£666.5 Million in Parcel Theft Shows It’s Time for Retailers to Rethink Delivery
A record-breaking £666.5 million worth of parcels were stolen across the UK in the last 12 months. That figure, revealed in a recent report from Quadient, should make every retailer that currently relies on doorstep delivery rethink their strategy.
According to the Freedom of Information (FOI) data, 4.83 million homes experienced at least one stolen parcel, a 31% increase on the previous year, with December and November remaining the peak months for theft. The average value of a stolen parcel rose to £138, and most of these thefts weren’t even reported. Only one in 353 was reported to police.
For retailers, the consequences go beyond the loss of stock. Every missing parcel means a potentially lost customer, increased support costs, and damage to brand trust – especially during the most critical trading period of the year.
What the data tells us about customer expectations
Quadient’s supporting research paints a clear picture of how shoppers are feeling about delivery:
- • 64% would feel more comfortable using secure parcel lockers or collection points over doorstep delivery
- • 68% would rather miss a delivery than risk their parcel being stolen
- • 79% believe authorities aren’t doing enough to address the issue
Why doorstep delivery is so risky
- • High-value items are vulnerable – especially during peak season, when parcel volumes rise and theft spikes
- • Default delivery options aren’t secure – shared entrances are an easy target and ‘leave in a safe place’ or ‘with a neighbour’ puts too much responsibility on the customer
- • Rising WISMO queries – support teams face growing pressure from customers chasing lost or delayed parcels
- • Hidden operational costs – refunds, replacements and customer support add up, and most of it’s absorbed by the retailer
- • Reputation trust takes a hit – failed deliveries and theft directly impact how customers feel about your brand
Shoppers want an alternative
As parcel theft rises and delivery confidence falls, consumers are actively looking for safer, more convenient ways to receive their orders.
We know from HubBox research that 70% of online shoppers now want the option to choose local pickup at checkout.
With HubBox, retailers can easily offer out of home (OOH) delivery to their shoppers at the point of checkout.
Through a simple integration with your existing setup, customers can choose to collect their orders from a secure pickup point, whether that’s a locker, local shop, or another trusted location, like a petrol station or post office. It’s a proven way to reduce failed deliveries and increase customer confidence.
HubBox works with leading carriers including Evri, Royal Mail, DPD, DHL and UPS, giving your customers access to thousands of convenient pickup points.
The software integrates with 99% of checkouts, including all major e-commerce platforms and custom-built sites. Implementation is fast and fully managed by our in-house experts, with most retailers up and running in just a few days.
Why offer local pickup?
By adding local pickup to your checkout, you give customers the security and flexibility they want, while reducing theft, support costs and delivery issues for your business.
There are major benefits for both retailers and customers.
The benefits for retailers
- • Reduced theft, with fewer parcels left unattended
- • Fewer WISMO queries and missed deliveries
- • Lower delivery costs, driven by consolidated carrier rates on out of home deliveries
- • Fewer refunds and replacement orders, protecting margins
- • Improved customer experience and increased brand trust
- • Higher conversion rates (a growing number of shoppers will only checkout if an out-of-home option is offered)
The benefits for shoppers
- • Peace of mind, knowing parcels won’t be left outside or go missing
- • Flexible collection, with the option to choose a convenient pickup location
- • Lower delivery costs at checkout, as pickup is often cheaper than home delivery
