FREQUENTLY ASKED QUESTIONS

WHAT IS YOUR RETURNS POLICY?

For orders placed in store, we accept returns and exchanges due to change of mind for 30 days from the date of collection (sale items and contact lenses excluded). Please contact the store you purchased at for further details!

For orders placed online, we accept returns and exchanges for 30 days from the date of dispatch (sale items and contact lenses excluded). Returns for online optical and sunglass orders are free for orders that totaled over $30; please email us at info@baileynelson.com.au with your return request and order number, and we will arrange a reply paid return slip for you. 

Please note that all sale items are final. No refund or exchange applies for change of mind (including - but not limited to - colour, size, and/or style changes). Standard manufacturing warranties for product faults apply to all products. Please contact info@baileynelson.com.au with any queries.

Due to supplier restrictions, exchange or refund of contact lenses is limited to unopened boxes only. Contact lenses are not eligible for a reply paid postal slip, and are returned at the buyer's cost; please see here for further details. 

ARE YOU COVERED BY HEALTH FUNDS?

Yes, we are a registered provider with all major private health funds. If you visit us in store please bring your card along so we can process your claim on the spot. If you are purchasing online, you will receive an itemised receipt once your order has been verified and processed, which you can use to lodge a claim with your health fund.

WHAT PAYMENT METHODS DO YOU ACCEPT ONLINE?

We currently accept payments for online orders using Visa, MasterCard, American Express, PayPal and Afterpay.

WHY I HAVEN'T GOT MY HEALTH FUND RECEIPT YET?

You will receive a tax invoice by email once our team have verified your prescription details - usually within 24-48 hours after purchase. To help make this faster, please ensure that any prescriptions you send contain all the information we need: including your optometrist's name, the prescription expiry date, and your pupil distance (PD) measurement. Tax invoices cannot be finalised until all necessary information is received.

WHAT PRESCRIPTIONS DO YOU COVER?

We offer a range of high-index, multifocal and other more complex lenses in all of our boutiques, and a range of single vision lenses online. If you place an order online and we notice your script looks a little more complicated than usual we will be in touch via either phone or email to work out your best option. With complex prescriptions we like to closely assess the frame fit and take some measurements - your eyesight is our number one concern.

WHAT IF I HAVE AN ASTIGMATISM?

No problem! Many of our customers have a correction for astigmatism, and it is usually no trouble to fill these orders.

WHAT IS MY PUPILLARY DISTANCE (PD)?

Pupillary Distance (PD) is the distance between the centre of both pupils in millimetres. The PD is required by our optical technicians to fit your lenses accurately and achieve the most effective and comfortable outcome for you.

WHEN WILL MY GLASSES ARRIVE?

All optical orders will take around 7-10 business days (Mon-Fri), whether prescription or non-prescription, as we use hardened, anti-reflective coated lenses in all our glasses. This is ideal for people who use glasses as a fashion accessory, as they are the are the same quality as prescription lenses, and will offer the same anti-reflective, scratch-resistant treatment.

For some prescriptions, including sunglass orders, the manufacturing process can take up to 14 business days. If you're concerned about where your glasses are, don't hesitate to get in touch with us!

Standard polarised sunglasses (no prescription) ship in approximately 2-3 business days, and contact lenses within approximately 3-5 business days.

WHAT IF I JUST WANT THE FRAMES WITHOUT ANY LENSES?

This isn't a problem! We will happily send you the frame by itself if you need to have your lenses fitted elsewhere, or are purchasing it as a gift for someone. Just make the note "send frame only" when placing your order, or get in touch with us at info@baileynelson.com.au. (Please note: frames without included lenses are subject to local availability, and if the warehouse is out of stock, the order will need to be placed directly with our lab, incurring the turnaround time listed above.

DO YOU OFFER EYE TESTING?

Yes! We have optometrists available to test eyes across all our boutiques. We bulk bill, so the cost of most exams is covered by Medicare for eligible card holders. Please note that Medicare do not cover the optional ultra-wide digital imaging (OPTOS) or contact lens examinations. If you would like more information about costings, or your do not hold a Medicare card, please contact your local boutique - you can find their contact information here

DO YOU OFFER ANTI-FATIGUE, MULTIFOCAL OR BIFOCAL LENSES?

Yes we do. Our multifocals are high definition, free-form multifocals, and pricing starts from $345 including frames. We have several options for anti-fatigue lenses; these start at $295 including frames, as do our bifocals. We will need to see you in person for all these lens types, to ensure that the frame is the perfect fit and to take the right measurements. For this reason, multifocal, anti-fatigue and bifocal orders are not available for purchase through our online store.

If you think you may require another type of lens, or are concerned that your lens is complicated, please call us directly on (02) 9098 9322 or get in touch with our dispensing team at online@baileynelson.com.au.

WHAT ARE YOUR FRAMES MADE OUT OF?

Our frames are made out of the highest quality cellulose acetates or metal alloys. Each sheet of acetate can take up to 10 weeks to create and all frames are cut individually. This means that every frame is unique.

WHY ARE THE GLASSES SO CHEAP? AM I MISSING SOMETHING?

We are very proud of our frames and lenses! The reason they cost less is because we use a new business model to eliminate the unnecessary parts of the supply chain. There is no reason glasses should cost more than an iPad simply because they have a small brand name on the temple.

TELL ME ABOUT YOUR LENSES?

We believe in using the finest lenses, and all of our standard prescription lenses utilise 1.5 index multicoated lenses, meaning they are treated with anti-scratch and anti-reflective coatings. Each pair is fitted by expert technicians and independently checked to ensure optical quality.

HELP! MY FRAMES DON’T FIT PERFECTLY / MY PRESCRIPTION DOESN’T FEEL RIGHT, WHAT SHOULD I DO?

If your frames don’t fit properly or you have any other concerns please call us on (02) 9098 9322 or email us at info@baileynelson.com.au so we can help! After assessing the situation, our team will work out the best solution for you.