FAQ

Questions and Answers

Below are some of the common questions we get asked, if you do not find an answer please feel free to contact us

General

No, we do not require your photo.

You make beautiful memories when your frame arrives.

Sorry, we do not print the photo - we are a picture mount designer.

Personalisation is written by a computerised pen, just like handwriting beautifully done (as pictured on the website) they are not text print. The special black pen is attached to the machinery. 

Please ensure spelling is correct.

Personalised items are none returnable - includes the names, birth details, dates and special message / quote

Yes - you can use your own wording to replace our standard wording or customise your own on our blank mount in a frame.

Please ensure your wording fits and not too long across the mount - if in doubt please message us first before ordering with your own customisations.

Write your own words in the required message field on the product page.

Also please do mention 'My own text to replace the standard text' in the Note to Azana Photo Frames  - view cart, to checkout.

Yes - go to the top header of the website, hover/click the button [GBP] after the search button.

GBP ~ USD ~ AUD ~ EUR ~ CHF ~ MXN ~ NZD

The price on the product will convert to your choosen currency, unfortunately in the checkout it will convert back to our website currency GBP.

Frame

The frames are measured inside the surround moulding, the glass or picture size not the overall size of the frame.

Our frames are made of recycled polysterene polcore moulded with glass, comes with backing board and sawhook / strut back.

The polcore picture frame mouldings are made from recycled polystyrene, come from waste. Polystyrene has been recycled and reformed to produce 90% of the material that makes up the moulding .... particularly in today’s world.

The matt finishes are pretty impressive and look quite classy.

100% of our frames are manufactured from our supplier in Nottingham - supporting UK business.

We have 5 colours;

Everest black
Everest white
Highland rustic 
Everest beech 
Everest dark oak

Please bear in mind the oak and beech are not real wood, they are the names of each colour.

In inches" - (cm)

9 x 7"  -  (22.8 x 17.8)
12 x 10"  -  (30.5 x 25.4)
16 x 12"  -  (40.6 x 30.5)
20 x 8"  -  (50.8 x 20.3)

Please note we do not make the frames we supply them from our supplier.

Picture Mount

A picture mount is a photo insertion - measure the exact width and length inside a frame not the overall size of the frame.

The picture mount is the same size as the glass size. 

The aperture is an opening for your photograph.

Please bear in mind the aperture are cut smaller than the photo so the photo can sit perfectly behind the mount otherwise it will fall through.
Example - to hold a size 6 x 4" photo, your aperture will be cut 5.5 x 3.5".

We cut any shapes such as landscape, portrait, oval, heart, stars, numbers, animals, characters in any position. 

The mountboard
We use a pure white conservation mountboard, either single or double mounted.

Each board is lignin-free, alkaline-sized, pH neutral and is calcium carbonate buffered to enhance its useful lifespan by minimising the effects of atmospheric pollutants.

The colours
White, Cream, Blue, Black, Pink, Grey. If you have another colour in mind please let us know, we can source it for you.

Yes you can! You can use your own frame or source the frame elsewhere.

You just found a mat designer on here who are happy to design, cut and personalise the mount for you.

Browse our picture mount selection

We also do custom orders - you send us a sketch and we do the rest.

Yes - please provide us the measurements, the overall and any aperture sizes.

The maximum overall cut size - 30 x 43 inches.

Custom Own Design

Yes - please read 'What do I need to do?' 

You may have different designs, apertures, inscriptions and overall sizes that are not displayed on our website. Perhaps for a Wedding, Milestone Birthday, Graduation, Awards or any other upcoming Occasion.

We can draw using path trace, design, cut and personalise using our top of the range computerised mount cutter.

Please read 'What do I need to do?' the next question/Answer

Design your own .... Email your sketch to us and we do the rest!

No need to be artistic! ... simply draw your own design on a piece of paper or on a software programme - send attachment via contact us form 

Be informative - please include the following;

1. Overall mount size (measure the exact width and length inside a frame)
2. Aperture sizes (exact photo size)
3. How many apertures and what position, landscape/portrait
4. Single or double mounted (x2 mountboards adhered)
5. Mount colour(s) - (two colours max)
6. Any inscriptions to personalise (no special characters such as; é è â î or ô ñ ü or ï ç and any other symbols)
7. Draw exactly where you want the apertures and writing

We will do a draft design and send you an attachment of what you think or any adjustment to be made - if you're happy then you're set and ready to order with or without frame. (please see our frame sizes - What frame size do you have?)

Missing information - please message us.

No charge for this service. 

Order

Simply, browse the item you wish to order - if a personalisation is required - it prompt you to input your details in the customisation field then add to the cart, continue shopping for another item or go to checkout to pay.

Depends how many item(s) you wish to buy. One item usually take 10 - 15 minutes to complete - packaging takes more time than the actual order.

If ordering 2 or more the machine will make them all at once which is quicker. We adhere the mounts together then insert it inside the frame to complete the order.

Due to high demand, some items are sold very quickly.

You'll find the message on the product page - Sold out! ... Notify me when this product is available: input your email address, we will notify you as soon as it becomes available.

The reason for this - is because you may have added an item in your cart before when browsing and left the page. You came back to place an order and that item is still in your basket where you left it.

Please ensure you clear the unwanted item(s) from your cart by clicking the remove (X) before making a fresh order.

What are my payment options?

1. We accept American Express, Discover, MasterCard, and Visa/Delta/Electron and PayPal payments.
2. Accelerated checkouts - Mobile - Google Pay / Apple Pay / Shopify Pay / PayPal
3. Bank transfer for offline orders

What is accelerated checkout?
Accelerated or express checkouts save customers payment and shipping information so that returning customers can quickly complete payment for their orders. When a customer returns to a store that offers an accelerated checkout method, their information is automatically filled in at the checkout. 

What is Shopify secure payment?
Shopify is certified Level 1 PCI DSS compliant. As a result, all Shopify online stores are automatically PCI compliant, which ensures our customers have peace of mind when shopping from Azana Photo Frames and makes sure our business comes across as legitimate and safe.  

Helping the environment and think green!
Anything we can do to save paper will help reduce the amount of trash going into landfills, and it will also reduce energy use and pollution associated with manufacturing, transporting, and recycling new paper products.

Yes - Download a PDF invoice link in your order confirmation email - print the invoice yourself.

After your order is completed, you will automatically be sent an "Order Confirmation" email to the email address you entered during checkout or via your mobile.

International order - Paper invoice is included in the package for customs check. The destination country requires it before clearing the goods through customs.

Unfortunately, we do not offer gift wrapping service.

Delivery

We ship to the following;

UK, Includes Northern Ireland and Scottish Islands

UK Additional Delivery Information

Depending on your zip code

Please note - we have disabled shipping to Germany due to German Packaging Law.

EUROPE - estimated delivery,  3 - 7 days (business working days)
UNITED STATES - estimated delivery, 5 - 10 days (business working days)
AUSTRALIA - estimated delivery, 5 - 12 days (business working days)
NEW ZEALAND - estimated delivery, 5 - 12 days (business working days)

International Additional delivery information 

The courier we use is Royal Mail and ParcelForce.

We use TNT or ParcelForce couriers for United States, Europe, New Zealand and Australia.

We use tracked 48 hrs for UK mainland – Monday to Friday (usually received within 2-3 business working days). 
Tracked and signature for international - check how long delivery depends on your zip code.

Yes, tracking numbers are uploaded at the time of dispatch. Tracking numbers are provided in your order dispatched confirmation via email or SMS.

Some tracking requires signature - usually on multiple orders or large packages.

Free on all orders within the UK mainland.

Special Guaranteed Delivery by 1PM Next Day - Order before 2pm to receive by 1pm the following day. Excluding Saturday, Sunday and Bank Holidays.

For international delivery, price may vary - enter your destination zip code and country in the shipping calculator for price. Check it out and remove it anytime.

Saving tips; Order two or more items the shipping is cheaper. By not get two or more in the first place it will cost you double the postage if you're a returning customer to buy another item.

The courier will leave a calling card if a signature is required;

You can either collect in person with your ID at your local sorting office or book online for redelivery (Royal Mail) choose the date you'll be in.

If a signature is not required - it will be left with a neighbour or a safe place. The card will be left in your letterbox to notify you where to locate your parcel.

International delivery - if out, a card will be left for you to contact the courier or book online to redeliver.

Yes - enter the recipient's delivery address into the shipping address fields. The invoice will not be included in the package, a PDF invoice link is provided in your order confirmation email - print the invoice yourself if needed. 

Unfortunately, we do not supply a gift card but can include a small note to say who its from with a message :-)

Please add your message ~ Note to Azana Photo Frames ~ in the checkout.

Yes - enter an alternative delivery address to your billing address. Please ensure that your billing address is where the card is registered. If entering a company delivery address, please make sure the company name is entered into the address fields.

Signature is required.

Returns and Damaged

For a change of mind - Returns must be within 30 days of delivery, please note that you will be responsible for the cost of returning the item to us for a refund. 

We cannot accept returns if an item is personalised and custom made to order.

Once your order has been received in a resalable condition we will issue a refund.

Can happen to anyone - the courier may accidentally drop it or damaged during transit.

Please message us for a replacement - we require your photo evidence so we can send to Royal Mail to claim damage & loss compensation. Without evidence we cannot claim.

Tips - if your order is for a gift, best to order 2-3 weeks early to avoid disappointment. However, we securely packaged the item(s) very well to avoid breakages, if in doubt - see what our customers say ... reviews from UK and overseas customers.  

★ Judge.me Reviews

Let customers speak for us

241 reviews
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Beautiful

These picture frames are beyond perfect for the photo you choose to honor your Angel. They are pure, innocent, and amazing. Highly recommended 💕

Photo Frame

Frame received very quickly and very well packaged. Good quality product now taking pride of place on our lounge wall.

Beautiful

These picture frames are so beautiful, pure, and simple. They are beyond perfect for the gorgeous photo you’re going to fill them with. I bought 8 total from her and gave them to immediate family so they would have something special to hold our Angel Scott 💙 👼🏻

Fab u lous

Fabulous product. Beautifully packaged and totally delighted with it.

Perfect

This picture frame was PERFECT! It is simple, pure and beautiful just like our Angel baby Scott.

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