What stores do you accept returns from?
+
We accept returns from any retailer that provides a prepaid return label or QR code — which covers the vast majority of major brands including Saks, Nordstrom, Farfetch, Zara, ASOS, Revolve, Macy's, Bloomingdales, SSENSE, Mytheresa, Reformation, H&M, and hundreds more. If your retailer provides a return label, we can handle it.
Do I need to package or box my items before you arrive?
+
No. Just have your items ready and your return QR code or label handy — we'll handle the rest. If repackaging is needed we bring the materials. For monthly and annual subscribers we handle everything including repackaging at no extra charge.
How do I share my return QR code with you?
+
When you book, simply forward your return confirmation email to pickups@batonreturns.com before your scheduled pickup. We'll extract the QR code and have everything ready when we arrive. You can also just show us the code on your phone at the door.
How long does it take to get my refund?
+
Refund timelines depend on the retailer — typically 3-10 business days after the return is received. We send you tracking confirmation as soon as we drop your items at the carrier, so you can track the return and know exactly when it arrives.
What if I'm not home during the pickup window?
+
No problem — just leave your items with your doorman or in a designated spot and let us know in your booking notes. We coordinate with building staff regularly and are used to contactless pickups.
What areas do you serve?
+
We currently serve all Manhattan neighborhoods including the Upper East Side, Upper West Side, Midtown, Chelsea, West Village, SoHo, Tribeca, and more. Brooklyn and Queens are coming soon — join our waitlist to be notified.
Are my items insured during pickup?
+
Yes. All pickups are covered by our carrier insurance. In the unlikely event of loss or damage during transit we will work with you to resolve it. We take responsibility for your items from the moment we collect them to the moment they're scanned at the carrier.
Can I cancel or reschedule a pickup?
+
Yes — cancel or reschedule for free up to 2 hours before your pickup window. Email us at pickups@batonreturns.com or call us directly and we'll sort it out immediately.