Everything is different and nothing has changed
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 firstname.lastname@example.org 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 email@example.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 email.
What Payment methods do you accept online?
We currently accept payments for online orders using PayPal, which accepts MasterCard, Visa and AMEX.
Will you offer eye testing?
Yes! We will have optometrists available to test eyes in all our stores. Sign up for our newsletter to be kept in the loop on store opening dates.
What are your frames made out of?
Our frames are made out of the highest quality Italian cellulose acetates or 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.
Do you offer multifocal 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.
What if I have an astigmatism?
No problem. Many of our guests have an astigmatism, and it is no trouble to fill these orders.
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 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.
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.
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.
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 firstname.lastname@example.org. 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.
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. 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 finalizing your order.
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 2 weeks to process, while more customized lenses and prescription sunglasses can take up to 3 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.
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 vertically 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 labeled with a well known brand name.
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 plano lenses that will arrive with the same multicoat 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.
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