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
- #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.
Customer service
the customer service was extremely helpful, I emailed asking about custom sizes and how long it would take to get to me since my ball is in June - they said it would be a tight process since the fast shipping is for when the dress is finished, not to speed up the process. I gave them my measurements asking what size would fit and they helped. Amazing service! Thank you Zane!
March 6, 2026
Reply from Zapaka
Dear Monique Rangimaarie，
Thank you so much for sharing your experience with us! 😊 We're absolutely delighted to hear that Zane was able to guide you through the custom sizing process with such care and clarity—especially with your special occasion coming up in June! 🎉 It's wonderful to know that he provided honest and helpful advice to ensure everything is just right for you. We'll be sure to pass along your kind words to Zane—he'll be so happy to know he made such a positive impact! 💫 Please don't hesitate to reach out if you have any more questions before your big day!
Best Regards,
ZAPAKA Customer Care Team
I ordered the wrong size & spoke to a…
I ordered the wrong size & spoke to a lovely lady called Joyce, who was so kind & helpful in getting my order corrected. I just hope my dress comes before my holiday as it looks amazing. Thank you very much Joyce x
March 5, 2026
Reply from Zapaka
Dear valued Elaine,
Thank you so much for your wonderful feedback! 😊 We're absolutely delighted to hear that Joyce was able to assist you in correcting your order with such kindness and efficiency—she'll be thrilled to know she made your experience a positive one! 🌟 We completely understand how important it is to have your dress arrive before your holiday, and we're keeping our fingers crossed for you! 🤞 Should you need any further assistance, please don't hesitate to reach out. Thank you again for your kind words and for choosing us! 💕
Best regards,
Zapaka Customer Care Team
I ordered this dress with express…
I ordered this dress with express shipping of 3-5 days. When I still had not gotten it by day seven I reached out to customer service and they said it has not even shipped yet! The sales rep Joyce did a wonderful job by promptly refunding my purchase however, I will never use this company again since they cannot follow through on what they advertise.
March 5, 2026
Reply from Zapaka
Dear Disappointed customer,
Thank you for sharing your feedback, and we sincerely apologize for any frustration this situation may have caused. We understand your disappointment regarding the delivery timing, and we truly appreciate the opportunity to clarify. Upon checking, we can confirm that your order has been canceled as requested, and we'd like to assure you that at the time of your cancellation, your order was still within our advertised delivery timeframe. The estimated delivery time of 3-5 days 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 full transparency from the start. While we're glad Joyce could assist promptly with your refund 💌, we’re truly sorry to hear that this experience has impacted your trust in us. We’ve also sent a detailed email to you with the resolution and next steps — please kindly check your inbox (and spam folder, just in case) at your earliest convenience. Thank you again for giving us the chance to make things right.
Best regards,
Zapaka Customer Care Team
Customer Care
Although the app had issues including my custom measurements, rather than this being ignored I was emailed about the matter by Joyce from ZAPAKA and had everything fixed :)
March 5, 2026
Reply from Zapaka
Dear Rory,
Thank you so much for your lovely review! 😊 We're truly sorry to hear that you experienced issues with the app regarding your custom measurements, but we're so glad that Joyce was able to step in and get everything sorted for you promptly and personally. 💌 It’s wonderful to know that our team could turn things around and ensure your experience ended on a positive note. We truly appreciate your kind words and your understanding—thank you for giving us the chance to make things right! 🌟 Please don’t hesitate to reach out if you need any further assistance.
Best regards,
Zapaka Customer Care Team
Ordering mistake
While ordering, I have made a mistake of choosing the wrong size. I contacted the customer service team and was promptly helped - my order was updated so that I can get ny dream dress in which I can actually fit haha. Special thanks to Joyce for such a kind helo and resolving my issue promptly:)
March 5, 2026
Reply from Zapaka
Dear Aleksandra，
Thank you so much for sharing your lovely experience! 😊 We're so happy to hear that Joyce was able to promptly assist you in correcting your size — ensuring you get your dream dress in the perfect fit is exactly what we're here for! Your kind words and that little "haha" made us smile, and we'll be sure to pass along your gratitude to Joyce. She'll be absolutely delighted to know she helped make your ordering experience smooth and stress-free. 💫 Can't wait for you to receive your dress and rock it with confidence! Thanks again for choosing us. 💕
Best regards,
Zapaka Customer Care Team
Address Change
I had requested an address change and Riley was able to help me through the process. They were quick and understanding with my situation and are professional!
March 4, 2026
Reply from Zapaka
Dear Nicole，
Thank you so much for sharing your experience! 😊 We're so glad to hear that Riley was able to assist you promptly and professionally with your address change request. It's wonderful to know that our team could make the process smooth and stress-free for you during what could have been a tricky situation. We'll be sure to pass along your kind words to Riley — she'll be thrilled to know she made a positive impact! If you ever need anything else, we're always here to help. Thanks again for choosing us! ❤️
Best regards,
Zapaka Customer Care Team
Joyce is an amazing employee of yours!!
Amazing time getting back to me with all my questions! All around great and easy services! Joyce was an absolute angel!! Responded promptly and was very kind and easy to work with!
March 4, 2026
Reply from Zapaka
Dear Cynthia，
Thank you so much for your incredibly kind words! We are absolutely thrilled to hear that Joyce provided you with such prompt, kind, and easy assistance — she truly is a valued member of our team, and we will make sure she sees your wonderful feedback. Knowing that she made your experience smooth and enjoyable means the world to us. Thank you for taking the time to recognize her efforts, and please don’t hesitate to reach out if you need anything in the future. We’re always here to help!
Best regards,
Zapaka Customer Care Team
Customer service was great
Customer service was great. Wish dresses could get here a little sooner.
March 4, 2026
Reply from Zapaka
Dear Vicki，
Thank you so much for your kind words about our customer service — we're truly delighted to hear that you had a great experience with us! We also truly appreciate your feedback regarding delivery times, and we completely understand how exciting it is to receive your dresses as soon as possible. Please know that we are continuously working with our shipping partners to explore faster delivery options without compromising on quality. Your satisfaction means the world to us, and we hope to serve you again soon with an even speedier experience!
Best regards,
Zapaka Customer Care Team
My order experience as a first time costumer.
This company is very helpful and committed to giving you the best fitting dress. I had messed up some measurements when ordering my dress from them. Thankfully, Joyce emailed me the day after I ordered, asking if I could take some measurements again. Her care and worry about me having a good experience and a great fit is why I would order from them again. This is my first time ordering through here and I don’t regret it. All I can do now is wait for my dress to arrive. Thank you Joyce for your help.
March 4, 2026
Reply from Zapaka
Dear Karla Santana Hernandez，
Thank you so much for your kind words and for taking the time to share your experience! We're absolutely delighted to hear that Joyce was able to assist you with your measurements and provide the care and attention we strive to give every customer. Ensuring you have the perfect fit and a wonderful experience means the world to us. We can't wait for your dress to arrive, and we truly hope you love it! Please don't hesitate to reach out if you need anything further. ❤️
Best regards,
Zapaka Customer Care Team
I forgot to put my measurements down…
I forgot to put my measurements down for a costume order, but Riley responded back to my worried email within a day, and assured me that the numbers I wrote in the email would be used for my order. Thanks to her help I can breathe easy as this going to be my prom dress, and I am now even more excited for it to arrive!
March 3, 2026
Reply from Zapaka
Dear customer，
Thank you for sharing this heartwarming joy with us! We are truly delighted to hear that Riley responded so quickly to your anxieties and ensured your measurements were recorded accurately. Ensuring a smooth and successful prom is the essence of our work. Rest assured, Riley and the entire team will make sure this dress, carrying your hopes and dreams, is presented flawlessly. We, like you, are already looking forward to seeing how it shines at the prom!
Best Regards,
Zapaka Customer Care
Zapata Review
They were very attentive with measurements for my customized dress. Joyce, who was working with me, sent me many confirmation emails and was very polite. I am hoping that the dress will not be a scam.
March 2, 2026
Reply from Zapaka
Dear customer，
Thank you so much for your kind words! We're thrilled to hear that Joyce was able to assist you attentively with the measurements for your customized dress and provide you with all the necessary confirmations. Please rest assured that your dress is in good hands — we take great pride in delivering high-quality, custom pieces to our customers. You can trust that what you see is what you’ll get, and we're confident you'll love the final result. Thank you for choosing Zapaka, and we can’t wait for you to receive your dress!
Best Regards,
Zapaka Customer Care Team
Daughter’s Wedding
I was excited when I saw the plum dress that I can wear to my daughter’s wedding. I saw the add on shoes and rhinestone earrings to compliment. I clicked on them making certain that I made certain my shoe size was correct. In the process, the system auto populated a size 2 in Dusty Green. I saw it immediately and reached out. Joyce assured me that she had corrected my order. Can’t wait to celebrate in style! Thank you Joyce!
Dress arrived but it was a size 2 in plum instead of the correct size! Very sad!!
March 1, 2026
Reply from Zapaka
Dear Tina Bowers，
Thank you so much for sharing your experience! We're delighted to hear that you found the perfect plum dress for your daughter’s special day, and we appreciate your attention to detail in selecting the coordinating accessories. It's wonderful that Joyce was able to promptly correct the sizing issue and ensure everything is just right for your celebration. We're thrilled to have you celebrate in style, and we’ll be sure to pass along your kind words to her. Thank you for choosing Zapaka — we can’t wait for you to shine at the wedding!
Best Regards,
Zapaka Customer Care Team
Five stars for zapaka.com
Five stars for zapaka.com! My issue was handled quickly and smoothly thanks to Joyce. I’m truly impressed by her kindness and the clear way she explained everything. Thank you so much for the prompt response—I feel like a valued customer. Joyce, you’re doing an amazing job!
February 28, 2026
Reply from Zapaka
Dear customer，
Thank you so much for your heartfelt five-star review! We are absolutely thrilled to hear that Joyce could assist you so effectively and leave such a positive impression with her kindness and clear communication. Making our customers feel valued and supported is always our top priority, so your kind words mean the world to us. Joyce will be so happy to know that her efforts made your experience a great one. Thank you for choosing Zapaka, and please don’t hesitate to reach out if you need anything in the future!
Best Regards,
Zapaka Customer Care Team
Riley in customer service was beyond helpful!
After purchasing online I realized I entered my email contact info incorrectly. I emailed customer support and within hours I was emailed 3 times by Riley! The issue was corrected immediately and I was provided with confirmation as well. Riley was being helpful and their fast response was much appreciated!
February 26, 2026
Reply from Zapaka
Dear Lisa Conners，
Thank you so much for sharing your experience! We're absolutely delighted to hear that Riley went above and beyond to help you correct your email information quickly and efficiently. It’s wonderful to know that her proactive communication and fast response made such a positive impression on you. Ensuring our customers feel supported and cared for is exactly what we strive for, and Riley truly embodies that commitment. We’ll be sure to pass along your thoughtful words to her — she’ll be so happy to know her efforts were appreciated! Thank you for choosing Zapaka, and please don’t hesitate to reach out if you ever need assistance again.
Best Regards,
Zapaka Customer Care Team
Affordable
Affordable, and quality. My daughter absolutely loved the dress. I went up a size and it fit like a glove.
Shipping wasn't too long, it took roughly 2 weeks for it to actually ship, then another 2 weeks to arrive.
I was a little nervous at first about being ripped off and the quality, it goes with ordering online, but I was really impressed once it arrived. The smile on my daughters face, the price i paid and the quality was well worth the purchase. Beautiful dress at an affordable price. Would highly recommend to anyone.
February 27, 2026
Reply from Zapaka
Dear Jenn Brockerville，
Thank you so much for your wonderful review! We're absolutely thrilled to hear that your daughter loved her dress and that it fit her like a glove — seeing her smile must have been the best reward! It's completely understandable to feel a bit nervous when ordering online, so we're truly honored that we could exceed your expectations with both quality and value. We also appreciate your honest feedback regarding shipping times, as it helps us continue to improve. Thank you for recommending us, and we can't wait to help you find more beautiful dresses in the future!
Best Regards,
Zapaka Customer Care Team
Zane is absolutely amazing
Zane is absolutely amazing. I needed to see a picture of some material and he absolutely came through. This is why I absolutely love zapaka.
February 26, 2026
Reply from Zapaka
Dear customer，
We are truly honored and delighted to see how satisfied you are with Zane's service! Thank you so much for your love and support of Zapaka. Meeting the needs of every customer is our constant pursuit. Zane must be very encouraged to know that his efforts helped you find the material images you wanted. Thank you for your recognition; we will continue to work hard and look forward to serving you again!
Best Regards,
Zapaka Customer Care Team
Terrible Everything. Scammers.
Terrible quality, looks nothing like advertise. Sizing is completely off.Wedding dress Was delivered rolled up in a ball inside out in a plastic bag. There were tears on the lace and a stain. It got delivered in a tiny bag to my community mailbox.customer service is not helpful at all! They will not refund me for my dress. They offered me $18 or a $28 credit. Stay away from this place. I do not recommend.
February 26, 2026
Unprompted review
Reply from Zapaka
Dear Elysa Monk,
Thank you very much for taking the time to share your feedback. However, we sincerely apologize for the various issues you encountered during this purchase. Regarding the product quality, packaging, and sizing issues you mentioned, we take them very seriously and would like to explain that we never intentionally refused your refund request. However, according to our return policy, return requests must be submitted within 7 days of receiving the goods. Since your contact exceeded this period, customer service was initially unable to process your refund request. But to express our sincerity and do our best to make up for your unpleasant experience, we have specially applied for a return for you and sent detailed return instructions to your email address. Please check your email when you have time. We sincerely hope this solution will resolve the matter properly, and we once again sincerely apologize for any inconvenience caused.
Best Regards,
Zapaka Customer Care Team
The measurments compatisments are a bit…
The measurments compatisments are a bit off ( dresa sizes listed on suits) but the staff was helpfull and sent the correct Ines.
February 26, 2026
Reply from Zapaka
Dear Katja，
Thank you for your understanding and patience! We sincerely apologize for the initial product size labeling that caused you some inconvenience, but we are delighted that our staff responded quickly and sent you the correct size, resolving the issue satisfactorily. We are committed to providing attentive service, and your satisfaction is our greatest motivation. We look forward to seeing you looking your best in your perfect attire, and welcome to visit us again!
Best Regards,
Zapaka Customer Care Team
MOH Dress / Great Customer Service from Marin
Ordered on this site for a MOH dress for my best friend's wedding and unfortunately I got the wrong size. I worked with Marin, an amazing customer service rep who made the process so smooth. They were extremely helpful and now I am all set for my event. Thanks Marin!
February 24, 2026
Reply from Zapaka
Dear Kate，
Thank you so much for your kind review! We understand your concern about the size of the bridesmaid dresses you prepared for your best friend's wedding, and we are delighted that our customer service representative, Marin, provided you with meticulous and efficient assistance throughout the process, making the return and exchange process smooth and hassle-free. We are truly happy to see that you have made all the necessary preparations for the wedding. It has been our greatest honor to accompany you in witnessing this beautiful moment. Thank you again for your trust and support, and we wish your best friend a wonderful wedding and lasting happiness!
Best Regards,
Zapaka Customer Care Team
Marin was very prompt with her service
I am very pleased with my dress good quality and fit thank you
February 25, 2026
Reply from Zapaka
Dear Rosalyn Abernathy，
Thank you for your positive review! We are delighted that Marin provided you with prompt and attentive service, and we are very happy that you are satisfied with the quality and size of the dress. Your recognition is very important to us, and we look forward to serving you again in the future!
Best Regards,
Zapaka Customer Care Team
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