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Shoppers look to local retailers for safer parcel collection and returns

Tuesday, September 01, 2026 — 15:10:37 (UTC)

Shoppers look to local retailers for safer parcel collection and returns

Data from Collect+ has found more than two-thirds (67%) of consumers have experienced a delivery issue, including missing or stolen parcels

One in 12 consumers now identify parcel security as their primary concern when choosing a delivery method Industry data shows more than £600 million worth of parcels were stolen across the UK last year

Welwyn Garden City, England, 1st September 2026: Collect+ data has revealed UK consumers are increasingly placing greater value on secure parcel delivery options, as concerns rise around “porch piracy”.

The research found that more than two-thirds (67%) of consumers have experienced an issue with a parcel delivery, including missing or stolen parcels. One in 12 consumers now identify parcel security as their primary concern when choosing a delivery option.

The findings come amid growing concern around parcel theft and delivery security across the UK. Last year, data was released to show a record £666.5m worth of parcels were stolen across the country, up from roughly £377m the year prior1.

Amidst this backdrop, the research revealed a strong adoption of parcel shop services, with 73% of consumers having used a parcel shop, demonstrating the growing role they play in the UK's delivery ecosystem. The younger generations were the most likely to use retailers for parcel services, with 77% of 18-24 and 79% of 25-34 year olds using their local shop or convenience store to collect, send or return parcels.

Flexibility is key

Alongside security, convenience and flexibility are also front of mind, with shoppers increasingly looking for delivery options that fit around their routines. Almost nine in ten (87%) consumers say having a choice of delivery and collection options is important when making online purchases, while a third (33%) cite flexibility around collection options as a key consideration, reflecting busy lifestyles and shifting working patterns.

An overwhelming 88% said proximity to either work or home was key when deciding where to collect, return and send parcels. Collect+, with its network of more than 14,000 secure parcel locations across the UK, helps meet this demand by providing convenient local collection points, many of which are open early until late, seven days a week, making it easier for shoppers to fit parcel collection around their daily schedules

Sam Holden, Director of Parcels and E-Commerce at PayPoint, said: “Security is front of mind for many shoppers, particularly when deliveries are left unattended. Parcel shops give consumers reassurance that their parcels are being held safely until they are ready to collect them.

"At the same time, customers want delivery options that fit around their lives, whether that means collecting on the way home from work or returning an online purchase at the weekend. Our retailer network across the country are helping make that possible, providing convenient, local locations where shoppers can collect and return parcels securely.”

ENDS

For further information please contact PayPoint@mhpgroup.com

About PayPoint Group

For tens of thousands of businesses and millions of consumers, we deliver innovative technology and services that make life a little easier. The PayPoint Group serves a diverse range of organisations, from SME and convenience retailer partners, to local authorities, government, multinational service providers and e-commerce brands.

Our products are split across four core business divisions:

In Shopping, we enhance retailer propositions and customer experiences through EPoS services via PayPoint One, card payment technology, Counter Cash, ATMs and home delivery technology partnerships in over 60,000 SME and retailer partner locations across multiple sectors. Our retail network of over 28,000 convenience stores is larger than many other everyday service networks combined.

In E-commerce, we deliver best-in-class customer journeys through Collect+, a tech-based delivery solution that allows parcels to be picked up, dropped off and sent at thousands of local stores.

In Payments and Banking, we give our clients and their customers choice in how to make and receive payments quickly and conveniently. This includes our channel-agnostic digital payments platform, MultiPay, offering solutions to clients across cash, card payments, direct debit and Open Banking. PayPoint also supports its eMoney clients with purchase and redemption of eMoney across its retail network.

In Love2shop, we provide gifting, employee engagement, consumer incentive and prepaid savings solutions to thousands of consumers and businesses. Love2shop is the UK’s number one multi-retailer gifting provider, offering consumers the choice to spend at more than 140 high-street and online retail partners. Park Christmas Savings is the UK’s biggest Christmas savings club, helping over 350,000 families manage the cost of Christmas by offering a huge range of gift cards and vouchers from some of the biggest high-street names, including Argos, Primark and B&M.

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Source: Company press release.

Categories: Reports and research