Reviews show a split pattern: many customers report attractive dresses, good fabric and smooth orders, while many others report problematic returns and shipping. Multiple reviewers name helpful agents (for example, Joyce and Marin) who resolved issues quickly, which some buyers found decisive. Conversely, recurring complaints include denied refunds, costly international return routes, strict short return windows, and late or missing deliveries even when expedited shipping was purchased. If you are considering ZAPAKA, review the store’s shipping timelines and return instructions carefully, contact customer service before ordering for clarification, and allow extra lead time for events or consider stores with clearer local return options.
Examples from available reviews (Nov 2021 – Feb 2026).
Customer service made the return easy and painless.
“the customer service was top tier”
Seven-day return window prevented refund after reviewer missed deadline.
“SEVEN (7) Days is a ludicrous policy”
Received a much smaller dress than ordered; return process was difficult.
“it didn’t fit was more like a size 10”
Dress arrived quickly, looked beautiful, and customer service was helpful.
“I’m so happy with my Zapaka experience!”
Customer service reports are polarized: some reviewers praised individual agents and easy returns, but a larger portion described denied refunds and restrictive return handling.
Several reviewers reported losing money to denied refunds, costly return shipping, or small store credits, raising concerns about net value after issues.
Ordering experiences varied: many reviewers described smooth checkout and quick arrivals, while a significant share reported late deliveries, cancellations, or return difficulties.
Many buyers reported good fabric, fit and finishes; others reported sizing inconsistencies, misrepresented colors or manufacturing defects on arrival.
Some reviewers praised responsive agents (named staff cited), but many reported vague replies, heavy proof demands, or unhelpful guidance on returns and delivery problems.
Overall impressions are split: a notable group had positive purchases and helpful support, while many others reported shipping delays, refund refusals, and difficult returns.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Sitejabber (20) · bbb.org (10) · Reviews (1) · Quotes shortened · As of: February 2026
Marín resolved my address mistake before shipment efficiently.
“Marín, was able to resolve the address change before the shipment was sent.”
Representative Phoenix was helpful with return credit issue.
“Representative Phoenix responded and he was very helpful”
Marin provided great customer service and assistance.
“Marin was great to work with. Two thumbs up!”
Joyce processed my return very promptly.
“My return was processed in a very timely manner by Joyce - thank you again, Joyce!”
Customer service fixed shipping address error promptly and reassured delivery.
“Tiki and she/he helped me out with the change of address”
Marin provided detailed updates and excellent customer service throughout.
“One of the top customer service experiences I have had in a long time.”
Joyce provided prompt and excellent support when needed.
“I received excellent support from Joyce; she helped me promptly when I needed it!”
Staff and materials were good and reviewer will continue buying.
“We excellent staff and materials are very good”
Company communicated well and accepted my return with a refund.
“The communication was timely and very positive.”
Tiki provided pleasant service though product has not yet arrived.
“Tiki was a pleasure to deal with.”
Customer service, especially Tiki, made international returns seamless.
“the customer service was exceptional from the beginning to the end of this return process.”
Dress color and fit were wrong and no return address provided.
“the gown I reveived was definately orange and the color did not match the color on my item receipt.”
Agents were helpful but refund required persistent emails to obtain.
“The problem is not your agents they were all great.”
Dress didn't match picture and return resulted in $150 loss.
“returned the dress and lost $150”
Riley quickly refunded an overpayment caused by a dropped promo code.
“Riley was able to quickly help refund the money I should have had discounted”
Returns required shipping to USA, high fees, and made refunds difficult.
“I was informed I would have to ship the products to the USA at my expense”
Company refused return and offered only a small refund due to timing.
“they offered me a refund of $13 because I was outside of their 7 day window”
Dress was beautiful but sizing inaccurate; customer service was excellent.
“The dress was beautiful. It just didn't fit.”
Staff like Zane and Joyce were very attentive to customers.
“Very attentive to customers! Zane, Joyce, professionals, all admiration!”
Customer service corrected my sizing mistake and the dress fit perfectly.
“The dress is absolutely beautiful!!!!”
Joyce was helpful and resolved the reviewer's problem.
“Joyce was very helpful and solved my problem.”
Gown didn't fit but return was handled well by the company.
“the gown that I ordered did not fit but your handled the return very well”
Expedited order wasn't shipped in time and cancellation failed.
“I wouldn’t get my dresses before my event.”
Expedited shipping failed and there was no effective contact method.
“the dress is still not here on day 11”
Received wrong item, poor quality, and insufficient refund for return.
“die Qualität war miserabel.”
Reviewer says company stole money and refused refunds with poor service.
“Scammers, steal your money, don't want to refund”
Long wait and hassle to receive a dress discouraged future orders.
“waiting weeks to get a dress”
Customer service made the return easy and painless.
“the customer service was top tier”
Order didn't arrive in time and cancellation refund was denied.
“we wouldn’t receive them in time”
Dress matched description and customer service was good.
“Dress very beautiful, as described.”
Ordering process was smooth and straightforward.
“Order was smooth”
Seven-day return window prevented refund after reviewer missed deadline.
“SEVEN (7) Days is a ludicrous policy”
Company claimed delivery but demanded proof and offered little help.
“No package was ever delivered.”
Positive buying experience, product not yet received.
“Good buying experience.”
Dress arrived quickly, looked beautiful, and customer service was helpful.
“I’m so happy with my Zapaka experience!”
Received a much smaller dress than ordered; return process was difficult.
“it didn’t fit was more like a size 10”
Expedited shipping arrived late and refund offer was inadequate.
“the dress still came 20 days late.”
Customer service agent Joyce resolved issue quickly and professionally.
“Excellent customer service. Joyce Thank You!”
Reviewer says returns are unclear and only partial refunds are offered.
“They make you keep the dress and offer a partial refund only.”
Site misleads customers about returns, forcing costly US returns.
“yet they force customers to send returns back to the United States at their own expense.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
ZAPAKA is an online dress retailer that offers a range of occasionwear including formal dresses, party and event gowns. The site presents product pages with size information, photos and shopping/checkout options and ships orders internationally. Consumers researching ZAPAKA commonly look for details on shipping times, return routes/costs, sizing accuracy, and customer support responsiveness.