FREQUENTLY ASKED QUESTIONS
What happened to your London stores?
We’re revitalizing the Bailey Nelson experience and expanding across the UK, starting with two brand new stores in London this year. Our Covent Garden store is now open at 29 Henrietta Street - come say hi!
I purchased glasses at a store that is now closed. How can I exchange, return or fix my glasses?
We're still here for you! We’re sorry to hear you’re not yet satisfied with your purchase – let’s talk. Please get in touch by emailing email@example.com and sending us your name and order details and we will help you out.
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 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 email.
Do you offer varifocal or bifocal lenses?
Yes we do, however, these need to be ordered in store, as we are not able to offer these online. We will need to see you in person to ensure the perfect fit and take the right measurements.
Can I get high-index lenses?
We offer a range of high-index, varifocal and other more complex lenses in all of our stores. However, for online orders, you will only see our standard index lenses and standard polarised prescription lenses available. Your eyesight is our number one concern and for orders with stronger prescriptions we require a visit in store to take a couple of measurements. 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.
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 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 - this means that we usually don't dispense +/- 4 Sphere prescriptions online. Please note that progressive lenses are not available for purchase online.
We currently only offer our standard index lenses online. 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.
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.You can ask your optometrist to include the measurement with your prescription.
Can I order frames without lenses?
Absolutely. We will happily send you the frame only if you need to have your lenses fitted elsewhere.
Can I order frames without a prescription?
Want to wear glasses for the fashion appeal? We totally get it! We offer non-prescription 'plano' lenses that will arrive with the same multi-coat used on our prescription lenses. No one will be able to know our secret!
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. After assessing the situation, we will work out the best solution for you.
What Payment methods do you accept online?
We currently accept payments for online orders using PayPal, which accepts MasterCard, Visa and AMEX.
Do you accept eye care vouchers?
We accept corporate eye care vouchers from Eden Red for eye tests and specs.
When will my glasses arrive?
Each pair of glasses is individually made up for your prescription. Once we have reviewed your prescription and have all the details we need, we can process your order. Most optical orders take around 1 week to process, while more customised lenses and prescription sunglasses can take up to 2 weeks before they are ready to ship out. Once your glasses have been shipped you will receive a confirmation email, along with tracking information which should give an approximate delivery date.
What is your returns policy?
We are happy to accept returns within 30 days, and we will provide a full refund. All you need to do is drop us an email email@example.com. We can then arrange a return slip to get them sent back free of charge. 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.
Do you offer a warranty?
All Bailey Nelson glasses are warranted for one year against manufacturing faults from the date of purchase. We will repair or replace faulty glasses that are covered by your warranty. Proof of purchase must be provided when returning your glasses. Please note that your warranty does not cover general wear and tear such as snapping, cracking, breaking, ripping or stepping on your frames or hinges. Send us an email at firstname.lastname@example.org or call 0203 875 5287 and we can advise further. This policy is in addition to your purchase guarantee under UK law.
Do you offer eye testing?
Yes! We will have optometrists available to test eyes in all our boutiques. Sign up for our newsletter to be kept in the loop on new location opening dates.
How much is an eye test?
We offer private eye exams at £20, and contact lens exams at £40 (including free lens trials and an aftercare appointment). Please note that contact lens examinations are for current contact lens wearers only - if you'd like to have a contact lens appointment with a teach and fit session, please reach out to us to talk to a member of the team.
Why are the glasses so cheap? Am I missing something?
We are very proud of our frames and lenses. We have been able to reduce the cost through our vertical integration. We design and manufacture all our own frames, eliminating the unnecessary parts of the supply chain - new glasses should not cost more than an iPad simply because they are labelled with a well known brand name!
What are your frames made out of?
Our frames are made out of the highest quality Italian cellulose acetates, metal alloys or titanium. Each sheet of acetate is custom made and can take up to 10 weeks to create. All frames are cut individually; this means that every frame is unique in its colouring.
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 scratch resistant and anti-glare. Each pair is fitted by expert technicians and checked 3 times independently to ensure optical quality.
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