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
Company replied
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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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Website format issued…
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 then after spending that money you get told to buy customization. It delays the process and stresses the customer out. Overall i haven’t received my dress yet so until i receive it i can’t say anything about the product yet.
March 19, 2026
Reply from Zapaka
Dear Valued Customer,
We sincerely apologize for any confusion and stress caused by the customization fee.
We would like to clarify that our website does show a clear customization fee notice during checkout when you select custom options. It is possible that you may not have noticed this reminder when placing your order.
We truly appreciate your feedback and will continue to optimize our website interface to make cost information more visible.
If you have any further questions or need assistance, please feel free to contact us at payment@zapaka.com. We will be glad to help.
Best Regards,
ZAPAKA Customer Care Team
DO NOT BUY FROM THIS COMPANY
Dress that arrived looked nothing like dress on website, nasty cheap material used and zip did not work! In dispute process now and working with my bank to try to get a refund. DO NOT BUY FROM THIS COMPANY
March 20, 2026
Unprompted review
Reply from Zapaka
Dear Valued Customer,
We are truly sorry to hear about your disappointing experience with the dress you received. We sincerely apologize for the discrepancy between the product and the website images, the concerns over the material quality, and the issue with the faulty zipper—this is not the level of quality we aim to provide to our customers.
To address your concerns thoroughly and find a tailored solution for you, please share your specific order details and any relevant information (including photos of the issues) by emailing us at payment@zapaka.com. Our dedicated customer care team will review your case carefully and work to resolve this matter promptly.
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
TIKI is great
TIKI is great! I Was emailing back and forth with another customer service agent and not really getting any satisfaction and then I got an email from Tiki who solved the problem and answered all questions. Tiki resolved the issue in one email! Great Job!
March 19, 2026
Reply from Zapaka
Thank you so much for your wonderful review 🥳 We’re incredibly proud of Tiki for efficiently solving your problem and addressing all your questions in one email, and we’re delighted we could turn your experience around for the better!
Best Regards,
ZAPAKA Customer Care Team
Amazing service
Amazing service, Tiki was a big help in getting all the processes done and sent all the information very quickly with good instructions. Her help was incredibly helpful
March 18, 2026
Reply from Zapaka
Dear Customer,
Thank you so much for your lovely feedback! 😊 We're absolutely delighted to hear that Tiki provided you with amazing service—she'll be thrilled to know her quick and clear guidance made such a positive difference in your experience. It's wonderful when everything comes together smoothly, and we're so glad she could help every step of the way. We truly appreciate your support and look forward to assisting you again!
Best Regards,
ZAPAKA Customer Care Team
Love the Dress? Order it! You can trust Zapaka
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 my bust, waist and hips perfectly. They produced an elegant, interesting dress for her Gatsby inspired wedding. I am also VERY impressed with the customer service. With both orders, I emailed questions and I get clear quick responses.
It is hard to find interesting dresses; I will keep coming back to Zapaka for my special events.
March 17, 2026
Reply from Zapaka
Dear Susan L,
Thank you so much for taking the time to share such a glowing review all the way from Sonoma, California! 🌟 We're absolutely overjoyed to hear that your second custom-sized dress arrived so quickly and fit you like a dream—especially for such a special occasion as your daughter's Gatsby-inspired wedding! 🎉 Knowing that our team could provide clear and quick responses to your questions across both orders truly warms our hearts. 💖 We're honored to be your go-to for unique and elegant dresses, and we can't wait to help you shine at your future special events! ✨
Best Regards,
ZAPAKA Customer Care Team
Wonderful and quick customer service
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 everything was perfect. Her customer service truly made all the difference. Highly recommend working with Riley if you get the chance!
March 17, 2026
Reply from Zapaka
Dear Jamms ，
What a lovely review to wake up to! 🌞 We're absolutely delighted that Riley could turn a moment of worry into such a positive experience—she truly has a passion for going above and beyond for our customers! 💫 Knowing that her patience, kindness, and determination helped ensure everything was perfect for you means the world to us. We'll be sure to celebrate Riley with your wonderful words; she'll be so touched to know she made such a meaningful difference! 💖 Thank you for the heartfelt recommendation, and please don't hesitate to reach out whenever you need us!
Best Regards,
ZAPAKA Customer Care Team
Article indisponible prise en charge du…
Article indisponible prise en charge du service client rapidement avec alternative. Merci à Phenix.
March 17, 2026
Reply from Zapaka
Dear customer，
Thank you so much for your lovely message! 😊 We're delighted to hear that Phoenix was able to provide you with prompt assistance and a satisfactory alternative despite the item being unavailable. 💫 Your gratitude truly touches our team, and we'll gladly pass on your kind words to Phoenix, who will be proud to have been able to help you! 🌟 Please don't hesitate to contact us in the future; we're always happy to assist you!
Best Regards,
ZAPAKA Customer Care Team
I was highly skeptical of this company, BUT...
I was highly skeptical of this company, as the reviews were not good, BUT I was very pleased with the dress when it finally arrived!
Having found the dress of my daughter's dreams in a prom dress shop, we were unable to buy this as it had a stain on and was the only one in stock.
Using Google lens we managed to track down the exact same dress £200 cheaper on Zapaka.
Being very skeptical after reading the reviews of Zapaka, I bought through PayPal and via my credit card, to ensure we had a back up if it never arrived or if there was an issue.
Granted, it did arrived about a week or two later than they said it would. I tracked it via the Shop app, it went from India to china, to the UK then USA and back to the UK (?!?), but it was the exact same dress from the prom shop she tried on which they were going to charge me £300 for, but from Zapaka it was £100.
I would say, order with caution and use a credit card, as you are then covered by their insurance, should anything go wrong.
February 17, 2026
Unprompted review
Reply from Zapaka
Dear Sarah，
Thank you so much for sharing your incredibly detailed and thoughtful experience! 💫 We completely understand your initial skepticism given the mixed reviews, and we're truly honored that you gave us a chance—especially for such an important dress for your daughter's prom! 👗✨ We're thrilled that we could help you find the exact dream dress at such a better value, and we appreciate your patience with the delivery journey (even if it took a scenic route around the world! 😄🌍). Your honest advice about ordering with caution and using secure payment methods is always wise, and we're so glad everything worked out beautifully in the end! 💖 Thank you for trusting us—we hope to exceed your expectations again in the future!
Best Regards,
ZAPAKA Customer Care Team
Earned trust
It’s was my first order and the reviews were mostly good but what really won my trust is that I received an email and my concerns were answered by the next morning i was contacted by customer service and was told that my outfit would not make it in time for my daughters wedding. I was offered a refund! That was major! The company earned my trust, I will always shop from them! Thank you so much for caring about your customers and not making a sell. You earned a high customer service score! ❤️
March 15, 2026
Reply from Zapaka
Dear Ms. Mclendon，
Oh, this truly touched our hearts! 💖 Reading that we earned your trust—especially as a first-time customer—means more to us than words can express. We believe honesty and care always come before making a sale, and we're so glad we could be upfront with you about the timing for your daughter's special day. 🌸 Knowing that you'll continue to shop with us despite that is the highest compliment we could ever receive! Thank you for seeing the heart behind what we do—we can't wait to help you find the perfect dress for your next celebration! 🎉
Best Regards,
ZAPAKA Customer Care Team
Response was timely and thorough
Response was timely and thorough. Tiki did a great job.
March 16, 2026
Reply from Zapaka
Dear Danielle，
We're so grateful for your kind words! 😊 Timely and thorough support is exactly what we strive for, and it's wonderful to hear that Tiki delivered just that for you. 🌟 She'll be absolutely delighted to know her efforts made a positive impression—your feedback truly brightens our day! 💖 Please don't hesitate to reach out whenever you need assistance!
Best Regards,
ZAPAKA Customer Care Team
This company is a fraud
This company is a fraud. I ordered a dress on 3/5 and paid the expedited fee. It is 3/16 and still not shipped. I emailed the company to cancel. Now they want to give my 25% of my total. This is a fraud. This company is a scam. I will never purchase from them again. Customers beware.
March 6, 2026
Unprompted review
Reply from Zapaka
Dear Elizabeth Hidalgo,
We sincerely apologize that our service failed to meet your expectations and caused you such a disappointing experience. Regarding your feedback on the order shipping time and cancellation, we need to provide further clarification to dispel any misunderstandings.
Currently, your order is in production according to the normal process and there are no delays. Regarding the estimated delivery time, we need to clarify that this time includes order processing and logistics time, and your order is still within the estimated delivery time. This information is clearly marked on the product page, located directly below the "Add to Cart" button for your convenience.
Regarding the cancellation fee, since you submitted your cancellation request after production had started (more than 24 hours after placing the order), according to our website's cancellation policy, production had already begun at this point, incurring corresponding labor and material costs. Therefore, we can only refund the shipping fee. Every item we offer is carefully crafted for each customer, reflecting our commitment to quality. ✨
Nevertheless, we noticed that you subsequently filed a chargeback through the payment platform. We have processed a full refund for you immediately to demonstrate our sincerity and commitment to customer experience. We kindly ask for your understanding of our situation and the rationale behind our policy, and we greatly appreciate the opportunity you provided to communicate.
Best Regards,
ZAPAKA Customer Care Team
Zero Stars!! BEWARE!!!
If zero stars was an option I would choose that. We went back and forth with customer service, if that's what they call it. After several attempts we realize we're likely not dealing with a real person, as our intent to return was not being taken seriously. We're not sending pictures of our under age child in a dress to show you the problem. It isn't he dress we want, we only want to return it, but that doesn;t seem to be possbile. Absolutely terrible.
March 2, 2026
Unprompted review
Reply from Zapaka
Dear JStro,
We are deeply sorry that our service has caused you such disappointment and frustration, and we sincerely apologize! 😔 We are deeply saddened to hear that you felt your return request was not taken seriously, as this is certainly not the experience we want to provide to any customer.
We would like to emphasize that every one of our customer service staff is a genuine and sincere person serving you, with absolutely no intention of automated replies or perfunctory responses. We always take every customer's feedback seriously, ensuring that every suggestion is heard and valued. 💦 Regarding your return issue, we are very willing to further investigate and provide a fair and reasonable solution.
To verify the specific details of your order as quickly as possible and assist you in resolving the issue, please send the relevant order information and a description of the problem to our customer service email: customercare@zapaka.com. Our specialist will contact you as soon as possible after receiving your email and do their best to resolve the issue properly for you! Thank you again for your valuable feedback. We will use this as motivation to continuously improve and hope to have the opportunity to bring you a better experience in the future. 💕
Best Regards,
ZAPAKA Customer Care Team
Phoniex was great!
Phoniex was great with providing me options and support. I'm still unhappy with the 30% restocking fee, but so far, the ordering process was good.
March 15, 2026
Reply from Zapaka
Dear Michele Hogan，
Thank you for sharing your honest feedback with us! 😊 We're so glad to hear that Phoenix was able to provide you with great options and support throughout the process—she'll be thrilled to know her assistance made a positive impression! 🌟 Regarding the restocking fee, we completely understand your concerns and truly appreciate your patience. Please know that our policies are designed with fairness in mind, and your feedback helps us continually improve. If there's ever anything more we can do to assist you, don't hesitate to reach out! 💖
Best Regards,
ZAPAKA Customer Care Team
Riley was exceptional in working with…
Riley was exceptional in working with me on the return of my purchase. He was very clear with all the details required, the choices I had to return the dress, and responded daily to all of my questions.
Great experience with Riley at Zapaka😊
March 12, 2026
Reply from Zapaka
Dear Linda Zaczek,
Thank you so much for your wonderful feedback! 😊 We're thrilled to hear that Riley provided you with exceptional service, clear guidance, and prompt daily responses throughout the return process. It's always our goal to make every experience smooth and hassle-free, and we're so glad Riley could help you with your dress return. We truly appreciate your kind words and support!
Best Regards,
ZAPAKA Customer Care Team
Getting the run around for an exchange…
Getting the run around for an exchange of dress, want me to pay more money half the price back and no exchange. Very heavy, wrong sizes
March 9, 2026
Unprompted review
Reply from Zapaka
Dear Customer,
We are very sorry for the unpleasant shopping experience! 😔 We sincerely understand the inconvenience you encountered during the exchange process, and we deeply apologize. Please rest assured that as long as the product meets our website's return and exchange policy standards, we will do our best to assist you with the return and exchange process. The solutions we provide are intended to find the most suitable solution for you even if returning the item is inconvenient. To quickly verify your situation and provide you with a specific solution, please send your relevant order information and a description of the problem to our customer service email: customercare@zapaka.com. We will process your request as soon as possible! Thank you again for your feedback. We will continuously optimize our services and hope to provide you with a better experience in the future. 💕
Best Regards,
ZAPAKA Customer Care Team
Excellent in Every Way
I'm so very pleased with my purchase from Zapaka. I expected it to take a month or two for my daughter's prom dress to arrive, but it was less than a month. I was hoping that the sizing would be accurate based on the given measurements, and it was just perfect. The dress is well-made with excellent attention to detail on the appliques and sequins. It actually looks just like the photos. When it arrived, I thought it was missing the separate neck scarf, so I used the chat feature on the website to inquire about it. Riley was the person who responded quickly and professionally. However, it turned out that we found the scarf inside the dress, so there was no problem at all. Honestly, I would 100 percent order from Zapaka again.
February 14, 2026
Reply from Zapaka
Dear Customer,
Thank you so much for sharing your wonderful experience! 😊 We're absolutely delighted to hear that your daughter's prom dress arrived earlier than expected and fit perfectly according to the measurements. It's fantastic that the quality and details met your expectations, and we're glad Riley could assist you promptly via chat—even though the scarf was safely tucked inside all along! Your kind words and 100% satisfaction mean the world to us, and we can't wait to welcome you back for future special occasions.
Best Regards,
ZAPAKA Customer Care Team
Amazing customer service
Riley was a huge help with changing things on my order I really appreciate her! Amazing customer service!
March 11, 2026
Reply from Zapaka
Dear April，
Thank you so much for your wonderful feedback! 🌟 We're so happy to hear that Riley was able to assist you with updating your order—she truly loves helping our customers get things just right! 😊 Your kind words mean the world to us and we'll be sure to share them with Riley; she'll be absolutely thrilled to know she made your experience a positive one. 💖 Please don't hesitate to reach out if you ever need anything else—we're always here to help！
Best Regards,
ZAPAKA Customer Care Team
DO NOT SHOP HERE
Told item would be shipped in 7-10 days. Chased after one month as no update reference tracking. Told the item was being 'made to measure' and would be with me by March 6th. Item failed to arrive and no tracking info. Assured it was still in production, being hand made and would arrive asap. Today an email to say it is 'out of stock'. The company have had my money two months and lied in each correspondence. Now awaiting a refund. I would advise staying well away.
March 11, 2026
Unprompted review
Reply from Zapaka
Dear Esther Hall,
Thank you for sharing your feedback, and please accept our sincere apologies for the frustration and inconvenience caused by the delay and miscommunication regarding your order. We understand how disappointing it is to be given conflicting information, and we truly regret that we failed to meet your expectations. Normally, our made-to-measure items are shipped within 7-14 working days as promised, but due to an unforeseen stock issue with this particular item, we were unable to fulfill your order on time. We have now processed your refund and sent a confirmation email to your inbox with the details—please check it at your convenience. We truly appreciate your patience and are sorry we couldn't deliver the experience you deserved.
Best regards,
Zapaka Customer Care Team
The dress is beautiful
The dress is beautiful, good quality!! More than I was expecting!! Only suggestion is that you should order your dress ahead of time; it took me 5 weeks to get it. Very happy!!
March 10, 2026
Unprompted review
Reply from Zapaka
Dear Benis Lopez,
Thank you so much for your lovely review! 🌸 We're absolutely thrilled to hear that you're happy with your dress and that the quality exceeded your expectations — that means the world to us! 💃✨
We truly appreciate your thoughtful suggestion about ordering ahead of time. 💡 As many of our dresses are made to order or shipped internationally, delivery can sometimes take a bit longer, and your tip will definitely help future customers plan better. Thank you for your patience and for being such a wonderful part of the Zapaka family! 💌
We’d love to see you again soon! 😊
Best regards,
Zapaka Customer Care Team
Riley was professional and responded…
Riley was professional and responded to my email immediately.
Thank you for your help !
March 6, 2026
Reply from Zapaka
Dear Araceli，
Thank you so much for your wonderful feedback! 🌟 We're so pleased to hear that Riley provided you with professional and prompt assistance—responding quickly and effectively is something we always aim for, and it's fantastic to know Riley delivered just that for you. We’ll be sure to pass along your kind words—they will absolutely brighten Riley’s day! 💌 Should you ever need anything else, we’re always here and happy to help. 😊
Best Regards,
ZAPAKA Customer Care Team
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