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.
Reply from Zapaka
Dear Julian Ingram，
Thank you so much for your kind and encouraging words! 😊 We're truly happy to know that you had a positive experience with our customer service team — providing helpful and friendly support is always our top priority! 💕🙌 Please feel free to reach out anytime you need us. We look forward to serving you again! 🌟
Best regards,
Zapaka Customer Care Team
Very Helpful!
I ordered a very nice dress although I perhaps should’ve ordered it earlier for my event. Package came in perfect shape, no damage and after I emailed the support team on how to return the dress. Tiki was very helpful, patient and understanding of my situation that I really need this refund. Tiki is amazing :) Now my dress is on the way back to them thanks to them.
April 3, 2026
Reply from Zapaka
Dear Gav，
Thank you for sharing your experience! 💖 We're so happy that Tiki could assist you with such patience and warmth — making sure you felt supported every step of the way, even when the timing wasn't ideal for your event 🥺🌟 It's wonderful to know your dress arrived safely and that the return process is now underway smoothly thanks to Tiki's help. We truly appreciate your kind words and hope to have the chance to serve you again in the future — maybe with even better timing next time! 🚀💕
Best regards,
Zapaka Customer Care Team
Reply from Zapaka
Dear customer，
Thank you for your super sweet feedback! 😊 We're absolutely thrilled to hear that our team could jump in and fix your problem right away — that's exactly what we're here for! 🚀💕 Your kind words truly made our day, and we hope to welcome you back anytime you need a helping hand. 🌟
Best regards,
Zapaka Customer Care Team
The prom dress we ordered is beautiful
The prom dress we ordered is beautiful. Well made with the exception on hiding some surging. She is looking forward to wearing it to prom! Thank you! I had some concerns about the purchase so I contacted customer service. Riley was very patient and understanding. She reassured me this was not a scam and that our dress was in the process of being made. Thank you Riley!!
March 31, 2026
Reply from Zapaka
Dear customer,
Thank you so much for your wonderful review! 🌸 We're absolutely thrilled to hear that the prom dress turned out beautiful and that she's excited to wear it to such a special occasion — that truly makes our day! 🥳💖 We also really appreciate you sharing your experience with Riley, who was honored to ease your concerns and walk with you through the process with patience and reassurance 🤗✨ It’s customers like you that remind us why we love what we do. Wishing her the most magical prom night filled with wonderful memories! 💃🎶
Best regards,
Zapaka Customer Care Team
Stunning dress, easy ordering experience.
First, the dress is stunning. It's high quality, exactly as pictured. I'm so pleased with this purchase and would definitely do it again.
We had to return the first one, though, because I ordered the wrong size. Contacting customer service was so easy, they guided me through each step, set my expectations, and were in constant communication with me until my refund was received. My customer service rep, Riley, was so kind and it felt like they really cared about my experience. I'm grateful all around!! Thank you!!
April 1, 2026
Reply from Zapaka
Dear Jade G,
Thank you so much for sharing such a lovely and detailed experience! 💕 We're absolutely overjoyed that you love the dress — it truly means the world to us that you found it stunning, high quality, and exactly as pictured ✨👗 And even though the first size didn’t work out, we’re so happy that Riley was able to guide you through the return process with such care and constant communication 🥰🌟 It’s wonderful to know that we could turn things around and still leave you feeling grateful and supported! Thank you for trusting us — we can’t wait to have you shop with us again! 💖
Best regards,
Zapaka Customer Care Team
The surprise mystery box dresses are…
The surprise mystery box dresses are literally garbage. They look like cheap costumes.
I do not believe they were ever sold in the store because of their extremely low quality, cheap fabric, poor finish work, and lack of tags inside. I was fine with non returnable assuming they were real dresses and not cheap costume junk.
I believe these mystery box. Offerings are FRAUDULENT as they imply they were sold in the store at some point with an original selling price range.
Do not order from here - you will regret it.
March 30, 2026
Unprompted review
Reply from Zapaka
Dear Robin,
Hello, we sincerely apologize for your disappointment with the quality of the Surprise Blind Box Dress. 💕 We understand your disappointment at the product not meeting your expectations and we value your feedback. Please note that the item you purchased belongs to the "Surprise Blind Box" series. Its pricing is based on a comprehensive consideration of the surprise aspect of the blind box itself and the value of the included items. We firmly believe this series offers you a highly cost-effective experience. 🎁 Due to the special nature of this series, the item is not eligible for return or exchange. This is clearly stated on the purchase page; please understand. 📋 To better answer your questions, we have sent a detailed explanation email to your inbox. Please take a moment to check it (and also check your spam/junk mail folder). We apologize again for the unpleasant experience and thank you for your understanding and patience. 🌹
Best regards,
Zapaka Customer Care Team
Remarkable Riley
Riley has assured me that the ordered size 20W gown has been replaced with an 18. Courtesy. Friendly. Professional.
Great communication!
March 28, 2026
Reply from Zapaka
Dear Danielle，
Thank you so much for your kind words! 🌟 We're delighted to hear that Riley was able to assist you smoothly with the size change and that you found the service courteous, friendly, and professional 💼💕 Clear communication makes all the difference, and we're so glad Riley delivered that for you! We can't wait for you to receive your gown — we hope it fits absolutely perfectly and makes you feel as wonderful as you deserve! 🤗✨
Best regards,
Zapaka Customer Care Team
Swing dresses
I ordered three dresses as costumes for a show. They are cute and perfect for what I need. Small issue with shipping and sizing, but the customer service was quick and helpful and sorted me out right away.
March 25, 2026
Reply from Zapaka
Dear Deb，
Thank you so much for taking the time to share your experience! 🎭 We're absolutely thrilled to hear that the three dresses are just what you needed for your show and that our team was able to jump in quickly to help with the shipping and sizing details 🚀💕 It’s wonderful to know we could get everything sorted smoothly so you can focus on the big performance! Wishing you a spectacular show — we know you'll shine! ✨👗
Best regards,
Zapaka Customer Care Team
Quick response with a positive outcome.
March 27, 2026
Reply from Zapaka
Dear customer,
Thank you for your wonderful feedback! 😊 We're so happy to hear that you received a quick response and that everything worked out positively — that's exactly the kind of experience we strive to provide for every customer. 🌟💌 Your satisfaction means so much to us, and we truly appreciate you taking the time to share this! 💖
Best regards,
Zapaka Customer Care Team
Tried to return an expensive dress and…
Tried to return an expensive dress and they make me pay for the return with no guarantee I get my money back. Offer $14 to keep it! I don’t want it!
March 26, 2026
Unprompted review
Reply from Zapaka
Dear Laura,
Hello, we sincerely apologize for your dissatisfaction with the dress and the confusion and dissatisfaction you experienced during the return process. 💕 We fully understand your desire to return the item smoothly and thank you for providing feedback. Regarding the partial refund option you mentioned, we actually wanted to offer you a simpler and faster option, allowing you to resolve the issue of this dress without having to go through the return process. However, this is by no means mandatory; you have the full right to choose to return the item. Our return policy clearly states that return shipping costs are borne by the customer, as stated on the return policy website. 📋 To better assist you in resolving this issue, we sincerely invite you to send the relevant information along with your order number to **customercare@zapaka.com**. We will further investigate and do our best to provide a more suitable solution. We look forward to your email and hope to resolve this matter for you as soon as possible. 🌹
Best regards,
Zapaka Customer Care Team
Customer Service was quick to get back…
Customer Service was quick to get back to me about my order.
March 26, 2026
Reply from Zapaka
Dear Melissa A Dixon，
Thank you so much for your kind feedback! 💌 We're delighted to hear that our customer service team was able to respond quickly to your inquiry — providing timely support is something we truly value, and it’s wonderful to know we hit the mark for you! 🚀😊 If you ever need anything else, we’re always just a message away. Thank you for choosing us! 🌟
Best regards,
Zapaka Customer Care Team
Riley in customer service was of great…
Riley in customer service was of great help. Communication was fast, efficient and very courteous. Your products are great quality and gorgeous. I definitely recommend your store.
March 26, 2026
Reply from Zapaka
Dear Julie，
Thank you so much for this glowing feedback! 💖 We're absolutely thrilled to hear that Riley provided such fast, efficient, and courteous support — and even more delighted that you love the quality and beauty of our products! 🛍️✨ Your kind recommendation means the world to us and truly inspires our team to keep doing our very best. Thank you for being such a wonderful customer — we can't wait to serve you again! 🌸
Best regards,
Zapaka Customer Care Team
Simply agonizing delivery process
Simply agonizing delivery process. I bought a dress almost a month ago, costumer service acts as this is normal and within their timelines. After 1 month waiting, the dress arrives, however it is too big. There is no way that dress is a 36 EU size, it is more like a 40! The event that I will attend is next week, I will have to buy another dress as I have no expectation that their exchange process will be fast and smooth given my current experience and based on other reviews. I will never shop here again.
March 26, 2026
Unprompted review
Reply from Zapaka
Dear Emily Condack,
Hello, we sincerely apologize for your unpleasant experience regarding the delivery wait, the incorrect size, and the inability to wear your desired dress as the event approached. 💔 This is absolutely not the feeling we want for any customer, especially since you were preparing for an important event; we understand your anxiety and disappointment. Regarding the size issue you reported, we have provided a solution in an email. Please take a moment to check your email (and also your spam folder) 📧. We hope to resolve this matter properly and make up for this unpleasant experience as much as possible. We apologize again for the inconvenience caused and thank you for letting us know your situation. 🌹
Best regards,
Zapaka Customer Care Team
Outstanding Customer Service & Beautiful Quality Dress
I had a wonderful experience with this company and I truly want to highlight their excellent customer service.
I recently purchased a dress for my wedding, and although there was an issue with the condition in which it arrived, the team handled the situation in a very professional and caring way. Tiki, in particular, went above and beyond to support me, communicate clearly, and find a fair solution. Her effort and kindness really made a difference.
Despite the initial inconvenience, the dress itself is absolutely beautiful and of great quality, I genuinely love it.
What stands out the most is how seriously they take customer satisfaction. It’s clear they value their clients and are willing to make things right.
I will definitely continue buying from them and highly recommend them to anyone looking for beautiful dresses and reliable service.
Thank you again for everything!
March 26, 2026
Reply from Zapaka
Dear Luisa Mendez Melendro，
Thank you so much for sharing your heartfelt experience with us! 💕 We're truly touched by your kind words and so grateful that Tiki was able to support you with such care and professionalism during such an important moment as your wedding dress journey 👰💍 It means the world to us that despite the initial hiccup, you still found the dress beautiful and of great quality — and that our commitment to making things right truly shone through. 🌟 Knowing that you'll continue to shop with us and recommend us to others is the highest compliment we could ever receive. Thank you again for trusting us with something so special! 💌
Best regards,
Zapaka Customer Care Team
Tiki was very useful and helpful
Tiki was very useful and helpful. No mucking around answered and fixed my problem with no issues
March 25, 2026
Reply from Zapaka
Thank you so much for your kind words about Tiki 😊 We’re thrilled to hear your issue was solved quickly and smoothly, and we’ll always be here to assist you whenever you need help!
Best Regards,
ZAPAKA Customer Care Team
Wonderful customer service
Tiki did a great job assisting me when I had trouble with an order!
March 24, 2026
Reply from Zapaka
Thank you so much for your lovely feedback 😊 We’re so glad Tiki helped you resolve your order issue smoothly, and we’ll keep providing the same friendly and efficient support for you!
Best Regards,
ZAPAKA Customer Care Team
Good experience with first order
Received product quickly…good quality but unfortunately too big and had to return. Riley from customer service helpful in the return process.
March 23, 2026
Reply from Zapaka
Thank you so much for your review 🥰 We’re glad you received your order quickly and love the quality, and we’re happy to hear Riley helped make the return process smooth for you!
Best Regards,
ZAPAKA Customer Care Team
I delt with Zane over emails back and…
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 outstanding and Because of this you can be sure we will be returning clients. Thank you Zane for all of your help with our order you helped to put my mind and ease and helped calm my daughter
March 23, 2026
Reply from Zapaka
Dear Sharlene Curry,
Thank you so much for your wonderful 5-star review! We’re absolutely thrilled to hear that Zane provided such outstanding support for your daughter’s ball dress—from navigating shipping and sizing details to reassuring you and fixing the mix-up, we’re so glad he could put your mind at ease and calm your daughter. Your loyalty means the world to us, and we can’t wait to welcome you back as a returning client soon!
Best Regards,
ZAPAKA Customer Care Team
Love the customer service
Love the customer service, Phoniex messaged me right away to confirm the sizes and the original sizes were off so I am glad they told me to confirm the sizes once more before they started tailoring
March 17, 2026
Reply from Zapaka
Dear Dayana，
Thank you so much for your lovely review! 🥰 We’re thrilled to hear that Phoniex reached out to confirm your sizes right away and helped catch the discrepancy before tailoring began—our top priority is making sure every detail is perfect for you! Your trust in our customer service means the world to us, and we can’t wait to see you shine in your custom piece.
Best Regards,
ZAPAKA Customer Care Team
Ordered a dress 4 months ago
Ordered a dress 4 months ago, have not received the product or any shipping information. I have contacted customer service several times, first they refused cancellation when the item was not shipped 1 mo later, then I have been told lies that the dress has already shipped but no tracking information is available. Scam.
December 8, 2025
Unprompted review
Reply from Zapaka
Dear Valued Customer,
We are deeply sorry to hear about the extremely frustrating experience you have had with your order. We sincerely apologize for the 4-month delay, the lack of shipping updates, and the miscommunication you faced with our customer service team—this is far from the level of service we aim to provide, and we take full responsibility for this unacceptable situation.
To resolve this matter thoroughly and promptly, please share your specific order details and the issues you encountered by emailing us at payment@zapaka.com. Our dedicated team will carefully review your case and provide you with a clear, tailored solution as soon as possible.
We greatly appreciate your patience and hope to have the opportunity to make this right for you. Please do not hesitate to contact us at the above email address.
Best Regards,
ZAPAKA Customer Care Team
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