Frequently Asked
Questions
Answers to common questions about HanSimon real wood frames, shipping, returns, custom mats, wood finishes, and order support.
How do I open and use my HanSimon frame?
To open and use your frame, follow these simple steps:
- Press the front acrylic sheet gently to open the frame.
- Peel off the protective films on both sides of the acrylic sheet.
- Put the acrylic sheet, the mat, and insert your photo or print and make sure it is centered.
- Press the backboard to close and secure the frame.
- Use the peg stand to display vertically or horizontally.
- Use your nail or hook to hang with the hanging notch.
You can watch our quick guide here:
Watch the video guide
How do I stand the frame on a table or shelf?
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.
How do I hang the frame on the wall?
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.
Can I display the frame vertically or horizontally?
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.
How long does it take to make and ship my frame?
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.
Do you ship internationally?
Yes. We ship worldwide. International delivery times vary by destination.
Will I receive a tracking number?
Yes. As soon as your order leaves our studio, we send a confirmation email with a tracking link.
Can I change my order after placing it?
Can I cancel my order?
What is your return policy?
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.
Can I return a custom or made-to-order frame?
My frame arrived damaged. What should I do?
What if the acrylic sheet is broken?
Do you offer custom mat sizes?
How do I choose the right frame size?
What types of wood do you use?
Will the wood grain look exactly the same as the photos?
Do you offer gift wrapping?
Yes, please leave a note when checking out.
What payment methods do you accept?
We accept credit card, Visa, MasterCard, and American Express and PayPal.
Do HanSimon frames come with a warranty?
How can I contact customer support?
You can contact us through the Contact page or simply email us at [email protected]
