From Doorsteps to Data: Inside the UK’s Growing Parcel Theft Problem

Online shopping has changed the way Britain buys, sells, and lives. What started as an occasional alternative to the high street has become part of everyday life — whether that’s ordering groceries, gifts, or household essentials.

The UK is now one of Europe’s most developed e-commerce markets. According to the latest Q3 2025 figures from Deloitte the proportion of online sales as a share of total retail sales increased to 27.9%, representing the highest penetration of online retail since the end of the pandemic. That convenience has been transformative. But it has also created new challenges — and one of the biggest is keeping deliveries safe once they reach the doorstep.

Convenience under pressure

Every year, parcel volumes climb — especially in the run up to Christmas — but recently the surge has become dramatic. In the UK, carriers delivered around 1.29  billion parcels between October and December 2024 alone — a 10.9% increase on the previous year. That’s the equivalent of nearly 12 parcels for every person in the UK over just three months (based on a population of 67 million).

On peak days like Black Friday and Cyber Monday, UK online shoppers spent more than £3.63 billion — with £1.12 billion spent online on Black Friday alone. As vans fill up and streets get busier, millions of parcels change hands every day — increasing the likelihood of missed deliveries, theft, and frustrated customers at the worst possible time.

The system is working harder than ever to meet growing demand, but one issue has become impossible to ignore: more parcels on more doorsteps means more opportunities for theft.

Our 2025 Parcel Theft Report reveals that recorded thefts have risen by 77% in the past year, with around one in six UK households affected. And behind every number is a real person dealing with lost items, refunds, and the worry that it could happen again.

When trust breaks down

Delivery is built on confidence and the simple belief that what you buy online will arrive safely. When that confidence is shaken, the impact goes beyond inconvenience.

The report shows that 37% of victims said losing a parcel made them feel anxious or stressed, while one in four felt unsafe in their own neighbourhood. And this isn’t just a fleeting emotion — it affects how people shop. When deliveries go missing, customers often blame the retailer, not just the courier. They may hesitate to reorder, switch to a competitor, or avoid buying online altogether. That lost sense of security becomes lost loyalty. In practical terms, it means more support tickets, more refund requests, and fewer repeat purchases — especially for brands selling higher-value or time-sensitive items.

Changing habits

Faced with this growing risk, people are adapting. Many are taking steps to protect their parcels — installing video doorbells, updating delivery instructions, or choosing safer collection options.

The biggest change, though, is the move toward secure out-of-home delivery. Three in ten of those we surveyed now use parcel lockers, and among younger adults that figure rises even higher. Lockers give shoppers peace of mind, and the freedom to collect parcels when it suits them.

These choices reflect a bigger shift in what ‘convenience’ really means to consumers. It’s about speed, but also about certainty — knowing your delivery will still be there when you need it.

Rethinking delivery

That shift matters for everyone involved in e-commerce. Retailers and carriers are learning that fast isn’t always best if it isn’t reliable. Two-thirds of Brits say they would rather miss a delivery than risk it being stolen, and most say they’d feel safer using a secure locker or collection point.

For an industry built on efficiency, that’s a clear signal. The next competitive edge won’t come from shorter shipping times, but from delivery systems that are dependable, sustainable, and trusted.

Looking ahead

Parcel theft might happen on people’s doorstep, but its effects are felt across the entire supply chain, from retailers absorbing the cost of replacement items to the environmental impact of redeliveries.

Secure parcel lockers offer a simple, scalable way to make delivery safer for everyone. They protect parcels, cut failed deliveries, and reduce emissions — helping rebuild confidence in the process.

Our 2025 Parcel Theft Report explores these trends in full, showing how the rise in theft is changing shopping behaviour and why safer delivery is becoming the new standard for convenience.

You can download the full 2025 Parcel Theft Report for free here.