How parcel theft is reshaping delivery in the UK

Online shopping used to be all about fast delivery, easy returns, and getting what you wanted with a few taps on a screen — but that is starting to change. As parcel theft rises, people are rethinking what convenience really means. Speed still matters, but security now matters more.

Online retail runs on trust. When you buy something, you expect it to arrive safely at your door. But that simple expectation is under pressure.

Our 2025 Parcel Theft Report shows that the number of reported parcel thefts has increased significantly over the past 12 months, continuing an upward trend we have seen in recent years. Behind every number is someone left out of pocket, stressed, or disappointed — and that’s shaping how people feel about shopping online.

For retailers, this change is more than a customer service issue. A lost parcel can turn a loyal customer into one who hesitates to click “buy now” again.

Rethinking how deliveries happen

For many households, not shopping online simply isn’t an option — it’s how they get essentials, gifts, and everyday items. But that reliance is changing the way people think about delivery. Instead of passively waiting for parcels to arrive, more shoppers are actively managing how they receive them.

Some are changing delivery preferences, asking couriers to leave parcels in a safe place or arranging redeliveries for when they know someone will be home. Others are turning to home security tools, with 38% installing video doorbells or cameras to feel more in control.

The most significant shift, though, is where parcels are sent. Around 30% of those surveyed now use secure parcel lockers, and that rises to 44% among 25–34-year-olds. For this group, lockers offer more than security — they provide certainty. You choose when to collect your parcel, with no guessing and no risk of it going missing.

These habits suggest a deeper shift. Convenience used to mean speed. Now, for more and more people, it means confidence.

Retailers feel it too

Retailers and carriers are feeling the effects of parcel theft. Every stolen parcel means replacement costs, extra shipping, and a dent in brand loyalty. For smaller businesses, those costs can be significant.

But the bigger impact is emotional. Parcel theft damages the sense of reliability that e-commerce depends on. When shoppers lose faith in delivery, brands lose trust — which is one of the hardest things to win back.

That’s why many retailers are exploring safer delivery options, from smarter tracking to partnerships with parcel locker providers.

From a household problem to a public issue

What was once seen as a household frustration is fast becoming a wider concern. Our findings suggest that four out of five people (79%) believe parcel theft should be treated more seriously by authorities, and it’s easy to see why.

Beth Jones, who had a parcel stolen outside her flat in south London, said the experience left her feeling vulnerable: “I feel a lot more unsafe in my area and it was a horrible experience,” she added. “It was a small crime and we probably should have reported it to the police, but it’s common knowledge that if you report a small theft then not much is done.”

Theft affects entire communities. Redeliveries mean more vans on the road, more congestion, and higher emissions. And every missing parcel triggers avoidable costs, from duplicated packaging and extra fuel to increased pressure on customer service and returns operations.

To fix that, the industry and policymakers need to focus on prevention as much as response. That means making safer delivery options standard, not a premium extra.

Looking ahead

Parcel theft has become a growing challenge for retailers, carriers, and consumers alike, highlighting the need for delivery systems that do more than just move quickly. Speed still matters, but so does security, reliability, and sustainability.

As consumers change how they shop, retailers and carriers are rethinking how they deliver. Secure, out-of-home options like parcel lockers are helping rebuild that trust — protecting parcels, cutting redeliveries, and reducing the environmental footprint of last-mile logistics.

Our 2025 Parcel Theft Report explores these shifts in depth, revealing how rising theft is transforming behaviour, business, and policy — and how the future of delivery will depend on turning convenience into confidence.

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