Ask me anything about … Parcel Lockers
If you’re looking for a simple way to improve your customers’ delivery experience, let us introduce Australia Post Parcel Lockers.
We asked leading retailers, Oz Hair and Beauty and THE ICONIC, to share their experiences with offering Parcel Locker delivery to shoppers. From implementation to real-life business results and what their customers think of the offering, they break down what worked, what they learned, and how Parcel Lockers are helping them meet growing expectations for convenience, security and flexibility.
What are Parcel Lockers?
Parcel Lockers are free, self-service parcel collection and lodgement points. When a shopper chooses to have their parcel delivered to a Parcel Locker, they receive a notification with a code to unlock the locker and collect their parcel.
Parcel Lockers are free and available 24/7, so the shopper can collect, return or send their parcel at a time that suits them.
There are a variety of locker sizes suited to almost all1 parcels that retailers send.
What are the benefits of using Parcel Lockers for eCommerce businesses?
Consumers can register for a Parcel Locker and use this address at checkout. Retailers who provide this capability in their checkout offer the most frictionless experience and, as a result, have significantly more customers benefiting from the Parcel Locker experience.
“Delivery to Parcel Locker is our highest rated delivery service from an NPS (net promoter score) perspective,” says Guy Nappa, Director at Oz Hair and Beauty.
“We sell the same products as other businesses, so customer experience is where we can be competitive and stand out.”
Guy adds, “Services like this that exceed existing results allow us to stay ahead of the competition.”
What are the business results from offering Parcel Lockers to customers at checkout?
“The result overall has been very positive, with higher conversion rates and a smoother shopping experience. It's also reduced our cart abandonment rate a lot – because it helps customers feel more confident when it comes to completing the purchase,” says Rostin Javadi, COO at THE ICONIC.
How does offering Parcel Lockers affect your NPS score?
“Delivery experience is the biggest contributor when it comes to both positive and negative NPS [net promoter score]. The correlation is high,” says Rostin.
On average, businesses who select a Parcel Locker are very satisfied, which is reflected in their NPS of around +75, in comparison with the carding experience NPS which is typically around +20.
Are out-of-home collection points like Parcel Lockers important to shoppers?
Out-of-home collection points are especially important to younger shoppers, who value the convenience of picking up parcels while out doing other jobs, like going to the supermarket, grabbing a coffee, doing some shopping and going to the gym.
56% of Gen Zs and 45% of Millennials would switch retailers to access out-of-home collection points.2
What do shoppers say about using Australia Post Parcel Lockers?
Rostin says, “We’ve had a lot of positive feedback. Customers have told us that having a Parcel Locker option takes away stress around carding.
“For a lot of urban shoppers who are living in places where it’s not practical for a package to be dropped somewhere safe, it gives them peace of mind.”
What do shoppers like about Parcel Lockers?
The top four things customers like about using Parcel Lockers are:2
- Knowing their parcels are kept secure.
- Parcels are easy to pick up at a time that suits the shopper.
- A great option when home doesn't have a safe place to leave a parcel.
- Collection points are conveniently placed near home, work, school or university.
Talk to us about how we can partner with you
Talk to us about how we can partner with you
Do you send 2,000+ domestic parcels a year and don't have an account manager?
What’s the best way to offer Parcel Lockers as an option for your customers at checkout?
Your choice of the Australia Post Collection Point widget, Shopify extension or API offers your customers a way to choose a Parcel Locker at checkout.
THE ICONIC used the Australia Post Collection Point Widget and Collection Point API to incorporate the choice of delivery to a 24/7 Parcel Locker or Post Office at checkout on their app and website. “It was pretty fast and quite easy to install,” says Rostin.
“We noticed that a lot of customers were already, through manual address entry, sending packages to Parcel Lockers before we incorporated the widget. So they were telling us that's an option that they wanted. We just made it more seamless for them.”
How easy is it to add Parcel Lockers as an option for your customers at checkout?
Oz Hair & Beauty use the Shopify eCommerce platform. Guy says, “The tech side is very easy. Australia Post have created the Collection Point Shopify app. It’s essentially plug and play – you download it via the Shopify app store and it appears on your checkout page. It all happens within a few clicks, so it’s incredibly seamless.”
Will Australia Post support you to keep offering Parcel Lockers to your customers?
“From a support perspective, Australia Post really understand what’s going on in the back end. They support us,” says Guy.
Where are Australia Post Parcel Lockers located?
Parcel Lockers are available at 800+ locations nationwide. They’re in convenient places like apartment buildings, shopping centres, train stations and Post Offices.
Are Australia Post Parcel Lockers free?
Whether your customers are receiving a delivery or returning an order, Parcel Lockers are free and easy-to-use 24/7.
What can be delivered to Parcel Lockers?
Parcel Lockers are ideal for parcels up to 16kg and no larger than 35 x 44 x 61cm.
How safe are Parcel Lockers?
If your customer lives in an apartment or house that doesn't have a safe place for posties to leave parcels, they can have deliveries sent to a free, secure 24/7 Parcel Locker. That way, they know their parcels will be delivered safely.
No one else can open the Parcel Locker, because we send that customer a unique one-off access code to open it. That’s what makes Australia Post Parcel Lockers easy, convenient and secure.
How to use a Parcel Locker for online deliveries
For your customers, there are four easy steps to using a free, 24/7 Parcel Locker. They can then pick up, return or send a parcel, anytime, from one of 800+ convenient locations nationwide.
Is there tracking for Parcel Locker deliveries?
Yes, customers receive full tracking updates by SMS, email or app notification and receive a notification with a unique code when their parcel is ready for collection. You’ll also have visibility over the delivery through our usual tracking tools.
Do Parcel Lockers work for express or next day deliveries?
Parcel Lockers are available for a range of Australia Post delivery services, including Express Post, depending on the destination.
Can Parcel Lockers also be used for returns?
Yes, Parcel Lockers can also be used to return parcels — making them a flexible, end-to-end delivery and returns solution. Customers simply lodge their return parcel in a Parcel Locker by scanning the barcode on the parcel,
MyPost Business can help with your parcel sending
MyPost Business can help with your parcel sending
From automating shipping label creation to booking parcel pickups, MyPost Business is here to help eCommerce businesses save time and money every send.
1 Up to 16kg and 35cm x 44cm x 61cm
