Brits collectively send and receive millions of parcels daily. But while parcel volumes continue to grow, consumer behaviour around how those parcels are delivered and collected is shifting rapidly, with new research revealing that 115 million retail parcels were sent via lockers in the UK between June 2024 and 2025.
Courier and provider of out-of-home delivery service, InPost, has recently expanded its network by partnering with big retailers like ASOS, while Evri is now available at over has over 10,000 lockers and ParcelShops. It’s clear there is a demand for mass adoption and a need to embed these options as a standard.
Demand is being driven by converging pressures – rising expectations for quality services and accelerated by the need for ultimate convenience.
Operational risks
To understand why people are opting for out-of-home over doorstep deliveries, we must explore the key issues faced in recent years. Recent research conducted by Citizens Advice highlights consumer issues like rising security concerns and failed deliveries. Around a quarter of Brits are either receiving them late, not in the safe place they requested, or being left without them altogether.
Meanwhile, couriers face multiple challenges in the last mile. Soaring operating costs can prove to be the most expensive part of the supply chain, and operational inefficiencies coupled with time pressures and increased volume can inevitably lead to unhappy customers and damaged reputations. Additionally, where speed was once the primary requirement, modern lifestyle and working habits mean that being at home for delivery is far less predictable, resulting in a need for efficiency and flexibility.
OOH as network infrastructure
Out-of-home delivery is no longer a ‘backup option’, but a strategic lever for improving customer experience and efficiency. It’s the convenient option that gives consumers a sense of control. In fact, over a quarter of shoppers are making purchase decisions based on the availability of OOH options. Many prefer those with 24/7 access and are willing to travel up to 1km to pick up their package. As e-commerce continues to grow in popularity and consumers face issues with the last mile, it’s a strategic imperative to ease cost pressures and operational efficiencies by offering a solution that consolidates delivery and reduces issues such as ‘porch piracy’. This inevitably leads to happier customers, and a better reputation, which attracts new business.
Operationalising OOH at Scale
According to Bryony Joyce, Operations Manager at Mailboxes Etc., there are three practical steps couriers can take to embed OOH effectively:
- Redesign routes around density, not dispersion. Consolidate drop points to increase stop density, reduce vehicle emissions, and reduce time spent on repeated visits.
- Integrate lockers into first-time delivery plans. Don’t think of it as a solution that absorbs failed deliveries. Embed lockers and ParcelShops into primary routing to improve predictability, reduce redelivery costs, and strengthen service reliability.
- Use data to drive network expansion. Research demand for lockers by postcode, commuter flows, and retail footfall. Smarter positioning will drive higher adoption and better ROI. The last mile is no longer defined by the doorstep. For couriers, out-of-home networks represent not just an addition to their service, but a structural shift in how delivery capacity is built, scaled, and optimised. Those who embed it into core network strategy – rather than treating it as an accessory – will define the next phase of parcel logistics.