FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

 

HOW DO I SEND IN MY PRESCRIPTION?

If you’ve made a prescription purchase online please send us through a copy of your prescription, which includes your full name and the test date and expiry date to online@baileynelson.com.au

We will confirm once the prescription has been received and if we require any further information from you we’ll be in touch via either email or phone.

 

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 placed, which you can use to lodge a claim with your health fund.

 

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

You will receive a tax invoice by email once our team have checked and finalised 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.


WHAT PAYMENT METHODS DO YOU ACCEPT ONLINE?

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

 

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 scripts 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 astigmatism, and it is 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, whether prescription or non-prescription, as we use hardened, anti-reflective coated lenses in all our glasses. For some complex prescriptions, delays can occasionally happen, so if you're concerned about where your glasses are, don't hesitate to get in touch with us! Polarised prescription lenses are more time-consuming as the lenses need to be ground, and take approximately two weeks. Standard polarised sunglasses (no prescription) ship in approximately 2-3 business days.

Please note that our office does not operate on weekend or public holidays; orders placed on these days will not be processed until the following business day. If you have any questions about order timelines or ETA’s please send us an email to online@baileynelson.com.au.

 

WHAT IF I JUST WANT THE FRAMES WITHOUT LENSES?

This isn't a problem! We will happily send you the frame only if you need to have your lenses fitted elsewhere, or are purchasing it as a gift for someone. Please make a note "send frame only" when making your purchase, or send our online team an email at online@baileynelson.com.au

If you're looking at wearing glasses as a fashion accessory, select 'Non-prescription with Anti-Reflective Coating'. These lenses are the same quality as prescription lenses.

 

DO YOU OFFER EYE TESTING?

Yes! We have optometrists available to test eyes across all our boutiques. We bulk bill, so the cost of the test may be covered by Medicare for eligible card holders.

 

DO YOU OFFER ANTIFATIGUE, MULTIFOCAL OR BIFOCAL LENSES?

Yes we do, however these need to be ordered in store as we don't currently offer these online. Our multifocals are high definition individualised free-form multifocals, and pricing starts from $345. We will need to see you in person to ensure the perfect fit and take the right measurements.

If you think you may require another type of more complicated lens just call us directly on 02 9098 9322 or send an email to online@baileynelson.com.au with your query.

 

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.

 

WHAT IS YOUR RETURNS POLICY?

For orders placed online we are happy to accept returns and provide a full refund at any time within 30 days from the date of purchase. All we require is for you to send your order back to us or drop it in store. Returns for online orders are free if you are sending from Australia. All you have to do is send us an email to online@baileynelson.com.au with your return request and we will organise a reply paid slip through Australia Post for you.

 

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

We are very proud of our frames and lenses, the only 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 our standard prescription lenses are 1.50 index multicoat lenses, which means they are anti scratch and anti reflective. Each pair is fitted by expert technicians and checked 3 times independently to ensure optical quality.

 

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 or email us straight away so we can help. After assessing the situation we will work out the best solution for you.