- UK hits delivery tipping point as parcel lockers become the new favoured choice for consumers and businesses, InPost research shows
- 41% of consumers now receive parcels via lockers as delivery frustration mounts and demand grows for flexible out-of-home options.
The UK’s delivery system has reached breaking point, under increasing pressure as online shopping volumes rise and lifestyles become more time pressured. Millions of consumers spend hours every week waiting at home for parcels, queuing for returns or worrying about missed or stolen deliveries, a growing source of frustration and a major operational burden for retailers facing rising redelivery costs and customer service demand.
New research from InPost UK reveals that consumers are no longer willing to tolerate these challenges. Younger, digitally focused shoppers are driving a decisive shift toward faster, safer and more reliable parcel solutions they can control. Parcel lockers are rapidly emerging as a mainstream out-of-home delivery option – offering security, convenience and peace of mind for consumers, as well as providing increased business opportunities for locker hosts.
A system that no longer works and a solution built for real life
More than a third of consumers experienced an issue with their most recent parcel delivery – from missed deliveries and lost packages to rising parcel theft – a clear sign that traditional delivery models are struggling to keep up with real-life needs, creating frustration for shoppers and operational burdens for merchants and retailers.
As delivery becomes a defining part of the shopping experience and consumer behaviour shifts, the responsibility increasingly sits with merchants to ensure shoppers are offered delivery choice at checkout. When flexibility is limited, customers are more willing to take their spend elsewhere. Providing a range of out-of-home delivery options is no longer a “nice to have”, it is becoming essential to remain competitive and meet modern shopper expectations.
These evolving expectations are creating clear opportunities for merchants and locker hosts, particularly for those offering delivery solutions that solve everyday consumer pain points. Lockers remove that friction entirely – no waiting around, no second attempts, no wasted journeys, and significantly reduced risk of theft. Shoppers reclaim hours usually lost to delivery admin, gaining convenience and control over their parcels. Merchants benefit from fewer failed drops, faster returns, smoother operations, and more confident customer interactions, while locker hosts benefit from increased footfall, repeat visits, and higher engagement across their locations.
Lanesfield, Wolverhampton Post Office InPost LockersImage: InPost
Lockers are now a core part of how the UK shops New InPost Research shows a step-change:
- 41% of consumers now receive parcels via lockers
- 44% send parcels this way
Lockers have become one of the UK’s most relied-upon out-of-home delivery options.
Lockers drive footfall, sales and a better in-store experience
Lockers are proving to be a genuine commercial asset for retailers:
- Over half (52%) of locker users' visits to retail locations are to use a parcel locker
- 64% say they return more frequently
- 78% make purchases during their visit, spending an average of £22.90
This is delivery re-engineered to support retail growth, not compete with it. Footfall is especially strong in convenience stores, with 65 per cent of visits involving a parcel drop-off or pick-up.
Gen Z and Millennials, who make up two-thirds of InPost users, are driving the acceleration. With an average income of £49,302, they represent a valuable, growing customer base whose expectations are shaping the future of retail.
Lockers generate incremental, high-value purchases
Beyond the planned trip, lockers spark additional spend:
- Shopping centres: £23.70
- Forecourts: £15.60
- Supermarkets: £14.30
- Convenience stores: £5.20
For retailers, it’s a ready-made way to convert delivery into real revenue.
A new standard for customer loyalty
Flexible, reliable delivery and returns have become a decisive factor in where people choose to shop:
- 79% of locker users would switch stores if lockers were removed
- Rising to 91% for shopping centre locker users
- 83% for convenience stores and forecourts
- 73% for supermarkets
Lockers have become a clear differentiator for attracting and retaining high-value customers.
“Britain is losing time and consumers are growing increasingly frustrated with outdated delivery models,” said Paul Selvey, Network Director at InPost. “Our network of over 13,000 lockers is designed to keep pace with modern life, delivering real, measurable value for every partner involved, including merchants, retail partners and consumers.
By placing InPost Lockers in the most convenient, high-traffic locations, we’re creating a service that removes friction for shoppers while driving footfall, repeat visits and incremental sales for sites. No waiting in, no queues, no missed deliveries, reduced theft - just a faster, more reliable way to send and receive parcels.
For our partners, lockers aren’t just a utility, they’re a growth engine. And for shoppers, they’re becoming the smarter standard for modern delivery.”
Key Locker Research findings:
- Boost footfall: Up to 68% of convenience store visits and 58% of supermarket visits are now prompted by the presence of a parcel locker.
- Increased spend: 78% of locker users make a purchase when collecting or sending a parcel, with an average spend of £22.90 per visit.
- Impulse sales: Locker users make unplanned purchases when visiting a location, including an average of £23.70 at shopping centres, £15.60 at forecourts, £14.30 at supermarkets and £5.20 at convenience stores, demonstrating the purchase power lockers provide retail outlets.
- Drive loyalty: 79% of locker users would switch to another location if lockers were removed, rising to 91% for shopping centre locker users.
- High-value customers: Locker users are typically Millennials with above-average incomes (£47,947), and InPost Locker users are even more valuable (£49,302).
- Category leadership: InPost is the clear market leader, chosen by 62% of locker users.
Locker user insights by retail sector:
- Supermarkets: The most preferred location for locker users is a supermarket (34.5%). 58% of locker users visit supermarkets more often because lockers are available. 90% make a purchase when collecting or sending a parcel, with an average spend of £19.90 per visit. 73% would switch to another supermarket if lockers were removed, highlighting the importance of lockers for customer retention and incremental sales.
- Convenience Stores: 65% of visits to convenience stores are driven by parcel lockers. 68% of locker users visit more often because lockers are present, and 73% make a purchase during these visits, spending an average of £11.90. 83% would switch to another convenience store if lockers were no longer available, demonstrating the role of lockers in driving both footfall and loyalty.
- Forecourts: 61% of forecourt visits are to pick up or drop off a parcel at a locker. 69% of locker users visit forecourts more often because lockers are available, and 54% make a purchase during these visits, with an average spend of £16.40. 83% would switch to another forecourt if lockers were removed, underlining the commercial value of lockers for driving repeat visits and spend.
- Shopping Centres: 73% of locker users visit shopping centres more often because lockers are available. 95% make a purchase when using a locker, with an average spend of £31.70 per visit. 91% would switch to another shopping centre if lockers were removed, making lockers a powerful lever for both high-value visits and customer loyalty.
- Sample size: n=2018. To be eligible for the survey, all respondents had to confirm they had sent or received a parcel in the last 3 months.