As January marked the busiest returns period of the year, with many shoppers sending back items from the Christmas break, new research from InPost UK confirms a clear shift in consumer behaviour - shoppers now expect returns to save them time and fit around everyday life.
The nationwide survey found nearly two-thirds of UK shoppers have actively chosen the method they use to return parcels purely to avoid queues, underlining growing frustration with traditional returns methods that rely on printing labels, restricted opening hours or standing in queues.
Crucially, InPost’s research shows consumers are already shifting towards simpler alternatives. 64% said parcel lockers are a very appealing way to return items, with fewer than one in ten finding them unappealing, suggesting lockers are fast becoming an expected part of the returns journey.
The findings show returns are no longer treated as a minor post-purchase task, but a core part of the overall experience - and particularly in January - when consumers are returning incorrect sizes, unwanted gifts and impulse purchases.
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 delay returns by days or even weeks, not because they don’t want to return items, but because the process is too disruptive to their daily lives.
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.”
InPost said the findings highlight a broader shift in UK shopping behaviour, with consumers increasingly prioritising choice, flexibility and convenience across the entire parcel journey, not just at delivery, but at returns too.
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