FAQ

Frequently Asked
Questions

Answers to common questions about HanSimon real wood frames, shipping, returns, custom mats, wood finishes, and order support.

How to Use

To open and use your frame, follow these simple steps:

  1. Press the front acrylic sheet gently to open the frame.
  2. Peel off the protective films on both sides of the acrylic sheet.
  3. Put the acrylic sheet, the mat, and insert your photo or print and make sure it is centered.
  4. Press the backboard to close and secure the frame.
  5. Use the peg stand to display vertically or horizontally. 
  6. Use your nail or hook to hang with the hanging notch.

You can watch our quick guide here:
Watch the video guide

For frames that include a peg stand, insert the peg into the back of the frame to display it on a desk, shelf, nightstand, or tabletop.

The peg can be used for both vertical and horizontal display, depending on your photo orientation.

When the peg is not in use, keep it stored neatly in the back of the frame.

Use your own nail, hook, or wall hardware that is suitable for your wall type. Hang the frame securely using the hanging point on the back.

For larger frames, we recommend using proper wall anchors or professional installation for safer display.

Yes, many HanSimon frames can be displayed either vertically or horizontally. Use the peg stand for tabletop display, or hang the frame on the wall according to your preferred photo orientation.

Please check the product details for your selected size, as larger frames may be designed for wall display only.

Orders & Shipping

Each HanSimon frame is hand-finished after your order is placed. Most pieces are crafted within 2-4 business days, then carefully packed and shipped.

Yes. We ship worldwide. International delivery times vary by destination.

Yes. As soon as your order leaves our studio, we send a confirmation email with a tracking link.

Order Changes
We can usually adjust size, wood type, or mat details within 12 hours of your order being placed.
Orders can be cancelled within 12 hours of purchase for a full refund.
Returns & Exchanges

We don’t accept returns, but we want you to be 100% satisfied with your purchase. Let us know and we’ll make it right.

Custom mats and made-to-order sizes are not eligible for return unless damaged or incorrect.
Damaged Items
Please email us within 7 days of delivery with your order number and clear photos.
Send us photos and we will ship a replacement frame right away at no cost.
Custom Mats & Sizing
Yes. We cut custom mats to fit photographs of many sizes.
Match the frame opening to your print size, or size up and add a mat for a calmer look.
Wood & Craftsmanship
We work with walnut, teak, and beech.
Real wood has natural variation in grain and tone, which is part of its quiet beauty.
Gifts & Payments

Yes, please leave a note when checking out.

We accept credit card, Visa, MasterCard, and American Express and PayPal.

Warranty & Support
We stand behind the quality of our frames. Contact us if you experience a manufacturing issue.

You can contact us through the Contact page or simply email us at [email protected]

Support

Still need help?

If you are unsure about sizing, custom mats, wood finishes, or your order, send us a message. We are happy to help you choose with care.