Shipping

We offer free shipping for all orders over £20. Expected delivery time varies according to what you have purchased. For any order under £20, we charge a standard shipping cost of £3.

Prescription orders

Your prescription order will be delivered to you within 7-10 working days (Mon-Fri) from the date the order is processed, depending on your prescription and what you've ordered.

Each prescription is reviewed by our online dispensing team before processing to ensure it is correct and in date. If there are any problems, they'll get in touch with you at the email address provided on your order. Incomplete or incorrect information will unfortunately cause delays to our standard shipping times.

Once your items have shipped, you'll receive an email with the parcel tracking number from Royal Mail Tracker 24. While we do our best to ship as soon as possible, our delivery dates are estimates, not guarantees. During peak periods (such as the holiday season) or sale periods, some delays may occur.

Non-prescription orders

Non-prescription optical frames are processed via our optical lab with "real-look" lenses and will be delivered within 7-10 working days.

Non-prescription sunglasses and accessories ship from our warehouse, and will be delivered within 3-5* working days. *There are some instances where we’ll need to request stock from our lab to complete your order. Stock requested from our lab will carry the same lead time as prescription orders.

While we do our best to ship as soon as possible, our delivery dates are estimates, not guarantees. In the event of a stock delay in our warehouse, we'll be in touch as soon as possible with an updated delivery estimate. During peak periods (such as the holiday season) or sale periods, some delays may occur.

Refunds and Returns Policy

Don’t love your Bailey Nelsons? Colour us confused, but understanding. You’re welcome to return any full price, non-consumable item (contacts and lens spray are consumable, for example) that was purchased by you for full price to us within 30 days of when you received them. We’ll refund you the full purchase price as long as the item is undamaged. If that is the case, we’ll also cover any return postage costs from the original address within UK to which the Product was sent if you purchased online, so long as you use our chosen method of shipping. If you are returning a product from outside the UK, then you are responsible for shipping at your own cost and we will only return a product where it arrives undamaged to our returns address. If you’d like to return a product, just head to one of our boutiques or contact hello@baileynelson.co.uk.  

To ensure the integrity of the Product isn’t compromised, we never sell open packets of contact lenses. For that reason, we will only accept returns of contact lenses where the product box is entirely unopened, even if there are smaller boxes inside. If you purchased online, the product box is the first box or container inside the postage box in which the Product is shipped to you.

Where we do issue a refund, it’ll be issued back through the same payment method on which you initially paid for the purchase. Importantly, that means that if you paid for a product using your private health fund, we cannot refund you via any other payment method. If you paid via health fund, or credit or debit card, then we may require that you present your original card in order to issue a refund.

Keep in mind that if the 30 day period has expired, we might still be able to help you out through our Product Warranty or your statutory rights (there’s info on both below!).

In case of a return for multi-pair offers, the promotion or lesser of the two will be refunded.

Sale

For orders placed online - in accordance with UK distance selling rights, we will accept refunds on sale products within 14 days of being received.

For orders placed in store - all sale purchases are final. No refund or exchange applies for change of mind.

Standard manufacturing warranties for product faults apply to all products. Please contact hello@baileynelson.co.uk with any queries.

Product Warranty

We want you to be incredibly happy with any product that you order from BN, but on the off chance that something goes wrong, here’s our warranty policy. We’ll replace or repair any Bailey Nelson Product within one year of purchase where the product is faulty as the result of a manufacturing, material or fitting fault. To conserve resources, we repair products where we can, but it’s up to us. We’ll replace or repair any Product that has become damaged as a result of any manufacturing or material defect in the product, but we will not repair minor damage that occurs as a result of ordinary use (so if you go rock climbing with your specs and get some scratches on the acetate, then chalk that up to adding character — we probably can’t fix it for you). This warranty applies to frames, lenses, chains, cleaning cloths and cases that are sold by Bailey Nelson. It does not apply to cleaning cloths or cases that are provided by us for free with your purchase of another Product, or to any consumable products, including lens sprays.  

To request a warranty replacement, email us at hello@baileynelson.co.uk. Please include your full name and contact details, your order number, a photo of the Product and a description of what the fault or damage you think has happened to it. 

In addition to the above, the Consumer Rights Act protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the Act requires that goods must be fit for purpose, and of satisfactory quality as described. They also have to last for a reasonable period of time. If you would like to enquire about a return, refund or exchange under the Act, email us at hello@baileynelson.co.uk or give us a call.