Why do customers choose parcel lockers and what does it mean for your sales strategy?

In the Polish e-commerce market, parcel lockers have reached a scale that many European countries are only beginning to develop. For customers, this means that collecting a parcel from a locker has become the most predictable delivery method — regardless of the store, product category, or logistics operator. However, this scale changes something more significant than just the way parcels are collected. In practice, it influences the design of the entire shopping process: from how delivery options are presented, through the structure of logistics costs, to managing returns and order handling. How is the dominance of parcel lockers changing customer behaviour, and what are the consequences for e-commerce operations and sales strategy?

Parcel lockers as the dominant delivery method in e-commerce

Research on e-commerce shows that over 80–85% of online shoppers in Poland use parcel lockers, making them the most frequently chosen delivery method for online purchases. At the same time, customer preferences are clearly shifting towards out-of-home deliveries. According to logistics market analyses, around 68% of Polish consumers say they prefer collecting parcels from lockers rather than ordering home delivery.

Such a high adoption rate means that Poland is often cited as one of the most advanced markets in this regard in Europe. Parcel lockers have become a standard element of e-commerce logistics infrastructure here, and for many customers they have long been the default method of receiving orders.

The development of parcel locker infrastructure

One of the most important reasons for the popularity of parcel lockers is the very rapid development of logistics infrastructure. According to analyses, Poland currently has around 1.08 parcel lockers per 1,000 residents, making it one of the most developed markets for this type of infrastructure. Such high availability of collection points has a direct impact on customers’ purchasing decisions. The closer a parcel locker is to a customer’s home, workplace, or daily routes, the greater their inclination to choose this delivery option. Consumer research also shows that 84% of customers are more likely to shop online if there is a parcel locker nearby, confirming that the availability of logistics infrastructure is now an important element of the shopping experience.

The growing role of out-of-home deliveries in Europe

The trend of growth in out-of-home deliveries is visible across Europe. E-commerce logistics reports indicate that around 35% of European consumers choose deliveries to collection points or parcel lockers instead of home delivery. The expansion of collection point networks is changing the way last-mile logistics is designed. Rather than delivering individual parcels to thousands of home addresses, logistics operators can consolidate shipments in a single location, which increases operational efficiency and shortens delivery times.

Delivery as part of the shopping experience

Consumer behaviour reports show that customers are increasingly evaluating an online store through the lens of the entire shopping process — from the moment an order is placed to the moment the parcel is collected. In this context, the following are particularly important:

• availability of the preferred delivery method,
• predictable order fulfilment time,
• convenience of parcel collection.

The absence of a preferred delivery method as a purchasing barrier

E-commerce market analyses indicate that around 42% of customers abandon a purchase if the store does not offer their preferred delivery method. In a situation where the majority of customers are accustomed to collecting parcels from lockers, the absence of this option may be perceived as a limitation on shopping convenience.

What does the popularity of parcel lockers mean for your sales strategy?

The growing popularity of parcel lockers is not merely a logistics shift. For online stores, it also means the need to adapt sales strategy, customer experience, and logistics operations to new consumer preferences. In practice, this means that the delivery method is no longer just an operational element. It is increasingly becoming a factor that affects conversion rates, operating costs, and post-purchase customer satisfaction.

The need to offer multiple delivery methods

One of the most important conclusions from consumer research is the growing significance of delivery method variety. Customers today expect the ability to choose a collection method that best fits their lifestyle. For stores, this means that the absence of popular delivery methods can limit sales.

Logistics cost optimisation

The growing popularity of parcel lockers also matters from an operational cost perspective. Out-of-home deliveries allow logistics operators to consolidate multiple shipments at a single collection point, which increases last-mile transport efficiency. Compared with deliveries to individual home addresses, this means:

• fewer stops on the courier’s route,
• more predictable delivery routes,
• the ability to handle a greater number of shipments in less time.

As a result, deliveries to parcel lockers are often less expensive to carry out than traditional courier deliveries. From the perspective of online stores, this may mean an opportunity to optimise logistics costs or offer customers more competitive delivery fees.

A better post-purchase customer experience

In many cases, it is the moment of parcel collection that determines how a customer evaluates the entire shopping process. Parcel lockers significantly simplify this stage. Customers can collect their shipment whenever it is most convenient for them, without having to wait for a courier or rearrange their day. Solutions of this kind increase the sense of control over the delivery process and reduce typical logistics problems, such as failed delivery attempts or the need to reschedule delivery.

Sources:
https://delante.co/most-popular-delivery-methods-in-poland
https://www.exorigo-upos.com/blog/key-trends-in-e-commerce-quo-vadis-e-commerce-2024-report
https://nshift.com/blog/eu-parcel-locker-growth-in-2025-what-it-means-for-retailers
https://lemon-media.pl/en/the-size-of-the-polish-e-commerce-market-how-did-poles-shop-online-in-2024
https://inpost.pl/aktualnosci-kantar-kazdy-konsument-zna-marke-inpost
https://www.dhl.com/global-en/microsites/ec/ecommerce-insights/insights/e-commerce-logistics/2025-out-of-home-trends.html
https://lastmileexperts.com/wp-content/uploads/2025/06/OOH-REPORT-2025-TEASER.pdf

Anna Sztyk