InPost UK CEO:lockers have gone fully mainstream

More than 115 million retail parcels were delivered or returned via parcel lockers in the UK over the past year, according to new research from InPost and Retail Economics. This includes 87 million outbound deliveries (7% of all online orders) and 28 million returns (12% of all online returns).

The findings, based on a nationally representative survey of 2,000 households and parcel volume data, point to a clear shift in consumer delivery preferences. As expectations around convenience, control and flexibility rise, parcel lockers are becoming an increasingly popular out-of-home delivery solution – offering a secure, reliable and self-serve option for both collections and returns.

Locker usage is rising fast – and we’re far from peak adoption

• Two in five UK adults (equating to 21m UK adults) used a parcel locker in the past year – whether to collect, return or send a parcel.

• A further 20% say they haven’t yet used lockers but would be open to doing so, revealing the huge potential for further uptake.

Locker usage is expected to rise across every age group in the year ahead, with adoption particularly strong among younger and middle-income consumers:

• 66% of Gen Z and 54% of Millennials used a locker in the past year

• Over half of under-45s now use them at least monthly

• One in three middle-income shoppers plan to use lockers more often this year – the highest of any income group

Among those who’ve tried lockers, usage quickly accelerates. The share of their online orders collected this way is more than double the average across all UK consumers. Within this group, lockers have overtaken click-and-collect from store and other out-of-home options as the most popular alternative to home delivery (see figure 1).

This behavioural shift is underpinned by positive experiences and rising expectations. Consumers increasingly want delivery and returns that are more flexible, less disruptive, and better suited to busy routines.

InPost is helping to drive this shift

In Q1 2025, InPost processed 24 million parcels in the UK – a 39% increase year-on-year – reflecting rapid growth driven by continued investment and integration with partners like Menzies and Yodel. Its national network now spans over 10,000 lockers and around 16,000 total out-of-home (OOH) locations.

Neil Kuschel, CEO at InPost UK said:  “The locker market has experienced immense growth over the last year, thanks to the unsatiable appetite of consumers for convenient delivery solutions that fit in seamlessly with their busy lives. Once considered a niche segment of the OOH delivery market that was mainly used by younger, digital savvy shoppers, lockers have gone fully mainstream. And as our research shows, this staggering demand shows no signs of slowing down with every age group planning to use lockers more in the next year.”

Why shoppers are turning to lockers

What makes lockers so appealing is the control they offer. Most are open 24/7 and located in high-footfall, familiar areas – with the most popular locations being:

• Supermarkets (39%)

• Convenience stores or post offices (29%)

• Near-home neighbourhood spots (24%)

This makes them easy to integrate into everyday routines, with 88% of users combining trips with errands like grocery shopping, commuting or the school run.

For retailers, it’s a powerful lever to boost footfall, increase repeat visits and improve customer retention – especially for online platforms given 46% of shoppers say they’ve abandoned an online basket because delivery options didn’t work for them.

Quote: Richard Lim, Chief Executive of Retail Economics

“Shoppers increasingly expect delivery to fit around their lives – not the other way around. Lockers offer a fast, flexible and reliable option that meets those expectations.
What we’re seeing is a clear shift from trial to habit. Once shoppers experience the benefits, lockers quickly become part of their routine – and that creates real opportunities for retailers to enhance the customer experience and streamline last-mile operations.”

Security, sustainability and resale add to locker appeal

Lockers are quick, easy and increasingly central to how people shop online. Convenience remains the top reason shoppers choose lockers, cited by 39% of users – up from 36% last year. But other motivations are gaining ground fast:

• Security is the main driver for 15% of users (up from 12%), who value the safety and predictability of collecting parcels from a fixed location – avoiding missed deliveries or doorstep theft.

• Sustainability is influencing more decisions, with 12% choosing lockers for environmental reasons – double the share from last year. Nearly half (47%) of consumers say they view delivery options that reduce the number of trips as more eco-friendly. Parcel lockers help cut delivery traffic by consolidating parcels into fewer stops – reducing fuel use, cutting emissions and easing congestion in high-density areas.

• Peer-to-peer exchanges are also fuelling growth. With platforms like Vinted booming, 18% of users say they were drawn to lockers for their convenience and contact-free handovers. Three in four locker users have now used them for second-hand transactions.

From niche to mainstream

Locker use has shifted from niche to mainstream, becoming a core part of the fulfilment mix – not just for deliveries and returns, but also for the growing world of second-hand and peer-to-peer resale.

As consumer expectations evolve, the future of delivery is increasingly hybrid: flexible, secure and built around real lives. Out-of-home isn’t just the future – it’s fast becoming the new standard.