FREQUENTLY ASKED QUESTIONS

IMPORTANT INFORMATION FOR BN x I LOVE UGLY

Our collaboration with I Love Ugly is super exciting and strictly limited! These frames won't be produced again once they sell out, so if you're thinking of buying one, we recommend you snap it up quickly.90

The BN x ILU collection will be available exclusively online from 2pm February 28, 2019 and in selected stores from March 1, 2019. You can purchase yours here through our web store, or in the following Australian stores. Please contact your chosen store prior to purchase to confirm stock levels.

NSW: Bondi Junction, Byron Bay, Charlestown, George St, Newtown
VIC: Chadstone, Chapel St, Fitzroy, Highpoint 
QLD: Edward St, James St, Pacific Fair
SA: Rundle Mall
WA: Claremont

WHEN WILL MY GLASSES ARRIVE?

Each pair of glasses is made up for your individual prescription where required. Once we have reviewed your prescription and have all the details we need, we can process your order. Most optical orders take 7 - 10 business days (Mon-Fri) to process, while more customised lenses and prescription sunglasses can take up to 14 business days. Standard delivery times can also be found in your purchase confirmation. Once your glasses have been shipped you will receive an email with tracking information from Australia Post.

If you have chosen to collect your order from store, please note these items are sent from our warehouse and are not available for immediate collection. The team at your chosen store will be in touch as soon as your order is available to collect.

Disclaimer - all delivery dates are estimates only, not guarantees, and assume that the customer has given full information (correct customer info, valid prescription, PD, doesn't need a lens upgrade), AND that no delays occur at the lab end. Missing information will trigger delays.

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. 

HOW DO I CARE FOR MY NEW GLASSES?

We recommend always keeping your glasses or sunglasses in their protective case when you are not wearing them, to ensure they remain undamaged and scratch-free. Whilst our glasses are treated with a scratch-resistant coating, they are not scratch-proof, so please use caution and common sense when taking them on adventures! Our lenses should be cleaned with the included microfibre cloth or a lens-safe spray; don't use towels, t-shirts or other fabrics, as these are can be abrasive to the anti-reflective coating and may cause rubbing marks or scratches over time.

You may notice that your glasses start to become loose with wear - this is perfectly normal, so don't panic! Simply pop into your local BN boutique, and the team will be able to tighten any loose screws and re-adjust the frame to sit perfectly on your face. If you're not local to a Bailey Nelson, most optometrists are also happy to do this, so have a quick chat with your regular provider to see if they can help you out.

Some materials are corrosive and will damage your glasses if exposed to them; we advise you to keep your glasses away from these at all times. These include chlorine-treated water or salt-water (don't wear them in the pool or the ocean!), aerosol sprays such as hair spray, paints and solvents. If any of these substances do touch your lenses, clean them with the microfibre lens cloth and a lens-safe spray as soon as possible. Extreme heat or cold may also cause lens or frame warping, so we recommend keeping your glasses with you, especially on very hot days, rather than leaving them in the car!

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.

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.

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 get in touch with our dispensing team at info@baileynelson.com.au.

WHAT PAYMENT METHODS DO YOU ACCEPT ONLINE?

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

WHAT ARE YOUR FRAMES MADE OUT OF?

Our frames are made out of the highest quality cellulose acetates, metal alloys, or titanium. 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.

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 scratch-resistant and anti-reflective coatings. Each pair is fitted by expert technicians and independently checked to ensure optical quality.

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.