FREQUENTLY ASKED QUESTIONS
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.
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 firstname.lastname@example.org 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 email@example.com 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.
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!
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.
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.
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.
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.
No problem! Many of our customers have a correction for astigmatism, and it is usually no trouble to fill these orders.
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.
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.
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 firstname.lastname@example.org.
We currently accept payments for online orders using Visa, MasterCard, American Express, PayPal and Afterpay.
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.
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.
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.