Here at Bailey Nelson, we aim to deliver your shiny new specs as quickly as possible, and we have a trusted process that aims to get your new peepers in your hands quicker than you can say ‘Optometrist’.  Naturally, delivery times can vary depending on your prescription and the contents of your order. 

We’ve got you covered with free shipping on all orders over $150. For anything under $150, we charge a small standard shipping rate of $10. Shipping to the United States is subject to a $10 fee and longer arrival times.

Please contact our customer service representatives if you have any questions or concerns regarding your order at hello@baileynelson.com.

U.S. orders may be subject to import taxes, custom duties and fees levied by the United States customs department upon arrival. When ordering from baileynelson.com the recipient of the shipment is the importer of record and is responsible for any of these fees, as well as complying with all laws and regulations of the United States.

 If you reside outside Canada or the U.S., please see international contact details here. We currently ship within Canada and the U.S. for purchases made on the Canadian website. We do also ship within the United Kingdom (for purchases made on baileynelson.co.uk), Australia (for purchases made on baileynelson.com.au), and New Zealand (for purchases made on baileynelson.co.nz).

Bailey Nelson reserves the right to refuse free shipping and/or returns to certain customers who abuse the free returns and refunds policy. Customers concerned will be warned before the shipment of their most recent purchase.

Delivery times

Prescription glasses orders will be delivered within approximately 15+ business days from the date your order is processed, depending on your prescription and the contents of your order.

Each prescription is reviewed by our online dispensing team to ensure it is correct and in-date. If there are any queries, they'll get in touch with you at the email address provided on your order.

Non-prescription glasses orders for optical frames are processed via our optical lab with "real-look" lenses and take approximately 15+ business days.

Non-prescription sunglasses and accessories ship from our warehouse, and take approximately 7-10 business days. 

Contact lens orders will typically take between 5-10 business days to be delivered from the time the order has been processed.

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. 

Once your items have been preened, prepped and are ready to ship, we will send you an email with the tracking number from Canada Post (glasses, sunglasses, accessories), FedEx or ICS Courier (contact lenses). During peak periods (such as the holiday season) or sale periods, some delays may occur. Please use the tracking number provided in your confirmation email to check the status of your order, for any questions you can reach our customer service team at hello@baileynelson.com.

Canada Post Tracking link here. 

FedEx Tracking link here.

ICS Courier Tracking link here.

Looking to return or exchange? We’ve got your back with free returns for all online orders over $150 - just make sure you reach out to us within 30 days by emailing hello@baileynelson.com for all your return, exchange or repair requests. If your order is under $150 please reach out to us and we will provide you with next steps.

Please ensure all products that are returned are unused and undamaged, and if anything arrives to you with any defects please contact us straight away so we can help put that right ASAP. 

If your frames don’t fit properly or you have any other concerns, feel free to drop into one of our stores or email us so we can help - our team are always happy to chat with you and make the necessary adjustments! If you are unable to visit in store, please email hello@baileynelson.com so that we can advise on options to ensure you get the perfect fit.

For FAQ’s please read here, you can also find our full returns policy here or alternatively, our customer service representatives will be happy to answer any further questions you may have.

U.S. orders are not subject to pre-paid return shipping labels. Returns shipping costs are the responsibility of the customer.

No refund or exchange applies for change of mind on sale items or gifted items for PR events.

Partial returns of a two pair offer will negate the discount applied (e.g. if one pair of a 2 for $269 transaction is returned, the pair retained by the customer will be considered a full price item and the refund will consist of the difference in cost between this full price item and the amount paid).

Contact Us

Email our customer service team to request a return, exchange or repair: hello@baileynelson.com. Please note our customer service team operates Mon-Fri 8am-4pm PST, however you can also return items to your local store if this is more convenient.

*Please note that orders paid by Afterpay can only be returned by mail, and will not be accepted in store.

Labels

Print out your pre-paid return label and attach it to your package, ensuring it's well wrapped to prevent any damage in transit to us. 

*U.S. orders are not subject to pre-paid return shipping labels.

Post

Take your package to your nearest post office, you can search for your closest branch here.

Confirmation

You will receive an email confirmation once your return has been processed by our team. Please note that during peak periods (such as the holiday season) or sale periods, some delays may occur in processing times. Please contact us via email if you have any concerns or need further assistance.

For all items purchased in store, please ensure you return these items back to the original place of purchase, where our team will happily help to process your return/exchange/repair or help with any other query you may have. For more information, please check our T&C’s here.

Please note that if you choose to request for your in-store order to be shipped to your home address, a $10 shipping fee will apply for all orders.