FAQ

WHAT IS YOUR RETURNS POLICY?

For orders placed online we are happy to accept returns and provide a full refund at any time within the first 30 days. All we require is for you to send your order back to us or drop it in store. All you have to do is send us an email to hello@baileynelson.co.nz with your return request and we will organise the refund 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 hello@baileynelson.co.nz with any queries.

WHAT IS INCLUDED IN THE PRICE LISTED?

The listed price for Optical frames includes a 1.5 index prescription lens with anti-reflective and scratch resistant coatings.

The listed price for Sunglasses includes standard polarised lenses. Polarised prescription lenses in Sunglasses is an additional cost. Tinted, Non-Polarised prescription lenses are free with any optical lenses purchased.

DO YOU OFFER DIFFERENT STYLES IN YOUR STORES?

Yes! We have additional styles and colour options in our boutiques and we encourage you visit us to see our full range. We love to assist our customers in finding the perfect frame for your prescription, face shape and fashion sense. We are here to help, and we love doing so!

Curious if the style of your choice comes in a certain colour? Please send us an email at hello@baileynelson.co.nz or call your local store.

HOW DO I SEND IN MY PRESCRIPTION?

If you’ve made a prescription purchase online, please send us a copy of your prescription to hello@baileynelson.co.nz

We will confirm once the prescription has been received. 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 you do not have your prescription handy, we are happy to request it on your behalf. All we require is your full name, date of birth and address, along with the details of your Optometrist. Alternatively, we offer free eye exams and if you would like a full comprehensive exam with retinal photography, OCT scanning and OPTOS imaging they are $60 (in Ponsonby, High Street, Willis Street and Riccarton).

DOES BAILEY NELSON USE AFTERPAY?

Absolutely! We have AFTERPAY in every store! All you need to do is download the AFTERPAY APP and bring in your unique code to use in store. Speak to our wonderful staff in one of our stores or speak to our customer care team hello@baileynelson.co.nz

ARE YOU COVERED BY HEALTH INSURANCE PROVIDERS?

Yes, we work with a majority registered health insurance providers. We offer Southern Cross on the Spot Claims in store. Too Easy! If you are purchasing online or in-store, just ask us for a GST receipt so you can claim with your Health Insurance provider directly.

DO YOU OFFER EYE TESTING?

At Bailey Nelson we are passionate about eyes and believe everyone is entitled to healthy eyes and great vision. For this reason, we offer all of our first time patients a free Eye Exams, including Retinal Photography - where available.

We also offer a range of additional services such as OCT scans, OPTOS wide field retinal photography and contact lens consultations for an additional fee where these are requested by our patients or recommended by our Optometrists.

You can learn more here: Bailey Nelson Eye Test

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 PRESCRIPTIONS DO YOU COVER?

We can fill all prescriptions, but do prefer 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 and Progressive lenses are more time-consuming, as the lenses need to be grinded, and take approximately two weeks. If you have any questions about order timelines or ETA’s please send us an email to hello@baileynelson.co.nz

DO YOU OFFER CONTACT LENSES?

Contact lenses are only available online and through our boutiques. We can arrange a time for you to see on of our optometrist for a trial pair of contact lenses to find the best fit and style for you and your prescription. You can book your appointment online, just add a note saying you want contact lenses!

DO YOU OFFER PROGRESSIVE OR BIFOCAL LENSES?

Yes, we do. We offer high-definition individualised free-form multifocals from $415, however, these types of lenses cannot be purchased online. We will need to see you in person to ensure the perfect fit and to take the right measurements.

If you think you may require another type of lens, just call us directly on 09) 489 5271 or send an email to hello@baileynelson.co.nz with your query.

WHAT IF I HAVE AN ASTIGMATISM?

No problem! Many of our customers have an astigmatism, and it is no trouble to fill these orders. If your astigmatism is quite strong, your lens may require custom grinding, which involves additional costs. Please speak to your local store to gather more information.

DO YOU OFFER BLUE LIGHT FILTER ON YOUR LENSES?

How much time do you spend scrolling, chatting, sharing and watching on a screen?
Light is healthy for our eyes. But the amount of blue light emitted by digital devices… Not so much. That’s why we offer Blue light Filter!
Blue light lenses filter cuts out the light that our eyes can not block out on their own, reduce eye strain and fatigue and can even help you sleep better.
Blue light is actually more harmful than UV, penetrating the back of the eye and causing eye strain (which can lead to permanent damage).

WHAT ARE YOUR FRAMES MADE OUT OF?

Our frames are made of the highest quality cellulose acetate. 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 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.

TELL ME ABOUT YOUR LENSES?

We believe in using the finest lenses with all the additional options as standard, not extras. We use 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 exacting optical quality.

CAN I GET HIGH-INDEX LENSES?

We offer a range of high-index, progressive 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 encourage all 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.

CAN I ORDER FRAMES WITHOUT LENSES?

Absolutely. We will happily send you the frame only if you need to have your lenses fitted elsewhere. We can also create your frames 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.

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.

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 stores.