DHL eCommerce has over 150,000 Out-of-Home locations across Europe
Our Access Points are conveniently located and perfect if your buyers are not home to receive a parcel. Many ServicePoints (Parcel Shops) are open early, until late. Whereas our parcel lockers allow you to send and receive parcels around the clock.
As demand for Out-of-Home parcel collection and drop-off points continues to rise - especially in urban and metropolitan areas - having conveniently located parcel lockers and shops near homes or workplaces is more important than ever. Today’s shoppers expect the flexibility to send, return, and collect parcels with ease. In fact, the availability of their preferred delivery option can even be the deciding factor in completing a purchase on your e-commerce site. Read more about the growing demand for flexible delivery options here.
DHL eCommerce is committed to making Out-of-Home delivery and returns more than just a convenient option - we see it as the new must-have in e-commerce. With the biggest access point network in Europe, we offer more than a locker machine - we provide a complete, seamless user experience. Our services are designed around the needs of our customers and their customers, delivering flexibility, sustainability, and ease of use at every touchpoint. The backbone of this experience is our extensive network, operated by us or through trusted partnerships, and powered by digital capabilities. As demand for smarter, greener solutions continues to grow, now is the time to lead - by investing, innovating, and shaping the future of Out-of-Home delivery and returns.
Pablo Ciano, CEO DHL eCommerce
There’s a growing demand for flexible delivery and returns options
As online shoppers increasingly ask for reliable, affordable, and sustainable delivery and return services - DHL eCommerce supports them by offering convenient and flexible services via the Access Point network. This is also underlined by the results of our series of E-Commerce Trends Reports. Some of the highlights are below:
Europe Leads the Way in Out-of-Home Delivery & Returns
35% of Europeans choose Out-of-Home delivery, with even higher return rates via parcel lockers and shops (79%). Countries like Poland, Germany, Sweden, and the Czech Republic show especially strong demand for Out-of-Home services, with Poland leading at 56% parcel locker usage for delivery and 67% for returns.
Flexible Delivery & Returns Are Critical for Shopper Satisfaction
81% of global shoppers abandon purchases if preferred delivery options aren’t available; 79% do so if returns options don’t meet their needs. Offering flexible Out-of-Home choices reduces failed deliveries, increases convenience, and drives customer loyalty.
Generational Differences Shape Out-of-Home Preferences for Returns
Younger generations lead in using parcel lockers for returns - 27% of Gen Z and 23% of Millennials prefer them - while 54% of Baby Boomers and 45% of Gen X favor parcel shops. Paperless returns are increasingly popular among younger shoppers, although the majority still prefer a return label included in their parcel.
Tracking and Redirection: Customers Expect Control and Convenience
41% of European shoppers redirect parcels to Out-of-Home locations, compared to 33% globally. Most shoppers manage tracking and redirection via the delivery provider’s app or website. Offering easy-to-use, flexible options is essential to meet customer expectations and reduce failed deliveries.
Sustainability Benefits Through Out-of-Home Delivery and Returns
Out-of-Home delivery is not just about convenience anymore – it’s a conscious choice for sustainability. 25% of European shoppers are willing to switch to collection or drop-off options to reduce their environmental footprint, compared to 21% globally. France leads the way with 45%, followed by China (43%), the Netherlands (30%), Spain (29%) and Italy (26%).
All stats and figures are taken from the DHL eCommerce Online Shopper Survey conducted between February and March 2025. Respondents were required to have made at least one purchase online within the three months prior to the survey. 70+ questions were asked to 24,000 respondents across 24 countries (1,000 per country) with an equal split across demographics – where possible. The countries chosen for this survey represent some of the most active e-commerce markets across the globe. Where percentages do not equal 100%, this is due to certain questions having multiple-choice options. Where there is a deviation of percentages over 100%, this is due to rounding of answer options. Not all data from the survey is displayed on this page. Country, regional, generational, and shopper profile data is provided, but this does not reach a level of statistical significance to make definitive statements about specific groups globally. Figures are correct at the time of publishing.
