Royaldesign (royaldesign.com) has a 3.7 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Home & Garden and its reputation is mixed. Opinions are polarized: 67% rate it 4 stars or higher while 27% give 1 star; The business has replied to 100% of negative reviews; 37 of them were added in the last 12 months. Last updated 2026-08-28.
They are making it impossible to return an unused product, saying that we have no right to return. Have never experienced this kind of behavior from a company. Stay away
Hi! Thank you for your review. We regret that your experience did not meet your expectations, and we appreciate your feedback. Wishing you a wonderful day! Best regards, RoyalDesign
Almost a year after a purchase from this merchant, I received an invoice for custom duties. The customs duties were equal to half the value of the items purchased. They claim it was disclosed at the time of the purchase, but if so, it was in very fine print and not at all obvious. Given how aggressive they were in collecting the amounts due, it was obvious they do this all the time.
Hi, We understand why receiving a customs invoice almost a year after your order came as a shock, especially considering the amount involved. This is the actual import duty charged for the shipment, rather than a new fee added by Royal Design. The duty should have been invoiced by FedEx when the order entered the country. Due to an error in their billing process, it was instead charged to Royal Design, and unfortunately, the issue was not brought to our attention until much later. While import duties were stated as the recipient’s responsibility, we’re sorry that this wasn’t clear enough when you placed your order. We also regret that our request for payment came across as aggressive. That was not the experience we wanted to create. Please contact us with your order number and mention this review. We can provide the available customs documentation and go through the charge with you. Best regards, Royal Design
I purchased a decorative bowl for around $250–$300 and paid the amount I was charged at checkout. Months later, I received an email demanding an additional $65 for customs/import fees that were not collected or clearly communicated at the time of purchase. If there are additional costs associated with importing an item, those should be disclosed upfront not passed on to the customer months later. What makes this even more unacceptable is that I was then told the $65 balance would be sent to collections if I didn’t pay within days. I have no problem paying legitimate fees when they are clearly disclosed and handled properly. Coming back months later because your company failed to account for a charge is not acceptable customer service or a professional way to do business.
Hi, We completely understand your frustration. Receiving a customs invoice several months after your order, followed by a short payment deadline, is understandably upsetting. The $65 is the actual import duty charged for the shipment, not an additional fee added by Royal Design. It should have been invoiced by FedEx when the order entered the country, but due to an error in their billing process, Royal Design was charged instead. Unfortunately, we only became aware of this much later. Import duties were stated as the recipient’s responsibility, but we agree that the delay and the way this was communicated created a very poor experience. We’re sorry for that. We would be happy to review your case and provide the customs documentation. Please contact us with your order number and mention this review so we can help you further. Best regards, Royal Design
Loved the look of this rug online and took a lot of care making the decision to finally order for my lounge room considering I am in Australia. Customer service was excellent prior to and during the ordering process. There was an extra surcharge with FedEx for shipping/customs. The rug arrived damaged with a hole torn through it from transport. Customer service has been very poor since and despite lodging a claim online I have heard very little back from the company. Really disappointed with the customer service at present when I have spent close to $2000 on a rug that is damaged and unable to be used. Please contact me to rectify this.
Hi! Thank you for your review. We regret that your experience did not meet your expectations, and we appreciate your feedback. Wishing you a wonderful day! Best regards, RoyalDesign
Had been traveling in the past few months, opens email and got multiple payment requests from their customer service that initially looked like scams, as I had never gotten such emails from the company before and surely is aware that I don’t owe them money. Read them through and found out that they are chasing me for import duties on something I bought LAST YEAR, and it’s because due to THEIR SYSTEM MISTAKE, that they were being charged instead of me. Sure, no problem paying that, but then the last email, threatens to escalate this to debt collection, lol for $40 dollars, when I had spent way beyond that over the years with them. What a complete joke of company. If you want to spend money and get threatened for a mistake not even caused by you. Shop with them.
Hi, We’re really sorry about how this was handled. We completely understand why payment requests arriving months later seemed suspicious, especially when the delay was caused by an error on our side. The wording about debt collection only added to the frustration and should have been handled with much more care. The charge relates to import duties that should have been billed by customs when the order was delivered. However, we should have explained the situation more clearly and given you a fair chance to respond. Please contact our customer service with your order number so we can look into your case properly. Kind Regards, Royal Design
Purchased 2 items: Chair and lampshade. Chair 106721393 arrived 30/06 damaged - notified via email on delivery with photos. Then advised I should use their complaint system - did so again with photos and description 07/07. Chased this week 03/08 - nothing. I was asked to write a review for the website and was then advised they had refused my review because the item was damaged...
Hi! Thank you for your review. We regret that your item did not meet your expectations, and we appreciate your feedback. We will help you as soon as possible. Wishing you a wonderful day! Best regards, RoyalDesign
I bought dishes in early May and I started to get the multiple emails from customer service. I’ll include this 3rd and final notice that they had a ‘glitch’ and I owed them 50 more dollars. I told customer service that people buy items based on the total they charge. Maybe other countries have this small print and understand the hidden fees and suddenly there vendor emails a bill 4 months later and include they cover themselves with further hidden small print, I thought I purchased them from royal design/us. I did not know of hidden tax stuff I guess other people buy in countries that have these hidden retroactive bills. I clearly feel that the way everybody buys stuff here, we figure out we want to buy based on the price you’re paying on the website charges including tax and not agreeing to 20% or even 50% or more. That is not the way I’ve ever done it. This is just a business practice i misunderstood to me and I’m old and have bought thousands of things where you buy, put in your credit card and then get the item you paid for and then get a large bill months later? Please comment and tell me that this is normal and you are good? Really? They have now threatened to transfer me to collections service and I told them that customers need to know what they are up to. As noted, they waived a fee. In the 1st and second notice I think it was 240 bucks. I honestly thought scam? I’ve have offered customer service to return the items if they send packaging and have the carrier pick them up and refund my 304 dollars, I would buy them elsewhere. Customers of Royal Design, just be beware of getting these changes 3 4 months later could happen to you. Customers, as my threatened notice says, you can be billed any fee of any amount or taxes I guess at any time. This should be scary. Royal Design, make a much broader effort especially in a us website since your customers must understand you can do this. especially if customers are buying off what of us websites, that you have this unknown amount that your price and payment does not include (not maybe yes the amount) and the items could be hundred's higher than Williams Sonoma here in the us. I don’t know how many other companies are doing this? Here is the 3rd and final notice (IF I GET A COLLECTION NOTICE, I’ll probably post the 20% hidden fees) but I’ll comment frequently so customers know this) Dear xxx This email serves as our final reminder regarding the outstanding import duty connected to the shipment referenced below. Despite our previous payment requests, we have not yet received payment. We would prefer to resolve this matter without further escalation. However, if payment is not received, we will be required to pursue further recovery measures, including referral to a debt collection agency or legal action where appropriate. We are following up regarding the outstanding customs charges your order Xxxx which was shipped on 05 01 2026. Shipment reference: 887… Your order was shipped under DAP terms, which means that import duties, taxes and customs-related charges at destination are the responsibility of the recipient. As previously explained, due to a temporary system issue between FedEx and Royal Design in the billing flow, the import duty for this shipment was charged to Royal Design instead of being charged to you at the time of import. As this type of issue can take some time to identify and correct, we are now requesting reimbursement of the actual import duty connected to your shipment. It is and has always been clearly stated during checkout and in our terms and conditions that orders shipped to the United States may be subject to duties, taxes, and fees that are not included in the checkout total. Please note that this payment request only includes the actual import duty assessed during the import process. As an apology for the late notice, Royal Design has covered the carrier's advancement/disbursement fee connected to this shipment. Payment amount: 45.6 USD You have the following two options to complete the payment. Bank: If you wish to pay by bank transfer, please use the bank details provided below. Kindly ensure that your order number is included as the payment reference. IBAN: SE75 1200 0000 0241 7012 4545 SWIFT: DABASESX Credit card: If you prefer to pay by credit card, please use the Adyen payment link provided below to complete your payment securely. Pay now We have attached the customs invoice and the commercial invoice for your reference. If you have any questions, please reply to this email and we will be happy to help. AGAIN ROYAL DESIGN DOES NOT ALLOW COMMENTS SO IM TRYING TO MAKE PEOPLE AWARE, particularly those who don’t understand these practices. I repeat, I am willing to return them if you want. Just leave a number and contact name here! I’m ready to get my money back!
Hi, We’re sorry that the delayed payment request caused frustration and made the charge feel unexpected. Royal Design is based in Sweden, and orders shipped to the United States are sent under DAP terms. This means that import duties and taxes are not included in the amount paid to Royal Design and are the recipient’s responsibility. This information is provided during checkout and in our terms and conditions. The USD 45.60 was assessed by US Customs when the order was imported. It was not charged, determined or added to the purchase price by Royal Design. As the final amount is determined by customs during the import process, we cannot confirm or collect it at checkout. Due to a temporary issue in the billing flow with the carrier, Royal Design was incorrectly invoiced for the duty instead of it being collected from the recipient at the time of import. We are therefore requesting reimbursement of the customs duty that we paid on the recipient’s behalf. Royal Design has also covered the carrier’s advancement/disbursement fee due to the delayed notification. We understand that receiving the request several months later was frustrating, and we apologize for that delay. However, the customs duty remains the recipient’s responsibility, and we cannot remove or reimburse a charge assessed by US Customs. Kind regards, Royal Design
Apparently, this glitch has become a business practice. Lots of people over 10 months have gotten the glitch experience. Looking for contact on returning my order. Need packaging sent and full refund. Returning dishes. Can return to a Us address. Give us a point of contact and a name. Be upfront about tariffs and we will not buy at your company.
Hi, We’re sorry to hear that this situation has caused frustration. Import duties and tariffs are determined by customs and are not charges added or determined by Royal Design. We understand the importance of customers knowing that additional import charges may apply before completing a purchase, and this information is provided during checkout and in our terms and conditions. Kind regards, Royal Design
I would not order from Royal Design again. While the website notes that U.S. orders may be subject to import duties, it does not provide an estimate or clearly explain what the customer should expect to pay before completing the purchase. More frustratingly, Royal Design contacted me approximately seven months after my order was delivered to request reimbursement for import duties they said were mistakenly billed to them because of an issue with FedEx. I was then sent multiple reminders, including threats of debt collection or legal action, for a charge that was never communicated at the time of delivery. Customers should not be expected to calculate international duties themselves or receive an unexpected bill months later because of a billing issue between the retailer and its shipping carrier. At minimum, Royal Design should provide a clear duty estimate at checkout and resolve carrier billing errors promptly, rather than passing the consequences on to the customer long after the purchase.
Hi, We’re sorry for the frustration and uncertainty this situation has caused. We understand that receiving a request for payment approximately seven months after deliver, followed by multiple reminders, created a poor customer experience. The delay was not acceptable, and we also regret that our communication felt threatening rather than helpful. Import duties for U.S. orders are determined and charged by customs, not by Royal Design, which means we cannot always provide an exact amount at checkout. However, we take your feedback seriously that the potential costs and payment process should be explained more clearly before an order is completed. While the import duties remain the customer’s responsibility, the delayed billing and the way the matter was communicated should have been handled better. We are reviewing this process to make the information clearer and prevent customers from facing the same uncertainty in the future. Kind regards, Royal Design
Terrible experience. Royal Design is not transparent about tariff fees! I was hit with threatening emails and a large, extra bill, months after ordering. I have never seen anything like it. Despite what they will reply here, the web site is not clearly labeled. They hide that information. It should be bold and the first thing you see on the main page. Customer service is hard to reach and vague when contacted. I inquired about fees before ordering and the customer service representative should have been honest and said "yes, you will be hit with a bill later." I would never have ordered if I had known I would be charged an additional bill. ALL fees should be included in the price! Pay attention to the reviews. This is a deceptive company.
Hi, We’re very sorry to hear about your experience. Clear information and helpful customer service are extremely important to us, and we’re concerned that you did not feel properly informed before placing your order or supported when contacting us. We have been unable to identify your order based on the information provided in this review. We would therefore appreciate the opportunity to look into what happened and understand where our communication fell short. Please contact our customer service team with your order number and refer to this review, so we can investigate the matter further. Kind regards, Royal Design
Stay away! False advertising! I ordered something from them last December during a special cyber sale. All the materials said that all import fees and tariffs would be paid by them as part of this special offer. I confirmed this over the phone with customer service. They have now sent me several emails demanding various amounts to pay for these fees now —- in July! Several European companies were offering similar deals. I bought sweaters from Ireland, for example, and they have stood by their deal.
Hi! Thank you for your review. We are sorry that your shopping experience did not meet your expectations, and we appreciate your feedback. You can read about our customs fee terms in our terms and conditions on the website. Wishing you a wonderful day! Best regards, RoyalDesign
Top service
I didnt realize they do not pay customs and duties but that the US consumer must after the fact. I was shocked that my items glass wine decanter had a 40% surcharge from fed ex as a result. I went back to their website and their warning is in black and white along with the rest of their website so it's easy to miss if you are not focused on it. Returning is not easy as you have to pay to return vs slapping on a label and they wont provide an estimate. Further you have still deal with Fed ex and i am not even sure how that works on a returned item. They promoted the decanter at 30% off but it turns out it will be more than buying it on a US site at full price. Customer service while understanding had nothing to offer. Their disclaimer should be in red and where it says sales tax it should say customer pays when delivered so you dont miss it. One of the worst experiences ever and i hope to never make this again.
Hi! Thank you for your review. We are sorry that your shopping experience did not meet your expectations. We appreciate your feedback and will of course take it into consideration! Wishing you a wonderful day! Best regards, RoyalDesign
Excellent customer service experience with Royal Design. Their team was very quick to respond, professional, understanding, and genuinely helpful throughout the entire process. They handled my issue efficiently and kept communication clear and friendly at all times. I really appreciate their support and would happily shop with them again. Highly recommended.
Was nervous about ordering after reading reviews here but was unable to find an alternative supplier for the kitchen stools I wanted. Decided to take the risk and very glad I did - items were dispatched promptly, arrived well packaged and easy to assemble. Very happy with quality of products too.
Waited three months for my table to arrive, then it did but with the wrong legs. Now it’s been another two months since the faulty delivery and still don’t have a sign when this problem Will be solved. Have this big table standing in our house that we can’t use.
Hi! Thank you for your review. We regret that your item and experience did not meet your expectations, and we appreciate your feedback. Wishing you a wonderful day! Best regards, RoyalDesign
Nice products but no, I would not buy from Royal Design again. I returned the item on 20th Feb, got a refund today 24th March. They are based in Sweden and the right paperwork wasn’t sent tocustoms. Then they have a 10 day wait policy from receipt of the item to actual refund. What a shame
Hi! Thank you for your review. We regret that your experience did not meet your expectations, and we appreciate your feedback. Wishing you a wonderful day! Best regards, RoyalDesign
I ordered three Quist Candle Holders, totaling 243 USD back in September 2025.Happy with the purchase until March 2026 when I get an invoice from FedEx asking for 152 USD for customs and import duties for the very candle holders. Holy shit! That adds another 62% to what I already paid for the candle holders because they are made in China. When I buy stuff from Royal Design USA, I expect them to have sorted out the customs and import part before selling me things. DO NOT BUY FROM THIS SHOP IF YOU ARE IN THE USA. SCAM.
Hi! Thank you for your review. We regret that your experience did not meet your expectations. We inform all customers this in checkout: All U.S. shipments are subject to applicable duties, taxes, and fees and is not included in your checkout total. The responsibility for these fees rests with the importing client. It is important to note that these fees are charged independently by the shipping carrier (e.g., FedEx) or U.S. Customs authority prior to delivery. We appreciate your feedback. Wishing you a wonderful day! Best regards, RoyalDesign
I would give zero stars if I could. My experience with Royal Design has been a total disaster from start to finish. I ordered a 3-seater sofa, and instead of a professional furniture delivery, they used an economy "kerbside" freight service. FedEx informed me they wouldn't even unload the 100kg shipment unless I got onto the truck and did it myself. I live on a hill with a steep driveway; expecting a customer to perform the manual labor for a massive double-pallet delivery on a main road is not only ridiculous, it’s a massive safety risk. To make matters worse, after the physical struggle of getting the 100kg shipment into my house, I discovered they sent the completely wrong fabric. We ordered "Limited Grey" and received Beige. Because we had already disposed of our old sofa in anticipation of this delivery, we are now forced to use the wrong covers just to have something to sit on. Royal Design clearly prioritizes the cheapest possible logistics over customer safety and order accuracy. I will never be ordering from them again. Avoid this company if you expect even a basic level of professional service.
Hi! Thank you for your review. We regret that your experience did not meet your expectations, and we appreciate your feedback. Wishing you a wonderful day! Best regards, RoyalDesign
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