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 to firstname.lastname@example.org. 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.
CAN BAILEY NELSON GET MY PRESCRIPTION FOR ME?
Yes. If you’ve made a purchase in store or online and do not have your prescription on you we are happy to chase it up on your behalf. All we require is your full name, date of birth and address along with the details of your Optometrist. Alternatively, we do offer eye testing within most of our stores.
DO YOU ACCEPT EYE CARE VOUCHERS?
Yes, we accept EdenRed Vouchers. We accept these vouchers for both eye-test and prescription glasses.
ARE YOU COVERED BY HEALTH FUNDS?
Absolutely! All our lenses are installed and checked by qualified and experienced optical dispensers here in the United Kingdom. Please note: There are some variations as to eligibility and claim amount, depending on your health fund policy depending on your health fund policy and we are unable to accept NHS vouchers. If you are purchasing online just send us an email to email@example.com to request an authorised receipt to make a claim from your health fund.
CAN I GET HIGH-INDEX LENSES?
You sure can! We offer a range of high-index, progressive [multi-focal] and other more complex lenses in all of our boutiques. Frames are fun, but lenses are a serious business and we need to get it right. For this reason, we have to 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. 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. Note: More complex lenses do attract an incremental cost .
DO YOU OFFER EYE TESTING?
Yes! We have optometrists available to test eyes in our Spitalfields and Canary Wharf stores. A professional eye test costs £20 but you may be able to claim this back via your healthcare or employer.
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 boutiques. A full list of stores can be seen here http://www.baileynelson.co.uk/boutiques.html
WHAT ARE YOUR FRAMES MADE OUT OF?
Our frames are made out of the highest quality Italian 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.
WHAT IF I HAVE AN ASTIGMATISM?
No problem. Many of our customers have 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.
WHAT PRESCRIPTIONS DO YOU COVER?
We can fill all valid prescriptions but do prefer to see you in store if your prescription is quite strong. Most prescriptions in the UK require renewal every two years. 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?
Please allow 1-2 weeks for your specs, if picking up from store. Postage obviously takes longer. In addition to our production lead time, typical UK delivery is within seven days and not more than three weeks. If you have any questions about order timelines or ETA’s please send us an email to firstname.lastname@example.org
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.
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. Please note that lead time for just frames with plano lenses is still 1-2 weeks.
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.
DO YOU OFFER MULTIFOCAL OR BIFOCAL LENSES?
Yes absolutely, but not online. We offer high definition individualised free-form multifocals however, these types of lenses cannot be purchased online. For these multifocal or high-index lenses, we need to take a number of extra measurements to ensure the perfect fit. If you think you may require another type of more complicated lens just call us directly on 020 3289 0265 or send an email to email@example.com with your query.
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 multi-coat lenses, which means they have anti-scratch, anti-glare and anti-reflective coatings. Each pair is fitted by expert technicians through our laboratory in Gloucestershire, and checked 3 times independently to ensure exacting optical quality. Our suppliers provide lenses to Optometrists throughout the United Kingdom
SHIPPING & RETURNS
We offer FREE shipping in the UK to receive your online order. You will receive a confirmation email once your glasses are on it's way to you. At the moment we unfortunately do not offer shipping outside of the UK.
WHEN WILL MY GLASSES ARRIVE?
Each pair of glasses is made up for your individual prescription. Depending on the complexity of the lens they will take 1-2 weeks to build, then we'll ship them straight to you or nominated store for pick-up. Once your glasses have shipped you will receive a confirmation email. If you would prefer to pick up in store so that we can check and adjust your frame (which we highly recommend!) you can select pick up options at checkout.
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 60 days. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. All we require is for you to send your order back to us or drop it in store and we can take it from there. To return your product, you should mail your product (including a receipt / proof of purchase) to: Bailey Nelson, 36 Putney High Street, London, London, SW15 1SQ, United Kingdom. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you purchase in store we assume that you like what you see. We can refund a frame that is in as-new condition, though lenses are product bespoke to you. We do not refund the cost of lenses for in store purchases. More importantly, if there is ever any issue with your Bailey Nelson’s let us fix it! Frames, lenses or any other part of our product, please call us or send an email and we will do our best to sort it out straight away.
MY FRAMES DON'T FIT PERFECTLY, WHAT SHOULD I DO?
If your frames don’t fit properly or you have any other concerns please ring or email us straight away so we can help. Links to each of our locations are above, and we are always happy to help in-store. If this is not convenient please call us on 020 3289 0265 and we will advise on options to ensure you get the perfect fit.
You will receive a text and an email confirmation as soon as your glasses are ready for collection or to ship. Please be sure you have given us legible, accurate contact details.
The great thing about choosing a high quality product like ours is that we can adjust it to specifically fit your gorgeous head shape. We can obviously only do this in store and you’re more than welcome to call in as many times as you like to make sure it’s perfect. Or just drop in to chat frames. We love to chat frames.
(If you can’t get to one of our stores, you can drop into any optometrist to have the fit tweaked. Some of them may charge for this service, though you should judge them harshly for this, it’s easy + it gives them the chance to work with a decent product for a change)
We do not mass produce! Which is super cool, though, it does mean there is a limited number of each frame. All orders are subject to availability, frames are not reserved. On rare occasions we may run out of stock on a frame. In these circumstances, we will notify you by phone or email in advance and offer a choice of substitute or a full refund.
We are not about “upselling”, we help to guide you on a lens choice that represents the best value. If you elect thinner lenses; please understand that the thickness of the lens is still contingent on your prescription. Your eyes are YOUR eyes and if those eyes need a high prescription we cannot guarantee there will be no lens visible at the side of your frame. For high prescriptions choosing a frame with the appropriate lens size will make a substantial difference to the amount of lens that may show. Please ask for guidance in store, if you are unsure.