Shoppers are rejecting time-wasting returns in favour of simpler options, such as parcel lockers, with nearly two thirds actively choosing how to return parcels, purely to avoid queues, reports InPost.
A new survey from the parcel locker firm shows that 64% of shoppers think parcel lockers are a very appealing way to return items, with fewer than on in 10 finding them unappealing.
The findings show that returns are no longer treated as a minor post-purchase task, but as a core part of the overall consumer shopping experience, particularly in January, when consumers are returning incorrect sizes, unwanted gifts and impulse purchases while trying to start the year feeling organised and in control.
Despite 69% of consumers saying that getting their returns done early makes them feel more organised and in control, behaviour doesn’t always match intent. Many shoppers delay returns by days or even weeks, not because they don’t want to return items, but because the process is too time-consuming and disruptive to their daily lives.
Inconvenience, not reluctance, is what slows people down, claimed InPost. 38% of shoppers say having to print a returns label puts them off, while 32% cite inconvenient locations, 25% cite a lack of time, and 22% express concern about missing return windows. Together, these friction points turn returns into a form of everyday ‘life admin’ that adds unnecessary stress during an already pressured period.
Michael Rouse, CEO International at InPost, said:
“This research confirms a clear shift in consumer expectations. People now expect the same level of simplicity, flexibility and predictability across the entire parcel journey, including returns. What shoppers are rejecting isn’t returning items, it’s the wasted time that comes with queues, printers and limited opening hours. That frustration is particularly visible in January, when people want to clear their to-do lists and start the year feeling organised.
“InPost Lockers remove those friction points entirely. With 24/7 access, no need to print labels and locations people already visit as part of everyday life, they turn returns into a quick, easy and seamless task. That gives people time back, and that matters to consumers.”
