. This is still within the delivery date.
That means you will receive your order in time.
By the way, every tailor works late every day, we will try to do our fastest for you.
Pls, feel free to contact us if you have any questions. Our email address is service@zapaka.com. We are always here to help.
Kind regards,
Zapaka Customer Care Team
Okay 👍
Very skeptical and not an entire refund but thankful I got some money back. Dress was beautiful!
28 November 2025
Unprompted review
Reply from Zapaka
Dear Myndi Orr,
Thank you for taking the time to write your review. We at Zapaka really appreciate this.
Best Regards,
Zapaka Customer Service Center Team
Nice and versatile styles.I got advice…
Nice and versatile styles.I got advice on the size. Someone called Tiki followed up on my order. Overall, it was a great experience.
25 November 2025
Unprompted review
Reply from Zapaka
Dear Florence Namuleme,
Thank you for taking the time to write your review. We at Zapaka really appreciate this.
Best Regards,
Zapaka Customer Service Center Team
I just had email from zapaka Joyce who…
I just had email from zapaka Joyce who was wonderful and helped with my order that I needed to change.
Quick reply via email and simple!
They have always sent items quickly and reply to emails quickly too if any issues or queries.
Thanks Joyce
27 November 2025
Unprompted review
Reply from Zapaka
Dear Erica,
Thank you for sharing your experience with us.
We appreciate that you have acknowledge our hard work in giving our customers the best shopping experience possible.
We look forward to seeing you on Zapaka again soon.
Zapaka Customer Service Center Team
Horrible response time
Horrible response time. Still haven’t received a response or updates on the dress
24 November 2025
Unprompted review
Reply from Zapaka
Dear iri Nanduri,
I'm very sorry for the inconvenience caused. We always provide customers with a tracking number after the order is shipped. It's possible that the relevant department missed sending it. I have already sent your tracking information to you via email.
Best Regards,
Zapaka Customer Service Center Team
I wasn’t aware of the store’s 7-day…
I wasn’t aware of the store’s 7-day exchange/return policy when I made my purchase. I received my dress on the 12th and tried it on the 22nd, only to find that it was too small. Unfortunately, I was just 3 days past the return window and was told I could no longer exchange or return it.
The turnaround time for returns is very short, especially for an item as expensive as this dress. It’s disappointing not to be able to use something I spent so much on. I wish the policy had been more clearly communicated at the time of purchase.
22 November 2025
Unprompted review
Reply from Zapaka
Dear Nadia Carrasco,
First of all, we apologize for the unpleasant shopping experience. Regarding returns, we have a return policy on our website, and we fully adhere to it to process all matters more efficiently. Furthermore, our return period is seven business days; we allow customers seven business days to decide whether the item is suitable and desired after receiving the package. We support returns and exchanges within this period.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.
Kind regards,
Zapaka Customer Care Team
Awesome customercare!
I had a great experience with Zapaka. The customer service was very helpful, especially Joyce that provided clear and specific information when I needed it. Her message finally explained everything in detail, which made the whole ordering process much easier. Thank you!
24 November 2025
Unprompted review
Reply from Zapaka
Hi Karolina,
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
There’s a large selection
There’s a large selection of unique dresses at reasonable prices.
23 November 2025
Unprompted review
Reply from Zapaka
Hello L.N. Goss,
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
The return policy is a scam
The return policy is a scam. Do not purchase anything from Zapaka. I ordered two gowns, one in a size 10 and one in a size 12. Neither fit. All I want to do is send them back and get a refund but I get emails offering me options. I understand that I have to pay for shipping but I do not appreciate several emails with all kinds of other options. The dresses don’t fit and I do not want them. I cannot believe that this is happening.
21 November 2025
Unprompted review
Reply from Zapaka
Dear Patricia Andriaccio,
First of all, I'm very sorry for the unpleasant shopping experience. Regarding clothing sizing, we strictly adhere to the size chart on our website during production. We support returns and exchanges if you feel the size is unsuitable. If your measurements were incorrect, we are also willing to take responsibility and provide a solution. Secondly, we apologize for the complicated return process you mentioned. However, most customers agree to keep their orders and receive a partial refund, so we have been negotiating and handling the matter from the customer's perspective. Nevertheless, I truly apologize for the unpleasant shopping experience you had.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.
Kind regards,
Zapaka Customer Care Team
bridesmaid dresses disaster
Tried to buy bridesmaid dresses. One in May to try, the other two in October. There were two color choices in catalog. Matcha and chiffon. I was emailed and told to choose a color. I said I wanted the chiffon pink from the catalog. I was emailed again and told to pick a color. When the dresses came in they did not match the original. Also the pattern was different. The may dress was a single layered underskirt, and different material and size on the waistband and spaghetti straps. I asked if I could return the dresses and was told no because of the “custom color” which they forced me to pick out on the e-mails. At this point, I have spent over $500 for bridesmaids dresses that don’t match in color, material or pattern. They only offered to refund $28. They also told me that they cannot guarantee that the dresses will match unless ordered at the same time. They NEVER addressed the issue that the patterns were different between the dresses. I wish I could upload pictures! Don’t use this company for bridesmaids dresses!
21 November 2025
Unprompted review
Reply from Zapaka
Dear Carrie Sherman,
First of all, I'm very sorry for the unpleasant shopping experience. Regarding the clothing, slight differences do occur between production batches. We regularly modify the clothing based on customer feedback. Secondly, we produce the clothing according to the best possible fit to the design. However, it's impossible for everyone to like the same garment. If you feel the pattern and style don't match, please let us know. If it's our fault, we're willing to take responsibility. Regarding the non-refundable nature of customized items, this is stated in our return policy. Clothing customized according to customer preferences is non-refundable, and I apologize for any inconvenience. Regarding the partial refund amount, since I haven't found your order number, I'm unsure of the situation. Please provide your order number so I can verify the issue and provide a solution.
Kind regards,
Zapaka Customer Care Team
Terrible representation on the website…
Terrible representation on the website of the item they were selling. Then when I have tried to return it they make it virtually impossible. Their tactic is to offer you partial refunds so that you give up. First a small amount of £9, then when you decline and say I still want to return they weirdly offer you £28. Finally when they listen to you and 'request' to send back they make it so complicated, you'll spend more time and money on sending it back than anything you've bought. A complete sham of a company, and terrible quality. Worth avoiding
21 November 2025
Unprompted review
Reply from Zapaka
Dear Ro,
First of all, we hope you are doing well. We sincerely apologize for the complicated return process you mentioned, but most customers agree to keep their orders and receive a partial refund, so we have been negotiating to resolve this from the customer's perspective. Secondly, regarding product quality, we value product quality very much and produce them in a way that best fits the garment. However, not everyone can like the same clothes. If you don't like it, we also support returns. Then, regarding the return address, our customers are located all over the world, and it's impossible for us to establish return warehouses in every country. Considering various factors, we chose the United States as our return warehouse. We sincerely apologize for any inconvenience this may have caused.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.
Kind regards,
Zapaka Customer Care Team
The suit was very small
The suit was tiny. The material is of inferior quality. The return process is very expensive.
You are forced to keep a product you don't need. My small piece of advice: don't buy.
21 November 2025
Unprompted review
Reply from Zapaka
Dear McDonald Mupudzi,
First of all, we sincerely apologize for the unpleasant shopping experience. Because our customers are from all over the world, it's impossible for us to have return warehouses in every country. Considering various factors, we chose the United States as the return address. Since we cannot find your order, we are unable to provide you with a suitable solution. Our clothing sizes are strictly manufactured according to our size chart. We are willing to take responsibility if there are any issues with the measurements. If you selected a size that is too small, we can also provide a solution to resolve the problem for you. Please provide your order number so we can help you resolve the issue.
Kindest Regards,
Zapaka Customer Care Team
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