FAQs

Please note we are experiencing higher than usual delays in production and our response times. While our Retail stores are temporarily closed, our Online store remains open. Our lab is operating at full capacity, however due to the disruptions in global flight routes there may be delays in order fulfillment. We appreciate our patience and understanding.

Each pair of glasses is made up for your individual prescription where required. Once we have reviewed your prescription and have all the details we need, we can process your order. Most optical orders take 7 - 10 business days (Mon-Fri) to process, while more customised lenses and prescription sunglasses can take up to 14 business days. Standard delivery times can also be found in your purchase confirmation. Once your glasses have been shipped you will receive a confirmation email, along with tracking information which should give an approximate delivery date. For orders outside the UK, please allow an additional 3 - 10 days for shipping.

If you have chosen to collect your order from store, please note these items may not be available for immediate collection. We will be in touch as soon as your order is available to collect.

Disclaimer - all delivery dates are estimates only, not guarantees, and assume that the customer has given full information (correct customer info, valid prescription, PD, doesn't need a lens upgrade), AND that no delays occur at the lab end. Missing information will trigger delays.

For orders placed in store, we accept returns and exchanges due to change of mind for 30 days from the date of collection (sale items and contact lenses excluded). Please contact the store you purchased at for further details.

For orders placed online, we accept returns and exchanges for 30 days from the date of dispatch (sale items and contact lenses excluded). Returns for online optical and sunglass orders are free within the UK for orders that totaled over £20; please email us at hello@baileynelson.co.uk with your return request and order number, and we will arrange a reply paid return slip for you (UK only). Any international returns postage must be covered by the customer.

Boxing Day Sale - No refund or exchange applies for change of mind (including, but not limited to - colour, size, and/or style changes). Non prescription products are however covered under the consumer distance selling rights and are able to be returned within 14 days from receiving the order. Standard manufacturing warranties for product faults apply to all products. Please contact hello@baileynelson.co.uk with any queries.

Due to supplier restrictions, exchange or refund of contact lenses is limited to unopened boxes only. Contact lenses are not eligible for a reply paid postal slip, and are returned at the buyer's cost; please see here for further details. 

Yes! We have optometrists available to test eyes in both our boutiques. We offer FREE private eye exams. Contact lens exams are £30 (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 tech and fit session, please reach out to us to talk to a member of the team. 

No, but our eye tests are free!

No problem! Many of our customers have a correction for astigmatism, and it is usually no trouble to fill these orders.

We offer a range of high-index, varifocal and other more complex lenses in all of our boutiques, and a range of single vision lenses online. If you place an order online and we notice your script looks a little more complicated than usual we will be in touch via phone or email to work out your best option. With complex prescriptions we like to closely assess the frame fit and take some measurements - your eyesight is our number one concern.

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 using our online tool.

>Blue Light Filter lenses provide protection from blue light (HEV) from digital screens and the sun. This can reduce dryness when working regularly with technology screens. You can add BLF to any optical glasses for £20.

Yes we do. Our varifocals are high definition, free-form varifocals, and pricing starts from £215 including frames. We have several options for anti-fatigue lenses; these start at £185 including frames, as do our bifocals. We will need to see you in person for all these lens types, to ensure that the frame is the perfect fit and to take the right measurements. For this reason, varifocal, anti-fatigue and bifocal orders are not available for purchase through our online store.

If you think you may require another type of lens, or are concerned that your lens is complicated, please call us directly on 0203 875 5287 or get in touch via email at hello@baileynelson.co.uk.

We believe in using the finest lenses, and all of our standard prescription lenses utilise 1.5 index multicoated lenses, meaning they are treated with scratch-resistant and anti-reflective coatings. Each pair is fitted by expert technicians and independently checked to ensure optical quality.

Our frames are made out of the highest quality cellulose acetates, metal alloys, or titanium. 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.

We are very proud of our frames and lenses! The 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.

We recommend always keeping your glasses or sunglasses in their protective case when you are not wearing them, to ensure they remain undamaged and scratch-free. Whilst our glasses are treated with a scratch-resistant coating, they are not scratch-proof, so please use caution and common sense when taking them on adventures! Our lenses should be cleaned with the included microfibre cloth or a lens-safe spray; don't use towels, t-shirts or other fabrics, as these are can be abrasive to the anti-reflective coating and may cause rubbing marks or scratches over time.

You may notice that your glasses start to become loose with wear - this is perfectly normal, so don't panic! Simply pop into your local BN boutique, and the team will be able to tighten any loose screws and re-adjust the frame to sit perfectly on your face. If you're not local to a Bailey Nelson, most optometrists are also happy to do this, so have a quick chat with your regular provider to see if they can help you out.

Some materials are corrosive and will damage your glasses if exposed to them; we advise you to keep your glasses away from these at all times. These include chlorine-treated water or salt-water (don't wear them in the pool or the ocean!), aerosol sprays such as hair spray, paints and solvents. If any of these substances do touch your lenses, clean them with the microfibre lens cloth and a lens-safe spray as soon as possible. Extreme heat or cold may also cause lens or frame warping, so we recommend keeping your glasses with you, especially on very hot days, rather than leaving them in the car!

We currently accept payments for online orders using Visa, MasterCard, AMEX, PayPal and Laybuy.

We’re revitalizing the Bailey Nelson experience and expanding across the UK, starting with our new flagship in London in August 2017. We now have two stores - one in Covent Garden, at 29 Henrietta Street, and one in Old Spitalfields Market, at 69 Brushfield Street.