Research from PayPoint has revealed that consumers increasingly value having a choice of delivery and collection options when shopping online, highlighting the growing importance of flexibility for retailers looking to meet evolving customer expectations.
The research, based on a survey of more than 2,000 UK consumers, found that 86.5% consider it important to have a choice of delivery or collection options at checkout. The findings come as wider industry research shows UK consumers are increasingly willing to pay for delivery services that meet their individual needs, with 61% prepared to pay a premium for a chosen or faster delivery option in 2026.
The findings suggest that while fast delivery has become an expectation for many shoppers, choice is emerging as a key differentiator for retailers. Industry data shows 63% of UK consumers now expect a typical online order to arrive within two days as standard, reinforcing the need for retailers to compete on more than speed alone.
Nearly one-third (32.6%) of consumers said having flexible delivery and collection options matters more than receiving the fastest delivery available, while a further 24.7% said speed and flexibility are equally important.
Convenience also remains a key factor for consumers using parcel collection and drop-off services. Almost nine in ten (88.3%) respondents said it is important for parcel collection and drop-off points to be located close to their home or workplace. Meanwhile, nearly two-thirds (64.8%) said they would only be willing to travel up to 10 minutes to collect or return a parcel.
The findings reinforce the importance of extensive and accessible parcel networks, enabling consumers to choose the delivery and returns options that best suit their circumstances. With a growing network of over 14,000 local retailers, Collect+ provides a carrier-agnostic platform that offers a wide range of delivery and collection options, while allowing consumers to choose the carrier, service or location that best fits their needs.
Sam Holden, Director of Parcels and E-Commerce at PayPoint, commented: “Consumers increasingly expect delivery and return options that fit around their daily lives. Our research shows that shoppers are also looking for greater flexibility and the freedom to choose the option that works best for them.
“There is no one-size-fits-all approach to delivery and returns, customers want to choose who, when and where they access parcel services. . Through Collect+, we continue to support retailers in offering the breadth of options consumers expect, while making parcel services more convenient for communities across the UK.”
