SHIPPING & RETURNS

WHEN WILL MY ITEMS ARRIVE?

Each pair of glasses is made up for your individual prescription. 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. Contact lenses are ordered as needed with our suppliers, and can take anywhere from 2-7 business days (Mon-Fri) depending on the product and supplier availability. Contact lens powers which are out of stock with the supplier or on back-order will take longer. As we have no control over our supplier stock levels or back-orders, we recommend placing contact lens orders while you still have some supply at home!

Once your items have been shipped you will receive a confirmation email, along with tracking information from Australia Post.

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. 


WHERE DO YOU SHIP TO, AND HOW?

Currently, Bailey Nelson Online ships within Australia only, by Australia Post Express e-Parcel. Shipping within Australia is free for orders over $30. We are also able to ship within Canada, the United Kingdom, and New Zealand; for shipping within these countries, please make your purchase through Bailey Nelson Canada, Bailey Nelson UK, or Bailey Nelson NZ.


WHAT IS YOUR RETURNS POLICY?

We are happy to accept returns for full-price optical and sunglass products at any time in the first 30 days. All you need to do is drop into the boutique where you purchased them, or email info@baileynelson.com.au if you purchased online.

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; please see here for more details.

For hygeine reasons, the Meimask cannot be exchanged or returned for change of mind, only in cases of demonstrable product fault.

Free gifts with purchase must be returned along with the original order for your refund to be fully processed. Where the items are not returned, the value of the free gift will be deducted from the refund applied.


MY FRAMES DON'T FIT PERFECTLY, WHAT SHOULD I DO?

If your frames don’t fit properly or you have any other concerns, feel free to drop into any of our boutiques or email us so we can help - our team are always happy to chat with you and make the necessary adjustments! If you are unable to visit in store, please email info@baileynelson.com.au so that we can advise on options to ensure you get the perfect fit.