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 \u201cbuy now\u201d again.<\/p>\n
Rethinking how deliveries happen<\/h2>\n
For many households, not shopping online simply isn\u2019t an option \u2014 it\u2019s 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.<\/p>\n
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.<\/p>\n
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\u201334-year-olds. For this group, lockers offer more than security \u2014 they provide certainty. You choose when to collect your parcel, with no guessing and no risk of it going missing.<\/p>\n
These habits suggest a deeper shift. Convenience used to mean speed. Now, for more and more people, it means confidence.<\/p>\n
Retailers feel it too<\/h2>\n
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.<\/p>\n
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 \u2014 which is one of the hardest things to win back.<\/p>\n
That\u2019s why many retailers are exploring safer delivery options, from smarter tracking to partnerships with parcel locker providers.<\/p>\n
From a household problem to a public issue<\/h2>\n
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\u2019s easy to see why.<\/p>\n
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