Shipping & Returns Policies
Here at Bailey Nelson, we aim to deliver your shiny new specs as quickly as possible, and we have a trusted process that aims to get your new peepers in your hands quicker than you can say ‘Optometrist’. Naturally, delivery times can vary depending on your prescription and the contents of your order.
We’ve got you covered with free shipping on all glasses, sunglasses and accessories orders over $100. For anything under $100, we charge a small standard shipping rate of $10.
Get free delivery on contact lens orders over $70. For anything under $70, we charge a small standard shipping rate of $10.
All shipping costs are inclusive of duties and taxes.
For orders sent via Australia Post we can send to P.O. mailboxes.
Please contact our customer service representatives if you have any questions or concerns regarding your order at email@example.com.
If you reside outside Australia, please see international contact details here. We currently ship within Australia for purchases made on the Australian website. We do also ship within New Zealand (for purchases made on baileynelson.co.nz), Canada (for purchases made on baileynelson.com), and the United Kingdom (for purchases made on baileynelson.co.uk)
Prescription glasses orders will be ready within approximately 7-10 business days from order placement, depending on your prescription and the contents of your order. Once your glasses are ready they will then be shipped out from our fulfilment centre to your nominated address (see below for current delivery times from our fulfilment centre).
Each prescription is reviewed by our online dispensing team to ensure it is correct and in-date. If there are any queries, they'll get in touch with you at the email address provided on your order.
Non-prescription glasses orders for optical frames are processed via our optical lab with "real-look" lenses and will be ready in approximately 7 business days. They will then be shipped out from our fulfilment centre to your nominated address (see below for current delivery times from our fulfilment centre).
Non-prescription sunglasses and accessories ship from our Sydney warehouse. They will be fulfilled in approximately 2-3 business days and then shipped out to your nominated address (see below for current delivery times from our fulfilment centre).
Contact lens orders will typically take between 3-7 business days to be delivered from the time the order has been fulfilled by the supplier. Please note that orders are dispatched directly from our suppliers to your nominated address.
Please see below the current shipping times from our NSW fulfilment centre:
NSW: 2-5 business days
VIC / QLD / SA / TAS: 3-5 business days
WA / NT: 6-8 business days
Once your items have been preened, prepped and are ready to ship, we will send you an email with the tracking number from Australia Post or Toll, depending on the chosen delivery service. During peak periods (such as Christmas) or sale periods, some delays may occur. Please use your tracking number provided in your confirmation email to check the status of your order, for any questions you can reach our customer service team at firstname.lastname@example.org.
Australia Post Tracking link here.
Toll Tracking link here.
Quality that we’re proud of
All our frames and lenses are manufactured with exacting international standards. If within 1 year of purchase your glasses have any defects relating to material or production faults, we will repair or replace a like-for-like pair for you.
Custom-made just for you
Each of our prescription products is custom made just for you, and we tailor our experience to help you find the perfect pair. With that in mind, all custom prescription products are final sale. Vision is our top priority, so if you are concerned with your lenses, we will ensure to remake these for you from 30 days of purchase.
Confident in multifocals
We want you to be 100% confident and comfortable in our high-quality multifocal lenses, so we will provide a 30-day customer satisfaction guarantee and remake your lenses if required from date of collection.
Forever looking good and fitting well
You can always come in to have your frames adjusted or professionally cleaned. This service is complimentary for the life of your glasses.
Kids Collection - Returns Policy
Bailey Nelson is committed to ensuring your child's visual clarity. If your child experiences changes to their prescription within three (3) months of the initial purchase, we will replace the lenses free of charge. To qualify for this guarantee, the customer must provide a valid prescription issued by a Bailey Nelson optometrist or their prescribing Ophthalmologist, dated within the specified three-month period.
Our Kids frames are backed by a 12-month manufacturing warranty, commencing from the date of purchase. This warranty covers defects in materials and workmanship. If any defects arise during this period, Bailey Nelson will repair or replace the frame or components at no cost to the customer, subject to reasonable wear and tear.
Kids frames are covered by the same 12 month manufacturer’s warranty as all our glasses. In addition to this, since we know that kids can be more likely to lose or break their glasses, we are excited to offer 50% off replacements for kids frames within 12 months of purchase. This coverage extends to the following instances:
- Lost Glasses: If your child's glasses are lost, you can receive a 50% discount on the replacement glasses.
- Broken Glasses: If your child's glasses accidentally break within 12 months, you are eligible for a 50% discount on the replacement glasses.
- Scratched Lenses: If the lenses of your child’s glasses become scratched, we offer a 50% discount on replacement lenses within 12 months of purchase.