FREQUENTLY ASKED QUESTIONS

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!

WHY IS MY CONTACT LENS PRESCRIPTION IMPORTANT?

Contact lenses differ from glasses because they sit directly in your eye rather than over it. Because of this, each contact lens brand has a unique size and curvature, and you may notice that your optometrist tries a few brands to see which works best for you. It is also very common for the contact lens strength to differ slightly from the glasses strength, again because of where the contact lens sits when you are wearing it.

Owing to the unique design of contact lenses, it is very important that you only purchase and wear the lens that has been prescribed to you, and follow the recommendation of your optometrist at all times. For more information, please check our contact lens info.

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. Note that health fund claims are limited to prescription items only; see the Terms and Conditions for more details.

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 contact lens examinations, and some charges may apply for contact lens wearers. 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, ZipPay 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.

Subscriptions

How do I subscribe?

It's super easy! Make sure you have a copy of your current contact lens prescription, then head to your prescribed lens on our website. Choose the "Subscribe every" option, select how often you'd like to purchase, and then follow the prompts from there.

What if I wear two different types of lenses?

No problem, grab your prescription and head to the lens you wear in your right eye. Choose "Subscribe every" and select how often you'd like to purchase, then enter the prescription details for just that eye. Press save to continue shopping, then repeat this process for the lens you wear in your left eye. Our team will double check everything for you, so if there are any problems, they'll be in touch.

Why do I need a contact lens prescription? How do I get it?

Your contact lens prescription is different to your glasses prescription. It contains extra information, like the lens type and size that you need, and it expires every 12 months. It may also be a different strength to your glasses. If you've been fitted for contact lenses, you can request a copy of this prescription from your optometrist. If you haven't worn contacts, or if you need a checkup, you can book an appointment with one of our friendly optometrists.

What happens if my prescription changes?

Simply login to your account, and choose "Manage My Subscription > Subscriptions". Cancel the subscription you no longer need, then follow the process above to sign up for a new subscription with your new prescription (we dare you to say that three times fast).

What if I want to buy a different brand to what is listed on my prescription?

You'll need to check in with an optometrist for this - contact lenses have their own unique size and shape, and not all of them may work for you. Our optometrists can check things over for you and update your brand; if you'd like to visit them, you can book an appointment here (please note that this appointment is not covered by Medicare, and a $30 refit fee will apply). You can also check in with your regular optometrist if you prefer.

When will my contact lenses arrive?

Your first order will be reviewed by our team to make sure everything is okay with your prescription, and should ship within 5 business days. Each subsequent order is placed once your recurring payment completes, either until your prescription expires or you cancel your subscription. Our usual turnaround time is 3-4 business days after payment, but if there are delays of any kind, our team will be in touch to advise you as soon as possible.

How do I edit my subscription details?

You can update your details through your account - simply log into your account here and choose "Manage My Subscription". For contact details such as name, phone, and shipping address, choose "Billing Information > Edit". To change or update your credit card details, choose "Billing Information". To change your shipping quantity or frequency, choose "Subscriptions". If you need to update your email address, our customer care team can help you out - drop them a message at contacts@baileynelson.com.au

I've still got a lot of lenses, can I change the frequency of delivery?

If you don't wear your contacts every day, you can reduce the frequency of your subscription through your online account - just login here and choose "Manage My Subscription". From here you can adjust the delivery frequency for all future orders. You can also delay your next shipment by changing the billing date; this will postpone your recurring charge but won't change how often you are billed - so if you're currently set to 30 days, it will continue every 30 days from the new date you choose.

I'm running out of lenses, can I change the frequency of delivery?

You can opt for more frequent billing through your online account - just login here and choose "Manage My Subscriptions". You can also give us a call to talk through your needs, and our team can help work out the best billing cycle for you. We do recommend regular breaks if you wear contact lenses full time; you can read more in "How long should I wear my contact lenses?" below.

How can I suspend or cancel my order?

If you need to pause or cancel your subscription for any reason, simply log in to your account here, and choose "Manage My Subscription", you can then either "Edit" or "Cancel".

How long should I wear my contacts, and how often?

We recommend that you don't wear your lenses for more than 10 hours on any one day - this allows your eyes to breathe and rest. How often you use your contact lenses is up to you, but if you do plan to wear your contact lenses full time, we recommend one full day per week with glasses, again to allow your eyes to breathe and rest. This will ensure that your eyes stay in good health and that you can wear your contact lenses for many years to come.

How much do you charge for delivery?

Nothing at all! All purchases over $30 are shipped to you free of charge.

Can I claim my rebate from my private health fund?

This depends on your plan and health fund provider, so it's best to check with them. All purchases will generate an itemised receipt, with our provider number in the top right corner; if your fund does allow you to claim for contact lenses, you can use this to claim back with them.

What if my credit card payment declines?

No problem - we've all been there! Just make sure your card details are up to date, and that the funds are in your account - our payment portal will automatically try again after 3 days, and every 3 days after for a maximum of five attempts. If your card is not able to complete payment after this time, your subscription will be cancelled automatically.

How do I return my order?

Unfortunately, because contact lenses are a medical item, we are not able to accept returns for open boxes, even if the interior packets are still sealed. If you have received the wrong product, please let our team know immediately - they will advise you on how to return it to us and ensure the correct lenses are sent to you as soon as possible. You can get in touch with them at contacts@baileynelson.com.au. For more about shipping and returns, please click here.

My question isn't answered here. Who should I talk to about my order?

If you have any questions, concerns, or just need some information, you can get in touch with us at info@baileynelson.com.au