There’s a growing shift among UK consumers when it comes to how they prefer to receive the packages they buy online. While home deliveries were far and away the most popular choice, using parcel lockers is quickly gaining steam for thousands of shoppers across the UK.
This shift is primarily driven by home delivery frustrations and issues, and ecommerce brands need to prioritize the delivery experience they offer to customers in response.
Nearly Half of UK Consumers Use Parcel Lockers
According to recent research by InPost UK, based on survey responses from around 2,000 UK consumers about their online shopping behavior, parcel lockers are rapidly becoming a favorite way for those in the UK to receive packages.
In fact, 41% of respondents now receive packages in parcel lockers, and 44% of them also send parcels using the same method. While there are many public locations where these parcel lockers are found, they’re generally the most common in and around retail locations throughout the UK.
What’s Driving This Shift?
This massive change in how people prefer to receive their packages is largely driven by issues and frustration regarding home deliveries. Research has found that more than a third of consumers in the UK experienced some kind of issue with their most recent parcel delivery.
This could be anything from a missed delivery, packages being stolen from their doorstep after delivery, packages being damaged, or parcels being lost.
Specifically, missed deliveries are a major issue, not only for UK consumers but also for people around the world. In fact, 24% more people opted for weekend delivery when buying items online in Q4 2025 vs. Q4 2024. This is likely due to people wanting to be home when items are delivered as opposed to being at work, to reduce the chances of missing the delivery.
Using parcel lockers eliminates many of these worries, as packages are securely stored in the locker, and consumers don’t need to worry about it being stolen from their doorstep or stress about missing a delivery if it arrives when they’re working or away from home.
Sure, they’ll have to travel to pick up their package instead of having it delivered to their door, but many consumers clearly think it is worth it to eliminate or reduce common delivery issues.
Takeaways for Ecommerce Brands
This shift is something that every ecommerce brand that operates in the UK, or ships to the region, needs to keep in mind. Brands should consider offering parcel locker options during checkout, and this shift highlights the growing importance of offering alternative shipping methods in general.
The more choices you give to customers, the better the chances that everyone is able to find a method that fits their preferences.
However, the cause of this shift is also something ecommerce brands need to think about. With the shift being caused by home delivery issues, ecommerce sellers need to identify ways to fine-tune how they handle deliveries.
If you can consistently deliver packages without major issues and on time, it can help you stand out above your competition and improve the customer experience. Some tips to boost your customer experience when it comes to ecommece deliveries include:
- Giving clear and honest delivery timelines and updating them when things change.
- Using secure packaging to reduce the chances of parcels being damaged during transit.
- Improving the post-purchase experience you offer by providing things like tracking links and proactive updates. Even if things go wrong, communicating them quickly and effectively can help preserve customer trust.
- Offering multiple shipping choices, which lets customers receive the item in a way that works for them.
- Using technology to streamline fulfillment and optimize routes to speed up deliveries and reduce customer anxiety.
- Relying on multiple carriers to ensure you choose the best, fastest, and most cost-effective shipper for each order.
While things out of your control, such as inclement weather or driver error, can lead to shipping and delivery issues, keeping these tips in mind and doing all you can to improve the delivery experience for customers can go a long way in keeping people loyal and ensuring your customers are happy.
