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
- #6 of 8 best companies in Formal Wear Store
- #11 of 12 best companies in Bridal Shop
- #14 of 19 best companies in Dress Store
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.
Tiki was so helpful!
I was a little worried about my order so I contacted the support and Tiki was very helpful! She was able to send me the tracking information and all the details for my order! Very detailed and made me feel reassured about my order!
April 15, 2026
Reply from Zapaka
Dear Liz，
Thank you so much for your sweet review! 😊💕 We're so glad Tiki was able to put your mind at ease and provide all the tracking details you needed — making you feel reassured is exactly what we aim for! 🌟✨ Your trust means the world to us, and we’re always here whenever you need a little extra support. 💖
Best regards,
Zapaka Customer Care Team
The item arrived as expected
The item arrived as expected. The fabric wrinkles easily. it has some loose stitching too
April 15, 2026
Unprompted review
Reply from Zapaka
Dear Jessica Morgan,
Thank you for taking the time to share your shopping experience with us. 💕 We are delighted to hear that your order arrived on schedule—a key aspect of our service that we constantly strive to ensure. At the same time, we take the issues you mentioned—specifically the fabric's tendency to wrinkle and the loose threads—very seriously. We sincerely apologize for any inconvenience this may have caused you. 📋 To help us better understand the specific situation and resolve this matter properly for you, we kindly request that you send relevant photos and your order number to our customer service email: **customercare@zapaka.com**. We will carefully review your case and do our utmost to provide a suitable solution. Thank you again for your understanding and support! 🌹
Best regards,
Zapaka Customer Care Team
Great site to buy dresses for any occasion !!!
Had to order with specific measurements and after an email interchange with the costumer service team everything went smoothly and even expedited!!! They handled my concern very professionally. Good quality and craftsmanship. Special thanks to Cecilia and Riley who answered to my inquiry/issue.
April 14, 2026
Reply from Zapaka
Dear Chucho，
Thank you so much for your glowing review! 🌟💕 We're absolutely thrilled to hear that your experience with custom measurements went so smoothly and that both Cecilia and Riley were able to assist you with professionalism and care — they'll be so happy to know you appreciated their support! 👗✨ It means the world to us that you trust us for such special occasions, and we can't wait to help you find your next beautiful dress. Thank you for being such a wonderful part of the Zapaka family! 💖
Best regards,
Zapaka Customer Care Team
Great service but shipping should be clarified online
Dress is so pretty! Customer service was helpful and quick to respond - Joyce did great!
Only concern is the shipping should be cleary stated - the product will be packaged and ready to ship within the 3-5 business days (if that option is chosen and paid for) but then it takes another week to arrive.
April 9, 2026
Reply from Zapaka
Dear Denise，
Thank you so much for your honest and helpful feedback! 💕 We're so glad to hear that you love your dress and that Joyce provided quick and helpful service — she'll be absolutely thrilled! 🌟 We also truly appreciate you pointing out the clarity around shipping timelines. You're absolutely right that the 3-5 business days refer to the processing time before the dress is shipped, not the total delivery window. We will definitely work on making this distinction clearer on our site to avoid any confusion in the future. 📦✨ Thank you again for your understanding and for giving us the chance to improve! 💖
Best regards,
Zapaka Customer Care Team
Mother of the bride
I ordered 3 of these dresses to try the sizes and colors for my daughter’s wedding. They were beautiful dresses and were very high quality. Unfortunately the regular sizes didn’t fit so I will have to custom order. The return process was very quick and smooth. Zane was very fast to respond with everything that I needed to do. I would definitely use this company again
April 13, 2026
Reply from Zapaka
Dear Karen M，
Thank you so much for sharing your thoughtful experience! 💕 We're delighted to hear that the dresses were beautiful and high quality, even though the regular sizes didn't work out for such a special occasion as your daughter's wedding 💍🌸 We truly appreciate your understanding and are so glad Zane could make the return process quick and smooth for you — fast, clear support is what we always strive for! 🚀✨ We can't wait to help with your custom order and make sure everything fits perfectly next time! 💖
Best regards,
Zapaka Customer Care Team
dress exactly as pictured, good quality
the dress i bought for prom came just as pictured, shipping took around 2 weeks, the dress wa gorgeous and the quality seemed good too. it was $170.
March 23, 2026
Unprompted review
Reply from Zapaka
Dear Joanna Jiang，
Thank you so much for your lovely review! 🌸 We're so happy to hear that your prom dress arrived just as pictured and that you loved both the quality and the gorgeous look — that's exactly what we hope for every customer! 💕✨ And thank you for your patience with the shipping time; we know 2 weeks can feel long, but we're so glad it was worth the wait for such a special occasion! 🎉💃 We hope you have an absolutely amazing time at prom! 🥰
Best regards,
Zapaka Customer Care Team
Perfect experience
I couldn’t have asked for a more perfect wedding dress 🤍
The fabric feels incredibly luxurious, with just the right amount of structure and flow. What truly surprised me was how flattering the fit is. It hugged in all the right places while still being comfortable enough to wear. The sizing was accurate, and the overall experience exceeded my expectations.
I also have to give a special shoutout to Riley from customer service, who was absolutely amazing throughout the process. Riley was so kind, responsive, and genuinely helpful—answering all my questions and making the whole experience feel easy and stress-free.
Highly recommend!
April 14, 2026
Reply from Zapaka
Dear Isabella Pinoargotty，
Thank you so much for sharing your perfect wedding dress experience with us! 💍🤍 We are truly honored that you chose Zapaka for such a special moment in your life. It warms our hearts to know the dress felt luxurious, fit beautifully, and exceeded your expectations — and that Riley could help make the journey smooth and stress-free from start to finish! 🌟💕 Your kind recommendation means everything to us, and we wish you a lifetime of happiness and love on your special day and beyond! 🥂✨
Best regards,
Zapaka Customer Care Team
Reply from Zapaka
Dear Lisa Gundlach，
Thank you so much for your kind words! 😊 We're so happy to hear that everything went well with your order, and Tiki will be thrilled to know you appreciated their help! 💕✨ It was truly a pleasure assisting you — please come back anytime! 🌸🙌
Best regards,
Zapaka Customer Care Team
My daughter ordered her prom dress 3/8
My daughter ordered her prom dress 3/8. Was told 6-10 business days. At day 11 emailed and heard 20-25 business days. Day 26 no shipping info running out of time. Hopefully my CC can cancel order when we order from other vendor.
April 10, 2026
Unprompted review
Reply from Zapaka
Dear Akemper,
Thank you for choosing Zapaka for your daughter’s prom dress. 💕 We truly appreciate your trust in us, and we are genuinely sorry to hear about the frustration caused by the delivery timeline. We completely understand how stressful this situation must be, especially with a special occasion approaching.
We would like to kindly clarify that the estimated delivery timeframe shown at checkout includes both the order processing time and the shipping transit time — this information is clearly displayed on every product page, just below the “Add to Cart” button, to ensure transparency from the very beginning. That said, we sincerely apologize if this was not as clear as it should have been, and for any confusion or concern it may have caused you.
To help us better understand your situation and look into your order as quickly as possible, could you kindly send your order details to our customer service email at **customercare@zapaka.com**? Our team will personally review your case and do our best to assist you promptly.
Thank you again for your honest feedback, and we truly hope to resolve this matter for you. 🌹
Best regards,
Zapaka Customer Care Team
Amazing website!!
Amazing website and dresses! Highly recommend! to use and buy from ZAPAKA in the future!
April 10, 2026
Reply from Zapaka
Dear jenn S，
Thank you so much for your amazing feedback! 🌟 We're absolutely thrilled to hear that you love our website and dresses — your high recommendation means the world to us! 💕✨ We can't wait to welcome you back for your next beautiful find. Thank you for being such a wonderful part of the Zapaka family! 😊💖
Best regards,
Zapaka Customer Care Team
Customer service
Customer service: I had a question about shipping and Zane was very helpful.
April 9, 2026
Reply from Zapaka
Dear customer，
Thank you so much for your kind feedback! 💬 We're really happy to hear that Zane was able to assist you with your shipping question — being helpful and clear is always our goal! 🚀💕 If anything else comes up, we're just a message away. 😊
Best regards,
Zapaka Customer Care Team
Amazing customer service from Riley…
Amazing customer service from Riley when I had issues with my order. The responses were very fast and very helpful.
April 9, 2026
Reply from Zapaka
Dear customer，
Thank you for your amazing feedback! 🌟 We're so glad Riley could step in and help resolve your order issues with fast and helpful responses — that's exactly the kind of support we strive to offer every customer! 💕🚀 Your kind words mean so much to us, and we hope to serve you again soon! 😊✨
Best regards,
Zapaka Customer Care Team
DO NOT BUY FROM THIS COMPANY
DO NOT BUY FROM THIS COMPANY.
GOODS NOT AS ADVERTISED.
TERRIBLE CUSTOMER SERVICE.
CORRUPT.
IT'S BECOME MY PERSONAL MISSION TO GET THEM KNOWN ACROSS ALL PLATFORMS AS A SCAM COMPANY.
April 9, 2026
Unprompted review
Reply from Zapaka
Dear Feet,
Hello, we sincerely apologize for your extreme disappointment due to the discrepancy between the product and its description, as well as the poor customer service experience. 💕 We fully understand your anger and dissatisfaction, and thank you for taking the time to publicly report the issue to us. We would like to assure you that Zapaka always adheres to the principle of honest operation, striving for accuracy and truthfulness in the information and images of every product. We will take any issues arising from quality problems or discrepancies in descriptions seriously and take full responsibility. 📋 To better understand your specific situation and seek a solution for you, please send your order number and a description of the relevant problem to our customer service email address **customercare@zapaka.com**. We will verify the information as soon as possible and provide you with a more reasonable solution. Thank you for your understanding and cooperation, and we hope to have the opportunity to resolve this matter amicably. 🌹
Best regards,
Zapaka Customer Care Team
Buyer beware
I ordered a dress for my daughter ordered a custom dress which we received with incorrect measurements. The company refused to take accountability for their error and simply said there is a no return policy on custom dresses even though they did not make the dress according to measurements provided. I would steer far far away from this company. Buyer beware.
April 8, 2026
Unprompted review
Reply from Zapaka
Dear Yukiko Hisamoto,
We are truly sorry to hear about your experience and sincerely apologize for the frustration this situation has caused you and your daughter. 💕 We completely understand your disappointment, especially when a custom dress—meant to be made just for her—did not match the measurements you provided. Please know that we take such matters very seriously. While our policy states that custom-made dresses are generally non-returnable, this policy applies to orders made correctly according to the measurements given. If we made an error in production, that is absolutely our responsibility, and we want to make it right. 📋 We have already sent a solution to your email address and kindly ask you to check your inbox (and spam folder) at your earliest convenience. We truly hope you will consider our proposal so we can resolve this matter in a way that feels fair and respectful to you. Thank you for giving us the chance to address your concerns. 🌹
Best regards,
Zapaka Customer Care Team
Avoid this company
Avoid this company! Refunds are almost impossible. Ordered a jacket didn't fit , asked to return but they offered me a voucher instead. I ordered I size bigger then was told out of stock would I accept £50 which is £20 lower than the jacket cost! All they do is keep offering you vouchers that do not cover the cost of the item. Will get out of any returns. Additionally, the jacket received was poor quality the hem was hanging. Never again!
April 6, 2026
Unprompted review
Reply from Zapaka
Dear Carol,
Hello, we sincerely apologize for your extreme disappointment and anger regarding the jacket's incorrect size, poor quality, and the fact that you only received a voucher during the refund process. 💕 We fully understand your feelings and appreciate your willingness to provide us with detailed feedback. We would like to clarify that while we do offer vouchers as a quick alternative in certain situations, this is not mandatory. You always have the right to request a formal return and refund that complies with our policy. We take the voucher amount being lower than the product price, the size being out of stock, and the jacket's hem quality issue very seriously and are willing to re-examine these situations and seek a more reasonable solution for you. 📋 Please send your order number and relevant details to our customer service email address **customercare@zapaka.com**. We will investigate and provide a more appropriate solution as soon as possible. Thank you for your understanding and cooperation, and we hope to have the opportunity to resolve this matter amicably. 🌹
Best regards,
Zapaka Customer Care Team
25 business days to get your order…
I was gonna get a dress but they told me in the email processing time is 10-15 BUSINESS DAYS and then shipping is 10 business days too… i understand you have to make dresses that arent in stock but dont post misleading information saying 5-8 days for orders. Lol no im good.
April 7, 2026
Reply from Zapaka
Dear Judy,
Greetings. We sincerely apologize for any confusion or dissatisfaction you may have experienced regarding our delivery times. 💕 We appreciate you taking the time to bring this matter to our attention, as it provides us with the opportunity to offer you a clearer explanation. We would like to clarify that, for every item listed on our site, we clearly indicate the specific processing and delivery times directly on the product order page. The "5–8 business days" timeframe you mentioned applies only to a select few of our in-stock styles; however, the vast majority of the dresses featured on our website are meticulously crafted specifically for each individual customer. Consequently, these items require a production period of 10–15 business days, in addition to subsequent shipping time—a detail that is noted during the selection and checkout process. 📋 To help you better understand the situation, we have sent a detailed explanation—along with a proposed resolution—directly to your email inbox. We kindly ask that you take a moment to review it (and please be sure to check your spam folder as well). We hope our explanation meets with your understanding, and we thank you once again for your interest in Zapaka. 🌹
Best regards,
Zapaka Customer Care Team
Don’t order from this company
Don’t order from this company! Dresses are not the sizes they say at all! I went up a size to be safe and when they arrived; they’re too small. I’ve had to pay for alterations as sending them back is too expensive and they refused to offer me a full refund even if I sent them back. I am going to put in a complaint as the sizes of the dress are not the size they claim to be on their own chart! I’m still trying to get my refund, which I know I’m entitled to.
April 4, 2026
Unprompted review
Reply from Zapaka
Dear Sarah Smith,
Hello. We sincerely apologize for the inconvenience and frustration you experienced regarding the discrepancy between the skirt's actual size and our size chart, as well as the difficulties encountered during the return process. 💕 We fully understand your disappointment and your determination to resolve this issue, and we appreciate you taking the time to bring this matter to our attention. We would like to clarify that every skirt is meticulously crafted according to the specific size you selected when placing your order; if measurements are taken strictly in accordance with our size chart, significant discrepancies typically do not occur. However, if the skirt you received does indeed differ from the measurements listed in our size chart, we acknowledge this as a quality control issue on our part, and we assure you that we will take full responsibility for resolving it. 📋 To assist us in thoroughly investigating and resolving this matter for you, we kindly request that you send your order number, specific measurements, and relevant photos to our customer service email address: **customercare@zapaka.com**. We will carefully review your submission and provide you with a suitable resolution. Thank you for your understanding and cooperation; we look forward to the opportunity to resolve this matter to your satisfaction. 🌹
Best regards,
Zapaka Customer Care Team
Customer service was excellent
Customer service was responsive and helpful. I mistakenly ordered the incorrect size and needed to cancel my original order. Because I still wanted the dress, I immediately ordered the correct size and then requested a refund for the incorrect order, to avoid paying twice and having to go through an international return. My cancellation and refund was processed quickly and without any hassle at all. Phoenix was professional and polite and I was incredibly thankful that the entire process was handled with just one request. I appreciate the excellent service and wouldn’t hesitate to recommend this company again on that basis alone. I can’t wait to receive my order and hope to be able to provide a second review on the quality of the merchandise.
April 3, 2026
Reply from Zapaka
Dear Bethany Walters，
Thank you so much for sharing your experience in such detail! 💖 We're absolutely delighted that Phoenix was able to assist you smoothly and professionally with the size correction and refund — and all in one go! 🚀✨ It's wonderful to know that we could save you the trouble of an international return while keeping your order process stress-free. We can't wait for you to receive your dress, and we truly hope it brings you as much joy as the service did! 🎀💕 Thank you for your trust and your kind recommendation — it means the world to us! 🌍💌
Best regards,
Zapaka Customer Care Team
Zapaka is a beautiful company with a…
Zapaka is a beautiful company with a variety of beautiful dresses. The customer service team are very kind. If you have a problem they will respond in less than a day via email or minutes via online chat. I would also like to thank Kholen and Tiki for their assistance.
April 3, 2026
Reply from Zapaka
Dear customer，
Thank you for such a heartwarming review! 💕 We are truly honored to be considered a "wonderful company" in your eyes. Seeing how pleased you are with our customer service team's responsiveness—as well as the assistance provided by Kholen and Tiki—fills us with renewed energy and motivation! ✨ Every word of your appreciation serves as the brightest light guiding us forward; we look forward to continuing to provide you with wonderful styling experiences! 🌸
Best regards,
Zapaka Customer Care Team
She was so prompt when she responded to…
She was so prompt when she responded to my second charge for the same order.
April 3, 2026
Reply from Zapaka
Dear Carol Rexius，
Thank you for your lovely feedback! 💕 We're so glad to hear that our team was able to respond promptly when you noticed a duplicate charge — that kind of speed and attentiveness is exactly what we strive for! 🚀😊 Your peace of mind matters to us, and we truly appreciate you letting us help. Wishing you a wonderful experience with your order! 🌟
Best regards,
Zapaka Customer Care Team
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