Out-of-home delivery & returns – Europe leads the way!

Out-of-home (‘’OOH’’) delivery and returns are on the rise. Shoppers want more flexible and convenient locations that fit around their lifestyle. With 78% of global shoppers abandoning their basket if their preferred delivery is not offered and 73% abandoning if their preferred returns method is not offered, offering out-of-home choices is no longer a nice to have. Out-of-home is a way to improve convenience, reduce failed deliveries and meet growing customer expectations.

European shoppers are leading the shift towards out-of-home delivery and returns. As demand for parcel lockers, pickup points, and local drop-off locations continues to grow, convenience is being redefined across the region. For retailers serving this market, keeping pace with these preferences is essential. Offering the right delivery and returns options can be the difference between winning or losing a shopper at checkout.

Businesses are responding to this shift. Nearly a quarter of global businesses plan to invest in alternative pickup points over the next 12 months, with adoption particularly strong among medium-sized and large enterprises.

Shoppers want convenience – but that doesn’t always look the same for delivery and returns. Home delivery remains the top choice, with most preferring the ease of having orders arrive at their door. Returns, however, tell a different story. Out-of-home options like drop-off points and parcel lockers are gaining ground. For retailers, offering flexibility at both ends of the journey is essential.

Shoppers want flexibility when it comes to tracking and redirecting their parcels – and that includes choosing an out-of-home location for their redirection. 49% of Europeans redirect their parcel to an out-of-home location, compared to 39% of global shoppers. Make it easy for your customers to manage, and you’ll create a delivery experience that meets their expectations.

It’s never been easier to give your customers that ‘’Tracking Happy’’ feeling when you’re partnered with a globally trusted logistics provider like DHL eCommerce.

Baby Boomers are the most likely generation to return items via parcel shops, with 71% choosing this option compared with 62% of Gen Z shoppers. The pattern reverses for parcel lockers. Younger generations show a stronger preference for these self-service return solutions, with 33% of Gen Z and 30% of Millennials using parcel lockers, compared with 26% of Gen X and just 18% of Baby Boomers.

When redirecting a parcel, almost half of shoppers prefer delivery to a safe place or a neighbour. At the same time, demand for alternative redirection options is increasing, particularly among Gen Z and Millennial shoppers. Europe is at the forefront of this shift, with 1 in 2 shoppers choosing to redirect parcels to out-of-home locations such as parcel shops and parcel lockers.

As out-of-home returns become more established, paperless returns are gaining momentum. While most shoppers still prefer a return label to be included in the parcel, digital alternatives are becoming increasingly popular, especially among Gen Z and Millennials who are helping accelerate the move towards more convenient, paper-free returns.