Zapaka Arvostelua 

Dress arrived late - fitted poorly . When I tried to return they have a policy of only giving you 7 days to request a refund. Refused to offer an exchange or refund. Terrible service. DO NOT BUT FROM THIS COMPANY

Purchased prom dress from them. Dress was nothing like the one on the pics on their webiste, terrible quality with threads hanging out and not fitting as it should at all. Pretending to be UK website but then saying you have to return to China or USA and pay for shipping, shipping back and customs, while it doesnt say on their website. They do all to push you to keep it. They offer 10% refund a d for you to be keep bad item instead, then 20%, then coupon for shopping with them again - but who in the right mind would buy from them again?! Avoid!

I paid my son's suit and was told that the parcel was send back to the sender. We never asked them to cancel the order .I asked them why they said the address was wrong . Later on they gave me royal mail number. I paid £110 they gave a refund of £40. This is fraud. We asked them to reship but they told us they can't reship. I don't recommend these people as they give you stupid excuses. I was so disappointed.

This company should not sell anything in the UK!

My order number is ZAPAKAUK53014

I ordered a suit from this company for my autistic daughter to wear at the prom. She opened the bag after few days we got it. When she eventually tried it on, the blazer was too big and the pants extremely small and with holes instead of pockets. Two elasticated bands were holding the holes and the pants together (something difficult to explain and never seen in my life)

We decided to return the suit and I went on the website to find a way to do it. However, I found nothing clear on this process.

I also searched for my order but I could not find anything related. I managed to find a link in the email that confirmed the order placement which led me to the website page that confirmed the order was placed. I cannot access my customer account, I cannot amend details, see order history nothing. The site is a scam.

It felt like these details are intentionally hidden, so you delay requesting a refund or maybe change your mind distracting you to look the other way.

Eventually I opened the webchat and asked how to return. I was told it is too late as more than 7 days passed since the item was delivered to me (9 days have passed, to be exact). They kept sending me to the return policy which said nothing related with a familiar process.

Eventually I have asked the issue to be escalated and I was told an email confirming escalation will be sent to me.

The following day I received an email and I was offered £15 off for my next purchase which for me it represents an acknowledgement something is fishy.

See the exchange below:

"Dear Silvia,

Thank you for your feedback. Our return policy is set in place to ensure that we can process all returns efficiently, and unfortunately, we are unable to accept returns outside of the 7-day window. This policy helps us maintain fairness to all our customers.

That said, we still want to do our best to assist you in any way we can. While the return period has passed, we are willing to make a one-time exception to offer you a refund of ￡10 or a coupon code worth ￡15 for your next purchase. Please let us know which option you would prefer, and we will be happy to assist you further. Thank you for your understanding.

Sincerely,

Melody
Ticket ID: 36B2PR"

So I replied:

"I am not sure why you offer me this voucher. I do not need it.

At this stage I feel like I have beer robbed of £110.

I am unhappy I cannot return an item that is in perfect state, the state in which you sent it to me.

I am unhappy that you refused a return when I requested this after 9 days from the delivery, considering the long time taken for you to deliver it. You stated the return should have been done in 7 days, but this information was not provided at the purchase, or in the bag the item was received in.

Also reading the return policy apparently there should be a fee for the return, but you do not disclose it, and no address for you is provided.

I am unhappy the return policy and procedure were not clearly visible when I purchased the item, to decide accordingly.

I can still see this on the website when I try to simulate a purchase. Nothing clear about refund is mentioned. For me, this is intentionally concealed, with the hope you fool people and take money from them for items that lack quality and not returned in these 7 days.

I am unhappy you expect your customers to look around on your website and find the return policy. This is intentionally misleading as this is not something a customer is looking for when they purchase something they would like to keep, expecting good quality, as per the price they pay.

You guided me that the policy is at the bottom of the website's pages where no one is looking really, when the details of the policy should be clearly stated at the purchase.

I am unhappy that your website quickly opens all tabs in the menu, except the customer tab. When I want to open my customer tab, nothing is opening, my name is marked with red so I cannot see my order in my customer account. See screenshot.

The fact that you offer me a discount shows that you admit something is wrong here.

And the fact that you want to make me feel bad for asking for a refund with two days outside of your 7 days time frame, by suggesting it is unfair for other customers, is terrible.

The refund relates specifically with your items: how can you have holes instead of pockets to the suite trousers?

I will speak with my bank to arrange a dispute with you today.

Your service is very disappointing and my reviews online will show this accordingly."

In spoke today with my bank and they will investigate.

I hope this will help people decide to search for elegant items somewhere else."

I have been fooled.

I found another suit with the same fabric on another website, with next day delivery. I purchased two sizes, kept one and returned the other with no issues This is the UK.

The dress was lovely. However customer service is not great with assisting returns. They are pushy with trying to get you to accept a credit note/discount. When my parcel was lost in USA they refused to assist with contacting the company, as I was unable to do it from the country I was in. Would not recommend purchasing from this company.

I hate my prom dress i got frm here, the corset and from looks frumpy, the corset back didn't even come with the string I needed and it's ruined my entire prom for me!!! DO NOT BUY FROM HERE UNLESS YOU WANT TO WASTE YOUR MONEY!! they even had the cheek to ask for a tip, for what? Having a normal website like literally every other prom dress site? I have zapaka, I hope they get taken out of business

Returning was a nightmare.
I ordered a dress and when it came it was too long. The return address on the package showed a UK return address.
I contacted their customer services via email and chat to initiate a return as you cannot ring them. Initially they tried to get me to keep the dress and offer me a discount on the price. I had to say numerous times I wanted a full refund.
At that point they advised that the return needed to be via tracked mail to Texas, USA. There were also additional further instructions that had to be complied with. I needed to mail it back within 7 days, show proof of return with the tracking number and email them all of this, along with a photo and a request for a refund.
My recommendation is you do not buy from them. The return has cost me £28 which will not be reimbursed. Buy from UK companies who will not rip you off if you need to return something. Avoid

DO NOT ORDER FROM HERE
. Ordered a prom dress which didn’t fit immediately looked to send back but the website says you cant send back until you email them , which I did with a screenshot of my order. They then emailed back to ask details which were already in the first email. Eventually I spoke to some robot who offered me £14 dollars refund, the dress was £156 !!!!!!! I kept asking for a return address and they kept coming up with bizarre bartering for a return such as we will refund you 20%etc. absolutely bonkers, still waiting on a reply about on a refund which apparently I have to send dress back to Texas and pay for packaging to get it there !!!!! £156 down for a dress I can never wear . 😢😢😢😡😡😡😡

Trying to return an item and I keep getting emails from a BOT. Still no communication from anyone to give me return information .. shocking.
Wish I had read the reviews before ordering!

Worst company to order something!! I have made an order and it didn’t fit me. Just 7 days to return but you can not send it until you talk to them, when they try to convince you to keep the products and they offer you POUNDS, for an order of 90 pounds. When I said no, they said they can refund me 24 and to keep the dress. And they kept trying to convince me to keep the dress and to send me a voucher of the same value, which voucher was non-refundable if it was any issue. I choose to send the item back to them, IN USA, TEXAS !!!!!! It cost me 27 pounds, I CAN NOT SAY ENOUGH how bad this site is. Is they are not capable of offering a fair deal to their clients, they should stop selling their products outside China, because this is where it came from. Came from China and I return it to USA , if it makes sens. BAD!! A ROBBERY! Avoid at all cost. There are many serious sites with nice dresses.

I ordered prom dress 13th may, on 6th June still nothing received,emailed them,they sent shipping note,it said it had gone from London to lincolnshire I 6 mins,and that I had received it 31st may,they then asked me to look in my area to see if it's been delivered incorrectly, but my address is correct so how could it even if they had flown my plane,London to lincolnshire in 6 mins impossible, I have asked for a refund, but no reply to that.DO NOT use this company,they will rip you off, AVOID AT ALL COSTS

This website does not follow UK policy regarding online shopping
Delivery times are not accurate and the refund and return policy is unlawful

Absolutely abysmal company to deal with, we ordered a dress for our daughters prom , it took ages to arrive and when it did the fit was awful, so we decided to return as per the 7 day return policy on the website. This is where things get stupid, we advised we wanted to return the dress, after explaining reasons why they first said they could offer us a 10% refund and keep the dress, we said we had paid £115 for a dress that doesn’t fit and wanted a refund as per website, they didn’t listen and offered £31 and keep the dress, we again said no so they said they had to pass our claim up to a higher department who would approve the refund via email and send return address with 2 business days? Anyway email came and we were asked to send the dress recorded delivery to TEXAS !! USA which post office said would cost £38 ! Which we would lose .Zapaka is a shoddy company and if you buy from them you better hope it’s a good fit

Custom made my eye! Sent my daughters exact measurements for prom dress and she cannot even get it over her hips. Bust is far to small, zip at back wont go anywhere near closing and it's also 2 inches too short even after adding an extra few inches to length measurment to make sure. I have sent multiple photographs of the dress to the company showing the measurements and they keep saying they need more photos because I have apparently measured wrong. I have not measured wrong. I asked for more material so that I can have a panel added and length added but I was refused. Absolute joke of a company and shocking craftsmanship. Do not waste your money or time . Daughter is devastated

It is not clear when ordering that you will have to return the item to the USA, which would cost around £38 tracked, they will try and say you can keep the item for a 30% refund which I am still waiting for
Avoid like the plague

Bought a suit for my son when the suit arrived i was abroad when i came back i realized that the suit was over two sizes too large for my son despite using the chart. I requested for a refund but was told i had exceeded the 7 days return policy and there was nothing they could
do i even ask that they keep the money
and just exchange the suit as my son had a function to attend but again the online
generated system kept sending me the link to the return policy. I was not even
able to speak to a real person. Thanks to
zapaka i have learnt my lesson I'll never
use your shop again and trust I'll pass
on the info to my friends. I now have a
suit on my hands that i can't use and had
to go out and get another suit for my
son elsewhere.

After reading the poor reviews I was so worried but the service was amazing and the dress is gorgeous. Lovely material & fit, my 15 year old daughter loves it!

Very very bad!.. too late, no compensation, no refund and pay for return to Texas from EU at own expense. Verybad service! Do not order here please!

Beautiful dress had custom made to reflect my daughters height of 5ft 1... Hollow to floor came in 6 inches longer than the measurements I gave them having to take it to be amended costing me more money.
Bad company wouldn't order from them again charging people extra for custom made just to ignore the measurements given

Scam. Not a reputable company; not operating in Canada as domain website suggest.
Not a reputable company. Scam. Not operating in Canada as the website domain suggests. They will not offer you a full refund and take your money regardless if you try to cancel within their cancellation policy. Their return policy is not upfront and they make their own rules like time zones which are not indicated on the website. Here is a chat transcript and email them asking me to take down reviews.

Chat transcript
company logo
Name: christine sabater
Question: Can I still cancel my order ZAPAKACA16243 and when can I get my money back in my credit card
Order number(if you have): (no answer)
avatar Dandee
Fri, 09 May 2025 13:31:33 CDT
Hello! This is Dandee and it would be my honor if I could do anything for you. May I have your name? 🙂
christine sabater
13:31
Can I still cancel my order ZAPAKACA16243
and when can I get my money back in my credit card
christine sabater
13:32
I just need to know if an order is cancelled how long it takes to be back on the credit card
avatar Dandee
13:35
Hi! We understand that you want to cancel your order but since your ( dress ) is under production now, if you request to cancel it now, we are afraid that we could not refund the full money for the item that you order, the factory has cost them money and labor to make it.
Based on our Cancellation Policy, orders canceled within 3 days of payment confirmation will be eligible for a 80% refund + shipping fee.
Please refer to our Cancellation Policy for more details:
Please let us know how you want to proceed with this.
christine sabater
13:37
so i can not cancel even if the order is made within 24 hours?
christine sabater
13:40
The cancellation policy says if order is cancelled within 24 hours of payment it is a full refund
avatar Dandee
13:40
It is beyond 24 hours already upon checking in our system.
christine sabater
13:41
what day did it show on your end
christine sabater
13:43
hi
christine sabater
13:45
what did this it show on your end? I ordered May 8, today is May 9
christine sabater
13:45
here in Canada
christine sabater
13:48
Hi are you still there?
christine sabater
13:52
Attachments:
image.png
christine sabater
13:53
Is the order eligible for a full refund because I ordered May 8 and cancelling today May 9?
avatar Dandee
13:54
Your order was placed on May 9, 2025 at 1:22 am and your request cancellation file on May 10, 2025 at 2:19 am. So it is beyond 24 hours already.
christine sabater
13:54
No it was order May 8
christine sabater
13:55
Attachments:
image.png
christine sabater
13:55
here is my order confirmation
avatar Dandee
13:56
I'll understand! We have a different time zone but we always depends on the time from when you placed the order and date and time request to cancel the order.
christine sabater
13:56
I did not ask for a cancellation
christine sabater
13:56
I am just asking if EVER will the refund be 100% full refund
christine sabater
13:57
Yes which is May 8 when I ORDERED and cancelled MAY 9
christine sabater
13:57
I am the one who made the oder
christine sabater
13:57
So I know when I placed the order
christine sabater
13:58
It is not on your cancellation policy that there are time zones that you consider
christine sabater
13:59
I DID NOT REQUEST TO CANCEL THE ORDER
christine sabater
13:59
I WAS ASKING A QUESTION
christine sabater
13:59
DID YOU CANCEL THE ORDER??
christine sabater
14:00
I DID NOT SAY TO CANCEL YET
avatar Dandee
14:00
Again, based on our Cancellation Policy, orders canceled within 3 days of payment confirmation will be eligible for a 80% refund + shipping fee.
avatar Dandee
14:00
Attachments:
image.png
image.png
avatar Dandee
14:01
We did not yet proceed with the cancellation.
christine sabater
14:01
OK DON"T CANCEL
avatar Dandee
14:01
We are just for your confirmation.
avatar Dandee
14:02
Thank you for confirming, Christine! We have noted your request, and your order will remain active as is.
________________________________________________
Ticket from chat SW30MQDPGR
Inbox

ZAPAKA Cutomer Service Team
3:07 AM (8 hours ago)
to me

HelpDesk
Hi, Christine Hembrador

Dear Christine Hembrador,

We have noticed that you left a review on Trustpilot. Since this is your first time shopping on our website, we can make an exception to cancel the order for you and offer a full refund. However, we sincerely hope that you can delete or change your review. Once we receive a screenshot of your modified review, we will cancel the order for you and issue a full refund. Thank you for your understanding.

Sincerely,
Mledoy

Ticket ID: ILTVMX
Assigned agent: Melody

Date of experience: May 09, 2025