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 email@example.com
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.
CAN BAILEY NELSON GET MY PRESCRIPTION FOR ME?
Yes. If you’ve made a purchase in store or online and do not have your prescription on you we are happy to chase it up on your behalf. All we require is your full name, date of birth and address along with the details of your Optometrist. Alternatively, we do offer eye testing within most of our stores and this is bulk billed.
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.
WHAT PAYMENT METHODS DO YOU ACCEPT ONLINE?
We currently accept payments for online orders using VISA, MasterCard, American Express and PayPal.
DO YOU OFFER MULTIFOCAL OR BIFOCAL LENSES?
Yes we do, however these need to be ordered instore 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 firstname.lastname@example.org with your query.
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.
THE WEBSITE ISN'T DISPLAYING PROPERLY, WHAT SHOULD I DO?
Try refreshing the page or visiting the website from a different browser. If you’re still not having any luck please contact us directly via email or phone. We are always happy to answer any product questions or process orders this way. Ultimately, we’d love to see your face in one of our boutiques. A full list of stores can be seen under the 'boutiques' tab.
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 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.
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 email@example.com with your return request and we will organise a reply paid slip through Australia Post for you.
WHAT PRESCRIPTIONS DO YOU COVER?
We can fill all prescriptions but will need to see you in store if your prescription is quite strong. With complex scripts we like to closely assess the frame fit and take some measurements. Please note that progressive lenses are not available for purchase online. Online we currently only offer our standard index lenses. If your script is strong and we think you would benefit from upgrading to thinner lenses we will give you a call before finalising your order.
WHEN WILL MY GLASSES ARRIVE?
Your glasses should arrive in about one week’s time, however each order is made up uniquely with your own prescription so occasionally there can be delays. Polarised prescription lenses are more time-consuming as the lenses need to be ground, and take approximately two weeks. If you have any questions about order timelines or ETA’s please send us an email to firstname.lastname@example.org
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.
CAN I ORDER FRAMES WITHOUT LENSES?
Absolutely. We will happily send you the frame only if you need to have your lenses fitted elsewhere. These will arrive with the same multicoat used on our prescription lenses so they will also look great if you just wear glasses for fashion.
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.
CAN I GET HIGH-INDEX LENSES?
We offer a range of high-index, multifocal and other more complex lenses in all of our boutiques. However for online orders you will only see our standard index lenses and standard polarised prescription lenses available. The reason for this is that we need customers with stronger prescriptions to visit us in store so that we can check the fit and take a couple of measurements. Your eyesight is our number one concern.
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.
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.