Frequently Asked Questions
How do I send in my prescription?
If you’ve made a prescription purchase online please send us through a copy of your prescription, which includes your full name and the test date and expiry date to hello@baileynelson.com. We will confirm once the prescription has been received and if we require any further information from you we’ll be in touch via either email or phone.
What Payment methods do you accept online?
We currently accept payments for online orders using VISA, MasterCard, American Express, Apple Pay and PayPal.
Do you offer multifocal or bifocal lenses?
Yes we do, however these need to be ordered in-store as we don't currently offer these online. We will need to see you in person to ensure the perfect fit and take the right measurements. Click here to view our locations.
Do you offer eye exams?
Yes! We will have optometrists available to test eyes in all our stores. Click here to book an appointment at any one of our locations.
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.
What if I have an astigmatism?
No problem. Many of our guests have an astigmatism, and it is 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.
Measure your PD here with our online tool.
What is your returns policy?
We are happy to accept returns for full price purchases any time in the first 30 days, and we will provide a full refund. All you need to do is drop us an email hello@baileynelson.com. We can then arrange a Canada Post return slip to get them sent back free of charge (Canada ONLY). If you have any issues with the frames, lenses or any other part of our product, please send an email and we will do our best to sort it out straight away. Note: All sale items are final.
What prescriptions do you cover?
We can fill all prescriptions but will need 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 finalizing your order.
When will my glasses 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. Our optical and prescription sunglass orders take up to 15 business days to complete. Once your glasses have been shipped you will receive a confirmation email, along with tracking information from Canada Post.
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 are vertically integrated. This means we design and manufacture all our own frames, eliminating 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.
Can I order frames without lenses?
Absolutely. We will happily send you the frame only if you need to have your lenses fitted elsewhere. These will arrive 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 email us straight away so we can help. After assessing the situation we will work out the best solution for you.
Can I get high-index lenses?
We offer a range of high-index, multifocal and other more complex lenses in all of our stores. However for online orders you will only see our standard index lenses and standard polarized prescription lenses available. The reason for this is that we need guests 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. 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.
Tell me about your lenses?
We believe in using the finest lenses, and all our standard prescription lenses are 1.50 index multi-coat lenses, which means they are anti scratch and anti reflective. Each pair is fitted by expert technicians and checked 3 times independently to ensure optical quality.