Freqently Asked Questions

TWO PAIR OFFER

Purchase two pairs of acetate, steel, or steel combination frames in a single transaction for $300, and any additional pairs in the same transaction for $150 each. Prescription purchases include standard single vision (1.5 index) optical lenses only; the same prescription must be applied to all pairs. Additional costs apply for high index lenses, prescription sun lenses, prescription polarised lenses and lens add-ons. This offer is not available in conjunction with any other offer or discount, and must be applied for the same customer and prescription within the same transaction. See the Terms and Conditions for further detail. Not valid on titanium or titianum combination frames or special ranges.

WHAT IS YOUR RETURNS POLICY?

We have a 30 day exchange/returns policy. 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. 

Please note, change of mind orders must be returned in the same condition it was sent out.

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.

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 patients one Free Eye Exam per year.  Please note that if you have an additional eye exam within the one year, additional eye exams will incur a fee of $30. 

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 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.

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 to achieve the most effective and comfortable outcome for you. 

You can measure your PD here using our online measuring tool.

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 03) 420 0011 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 scratch resistant 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.

Subscriptions

How do I subscribe?

It's super easy! Make sure you have a copy of your current contact lens prescription, then head to your prescribed lens on our website. Choose the "Subscribe every" option, select how often you'd like to purchase, and then follow the prompts from there.

What if I wear two different types of lenses?

No problem, grab your prescription and head to the lens you wear in your right eye. Choose "Subscribe every" and select how often you'd like to purchase, then enter the prescription details for just that eye. Press save to continue shopping, then repeat this process for the lens you wear in your left eye. Our team will double check everything for you, so if there are any problems, they'll be in touch.

Why do I need a contact lens prescription? How do I get it?

Your contact lens prescription is different to your glasses prescription. It contains extra information, like the lens type and size that you need, and it expires every 12 months. It may also be a different strength to your glasses. If you've been fitted for contact lenses, you can request a copy of this prescription from your optometrist. If you haven't, or if you need a checkup, you can book an appointment with one of our friendly optometrists over here (link)

What happens if my prescription changes?

Simply login to your account, and choose "Manage My Subscription > Subscriptions". Cancel the subscription you no longer need, then follow the process above to sign up for a new subscription with your new prescription (we dare you to say that three times fast).

What if I want to buy a different brand to what is listed on my prescription?

You'll need to check in with an optometrist for this - contact lenses have their own unique size and shape, and not all of them may work for you. Our optometrists can check things over for you and update your brand at no cost; if you'd like to visit them, you can book an appointment here (link). You can also check in with your regular optometrist if you prefer.

When will my contact lenses arrive?

Your first order will be reviewed by our team to make sure everything is okay with your prescription, and should ship within 5-7 business days. Each subsequent order is placed once your recurring payment completes, either until your prescription expires or you cancel your subscription. Our usual turnaround time is 5-7 business days after payment, but if there are delays of any kind, our team will be in touch to advise you as soon as possible.

How do I edit my subscription details?

You can update your details through your account - simply log in or register here (link) using the email you made the purchase with and choose "Manage My Subscription". For contact details such as name, phone, and shipping address, choose "Billing Information > Edit". If you change your shipping address less than 48 hours before the shipment of your next order, you will most likely receive your order at your previous order. Please allow us 48 hours to make the shipping address change effective in our systems. To change or update your credit card details, choose "Billing Information". To change your shipping quantity or frequency, choose "Subscriptions". If you need to update your email address, our customer care team can help you out - drop them a message at hello@baileynelson.com.au

I've still got a lot of lenses, can I change the frequency of delivery?

If you don't wear your contacts every day, you can reduce the frequency of your subscription through your online account - just login here (link) and choose "Manage My Subscription". From here you can adjust the delivery frequency for all future orders. You can also delay your next shipment by changing the billing date; this will postpone your recurring charge but won't change how often you are billed - so if you're currently set to 30 days, it will continue every 30 days from the new date you choose.

I'm running out of lenses, can I change the frequency of delivery?

You can opt for more frequent billing through your online account - just login here (link) and choose "Manage My Subscriptions". Our default plans are 30, 45 or 90 days, but if you wear your lenses every day and want uninterrupted coverage, you can choose a more frequent schedule. For daily wearers, we'd recommend billing every 25 days if you use 30 packs, or every 85 days if you use 90 packs. You can also give us a call to talk through your needs, and our team can help work out the best billing cycle for you. We do recommend regular breaks if you wear contact lenses full time; you can read more in "How long should I wear my contact lenses?" below.

How can I suspend or cancel my order?

If you need to pause or cancel your subscription for any reason, simply log in to or register - with the purchase email - your account here (link), and choose "Manage My Subscription", you can then either "Edit" or "Cancel".

How long should I wear my contacts, and how often?

We recommend that you don't wear your lenses for more than 10 hours on any one day - this allows your eyes to breathe and rest. How often you use your contact lenses is up to you, but if you do plan to wear your contact lenses full time, we recommend one full day per week with glasses, again to allow your eyes to breathe and rest. This will ensure that your eyes stay in good health and that you can wear your contact lenses for many years to come.

How much do you charge for delivery?

Nothing at all! Any purchases are shipped to you with tracking, free of charge.

Can I claim my rebate from my private health fund?

This depends on your plan and health fund provider, so it's best to check with them. All purchases will generate an itemised receipt, with our provider number in the top right corner; if your fund does allow you to claim for contact lenses, you can use this to claim back with them.

What if my credit card payment declines?

No problem - we've all been there! Just make sure your card details are up to date, and that the funds are in your account - our payment portal will automatically try again after 3 days, and every 3 days after for a maximum of five attempts. If your card is not able to complete payment after this time, your subscription will be cancelled automatically.

How do I return my order?

Unfortunately, because contact lenses are a medical item, we are not able to accept returns for open boxes, even if the interior packets are still sealed. If you have received the wrong product, please let our team know immediately - they will advise you on how to return it to us and ensure the correct lenses are sent to you as soon as possible. You can get in touch at hello@baileynelson.co.nz For more about shipping and returns, please click here.

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.