FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

 

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 dispatch, with the exception of certain sale items - the returns policy for these can be found on the individual product pages. Returns for online orders are free if you are sending from within Australia; please send us an email to info@baileynelson.com.au with your return request and we will organise a reply paid slip through Australia Post for you. 

Please note, 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.

 

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.

 

WHAT PAYMENT METHODS DO YOU ACCEPT ONLINE?

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

 

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 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 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.

 

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 info@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 get in touch with us at info@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, and will offer the same anti-reflective, scratch-resistant treatment.

 

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 in most cases is covered by Medicare for eligible card holders.

 

DO YOU OFFER ANTI-FATIGUE, MULTIFOCAL OR BIFOCAL LENSES?

Yes we do. Our multifocals are high definition individualised 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 to purchase through our online store.

If you think you may require another type of lens, or are concerned that your lens is complicated, please call us directly on (02) 9098 9322 or get in touch with our dispensing team at online@baileynelson.com.au.

 

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.

 

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.

 

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 anti-scratch and anti-reflective coatings. Each pair is fitted by expert technicians and independently checked 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 us on (02) 9098 9322 or email us at info@baileynelson.com.au so we can help! After assessing the situation we will work out the best solution for you.