Why Gen Z and Millennials want Parcel Lockers at checkout

Why delivery is now part of the customer experience 

Shopping habits have shifted. Customers are placing smaller, more frequent orders and bringing higher expectations to every purchase.  

That means delivery is no longer just a logistics function - it’s part of the whole customer experience. 

For younger shoppers in particular, that experience needs to feel flexible, convenient and on their terms. 

Why retailers should offer Parcel Lockers at checkout 

Gen Z and Millennials are not waiting around for deliveries.  They are choosing how, when and where delivery happens - and Parcel Lockers are becoming an increasingly important part of that expectation. 

For retailers, the opportunity is clear - offer delivery options at checkout that reflect how customers want to shop and collect today.

Why delivery choice affects checkout conversion 

You can get the product, price and marketing right - and still lose the sale at checkout if your delivery options don’t meet customer expectations. 

For today’s shoppers, delivery is not a backend detail. It is part of the purchase decision. If the experience does not feel easy, flexible and on their terms, they may abandon their cart. That is why Parcel Lockers are becoming an increasingly important checkout option for retailers.  

Why Gen Z and Millennials matter to retailers 

Gen Z are leading a shift toward convenience, control and digital first shopping experiences and are projected to reach $12 trillion in worldwide spending power by 2030.¹  

Millennials also remain a critical audience, with Australia’s biggest online spend at $29.7 billion in 2025 alone.²

These younger shoppers are buying more often, placing smaller orders and switching brands quickly when the experience falls short. 

And when delivery does fall short, customers are vocal. As one shopper put it: “Living in an apartment, deliveries are always tricky - we usually just end up with a card and then I have to run around trying to collect it.” 

That kind of friction doesn’t just impact one order - it can influence whether a customer comes back. 

Does delivery choice really matter at checkout? 

Yes, and the data is clear. 73% of shoppers say a good delivery experience makes them more likely to shop online² and 69% want more choice at checkout, including options like Parcel Lockers.² 

For Gen Z and Millennials, it is fast becoming a dealbreaker, with 1 in 4 willing to switch retailers to get Parcel Locker pickup.³ The message for retailers is simple: delivery is no longer just a logistics decision. It can influence both conversion and loyalty. 

How Parcel Lockers reduce friction for shoppers

Gen Z and Millennials don’t want to plan their day around a delivery - they want convenience on their terms.  

These customers consistently tell us that flexible collection matters - “I work late, not the usual 9 to 5, so sending my online orders to a Parcel Locker means I can collect it 24/7.” 

It’s not just about working hours; it’s about reducing uncertainty - as these Gen Z’s highlighted “It was easy as I knew no one was going to be home that day.” and “Easy collection at any time… the barcode with the access number was very convenient.” 

For customers, Parcel Lockers can help remove common delivery pain points, including: 

• Missed deliveries and carding
• Waiting at home for a parcel
• Security concerns for unattended deliveries
• Limited collection windows 

Replacing these pain points with benefits such as: 

• 24/7 access 
• Secure collection 
• A predictable, on-demand experience

As another customer put it: “It’s so much better than having to get to the Post Office during opening hours and wait in a queue. That added sense of control can improve the delivery experience and help build trust in your brand.  

How Parcel Lockers improve checkout performance 

This is where many retailers lose momentum. You can invest heavily in brand, product and marketing, but if the delivery experience at checkout does not meet expectations, customers may hesitate or abandon their purchase. 

In those final moments before purchase, shoppers are making a series of decisions. 

They are comparing delivery options in real time, thinking about when they need the item, whether they will be home and how easy it will be to collect if they are not. Often, the deciding factor is convenience. 

Forever New offers a clear example. After integrating Parcel Lockers into checkout, the retailer saw a 12% reduction in missed deliveries (carding), a drop in checkout abandonment and a 60% increase in Parcel Locker deliveries.  

As Callum Shaw, Head of Digital & eCommerce at Forever New said "Adding the Australia Post Parcel Collection Widget gave our customers more choice at checkout and removed friction from their purchase journey."

When customers can choose a Parcel Locker upfront, delivery becomes part of the decision - not a post-purchase fix. That can give shoppers more confidence at checkout and help reduce missed deliveries and re-attempts. 

With nearly 7 in 10² shoppers wanting more choice at checkout, Parcel Lockers are becoming a practical way for retailers to improve the customer journey.

How Parcel Lockers support loyalty and satisfaction 

This is not about adding another feature at checkout. It is about removing friction between interest and purchase. 

When Parcel Lockers appear at checkout, retailers are offering more than another delivery option. They are making the experience feel easier, more flexible and more reliable for shoppers. 

It is also something customers notice in their day-to-day experience:  

• “It took me less than 2 minutes to collect my order… easy as that.” 
• “You don’t have to worry if it’s going to be safe at home.” 
• “24-hour access makes it so much easier with my working hours.” 

These are the kinds of practical experiences that can shape how customers feel about your brand after purchase.