Beyond the doorstep: The evolution of lockers in the new age of unified delivery
8 minute read
The convenience imperative: how consumers are reshaping delivery around parcel lockers
We surveyed 2,000 UK consumers to reveal how sustainability, cost, and convenience are driving parcel delivery choices.
Delivery is now one of the most decisive factors in shaping consumer behaviour. Shoppers want faster, greener, and more flexible options – and parcel lockers are rising to meet those expectations.
This report reveals why convenience and sustainability are converging, how cost pressures remain critical, and what this means for the future of delivery in UK retail.
The work explores how parcel lockers are transforming the final mile, showing how consumer adoption is accelerating, where sustainability matters most, and why retailers must adapt quickly to retain customer trust.
What you can learn from this report
• How to align delivery strategies with rising consumer expectations for sustainability
• Why parcel lockers are emerging as a mainstream alternative to home delivery
• How to optimise last‑mile operations to balance cost, speed, and sustainability
• What today’s consumers expect from delivery experiences in 2025 and beyond
Key report insights
• Consumers increasingly rate convenience and reliability ahead of speed for day‑to‑day deliveries
• Environmental considerations influence delivery selection for a large share of shoppers, especially higher‑income households
• Cost sensitivity remains high – free or low‑cost options strongly steer retailer choice
• Locker delivery can reduce failed deliveries and improve perceived sustainability of the last mile
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Introduction
Consumer expectations for delivery are shifting at speed. Our survey shows parcel lockers are moving from niche to mainstream – driven by convenience, reliability, and perceptions of lower environmental impact.
They’re secure, super simple to use, and fit neatly into people’s daily routines – whether it’s picking up a parcel after work or dropping off a return during a grocery run. The UK retail scene has come a long way, moving from basic multichannel setups towards a more integrated model. Fully unified commerce isn’t the norm just yet, but it’s where things are heading. And delivery is right at the heart of that shift.
But what does this mean? Think of all your systems, data, and operations talking to each other in real time – no more silo and no more clunky workarounds. It’s a sleek, connected model that makes everything run smoother for both brands and customers. In this new landscape, lockers aren’t just a nice-to-have. They’re essential. They bring the flexibility, sustainability, and customer-first benefits that modern retail demands.
Younger shoppers are leading adoption, but usage is broadening across age groups as networks expand and experiences improve. For retailers, the opportunity lies in... [download the full report to continue reading...]
1.1 Unlocking unified commerce: The crucial role of lockers in the last-mile
With everyone juggling busier than ever lives, shoppers crave convenience, speed and ultimately more control.
Consumer expectations around shopping experiences continue to rise. That’s why we’re seeing a big shift toward out-of-home delivery options, especially parcel lockers.
They’re secure, super simple to use, and fit neatly into people’s daily routines – whether it’s picking up a parcel after work or dropping off a return during a grocery run.
The UK retail scene has come a long way, moving from basic multichannel setups towards a more integrated model. Fully unified commerce isn’t the norm just yet, but it’s where things are heading. And delivery is right at the heart of that shift.
But what does this mean? Think of all your systems, data, and operations talking to each other in real time – no more silo and no more clunky workarounds. It’s a sleek, connected model that makes everything run smoother for both brands and customers.
In this new landscape, lockers
aren’t just a nice-to-have.
They’re essential. They bring
the flexibility, sustainability, and
customer-first benefits that
modern retail demands.
The evolution of ecommerce
Our research shows that 40% of consumers, equivalent to around 21 million UK adults, have used a parcel locker in the last year, whether for collections, returns, or sending a parcel. Interestingly, 20% say they haven’t used lockers yet but would consider doing so, revealing untapped demand.
With unified commerce
setting the stage,
retailers have a golden
opportunity to refine
and invest in their
delivery strategies.
Figure 3 – UK Delivery locker use in the past year
Source: Retail Economics, InPost
Lockers in action: Why we’re using them. Why they’re sticking around
According to Retail Economics, in the last year alone, over 115 million retail parcels made their way through lockers in the UK. That’s a whole lot of boxes.
And of those, 87 million were outbound deliveries (about 7% of all online orders), and 28 million were returns – making up a chunky 12% of all returns.Sustainability is becoming a decisive factor in delivery choices.
Parcel lockers are perceived as a greener alternative, helping consolidate drops, cut van miles and reduce failed deliveries – supporting retailer carbon goals. Households with higher incomes are especially likely to factor sustainability into their decisions. Retailers that fail to provide greener alternatives risk losing loyalty to competitors that do.
*These are estimates based on the consumer survey conducted in February 2025, involving 2,000 nationally representative UK households. And modelling and market sizing was carried out by Retail Economics, using a combination of official industry statistics and carrier data.
Once people try and
use lockers, they tend
to stick with them.
The ease and reliability of lockers win people over. Among those who’ve used lockers in the past 12 months, the percentage of their online orders they choose to collect via lockers jumps from 7% to 17%. That’s more than double the average – and it puts lockers at the top of the list for out-of-home delivery options, beating click-and-collect and other PUDO* spots.
The chart is a comparison of total population vs those who have used lockers in the last 12 months
Fig. 5 - Outbound delivery methods
Source: Retail Economics, InPost
What’s driving locker use?
We know that locker users are often heavy online shoppers who are all about convenience, flexibility, and security – and that combination ticks boxes for younger, tech-savvy customers. Think digital natives who want deliveries to fit their schedules, not the other way around. But it’s not just a Gen Z and Millennial thing. As lockers pop up in more places and people become more familiar with how they work, they’re catching on with a wider crowd.
Visibility and accessibility are making lockers a more mainstream choice.
For retailers, this shift is a big deal. Understanding what’s driving locker adoption – and who’s leading the charge – can help fine-tune delivery and returns strategies, creating slicker experiences and stronger ROI.
Here’s who’s leading the charge:
– 66% of Gen Z and 54% of Millennials used a parcel locker in the past year.
– They’re not just trying it out but using them regularly, with 52% of Gen Z and 43% of Millennials using lockers at least once a month.
Source: Retail Economics, InPost
In short: lockers are quickly becoming a delivery habit, especially for younger shoppers who expect their retail experiences to be smart, smooth and on their terms.
Source: Retail Economics, InPost
📥 Download your FREE report now from InPost and unlock insights into how parcel lockers are transforming delivery
Driving locker adoption
It’s true that lockers are particularly popular among Gen Z and Millennials, but they’re not the only ones. Locker use is catching on across the board, which means that it’s important for retailers to understand what’s motivating shoppers of all types. It’s (still) all about convenience.
This year, 39% of users said it’s the main driver – up from 36% last year. And it makes sense. Lockers are quick, easy, and always open. No queues, no missed deliveries, no faffing around.
Just scan a code, tap a screen, grab your parcel and go. Perfect for people with busy lives (which is most of us!). But there’s more to the story. While convenience is king, other motivators are gaining ground too.
The bottom line? Lockers aren’t just a handy option, they’re becoming a smart, sustainable and secure part of everyday life for a growing mix of shoppers.
Source: Retail Economics, InPost
The 5 locker user personas
For retailers, these insights are vital, pinpointing precisely when and where locker solutions can maximise impact within their target demographics.
Our research identifies five distinct types of locker user groups, each with unique characteristics and motivations.These personas reflect a diverse mix of drivers, shaped by generational habits, income levels, work schedules, and accommodation factors.
Fig. 6 - The 5 Delivery locker user personas
Source: Retail Economics, InPost
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