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 81% of global shoppers abandoning their basket if their preferred delivery is not offered and 79% 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.

Shoppers in Europe are leading the shift towards out-of-home delivery and returns. With growing demand for pickup points, parcel lockers and local drop-offs, convenience is being redefined across the region. For retailers selling to this market, keeping up with these preferences is essential. Offering the right delivery and returns options could be the difference between winning or losing a customer at checkout.

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. 41% of Europeans redirect their parcel to an out-of-home location, compared to 33% of global shoppers, and they mainly track and re-direct their parcels via the delivery providers app or website. 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.

Younger generations are leading the way in out-of-home delivery, but it’s Gen X and Baby Boomers who are driving demand for parcel shop returns. 54% of Baby Boomers return items via a parcel shop, compared to just 40% of Gen Z. However, when it comes to parcel lockers, the preference shifts. Younger shoppers are more likely to return items this way, with 27% of Gen Z and 23% of Millennials using parcel lockers, compared to 19% of Gen X and only 15% of Baby Boomers.

When redirecting a parcel, more than half of shoppers prefer to send it to a safe place or reschedule the delivery day – but out-of-home redirections are rising across all age groups. For tracking and redirecting parcels, the top preference across generations is the delivery provider’s app, followed by their website.

With out-of-home returns on the rise, it’s no surprise that paperless returns are gaining popularity. Although most shoppers still prefer to receive a return label in the parcel, paperless options are quickly gaining traction – especially among Gen Z and Millennials.