Parcel Lockers in Australia: What merchants and hosts learned at Locker Land

Parcel Locker usage is up 20% year on year, and Australians are increasingly choosing when and where they collect. At Locker Land, we invited merchants and hosts to step inside that experience for themselves – here's what they saw and what it means for conversion, loyalty and foot traffic.

Australians have changed how they collect. Have you changed how you deliver?

Something has shifted in the way Australians shop. The parcel is no longer the finish line; the collection is. And more of us want that moment to happen on our schedule – after hours, on the weekend, on the walk home. 

Parcel Locker usage has grown 20% year on year, and demand keeps building as customers look for easier ways to send, collect and return. 

That’s why we’re significantly expanding our Parcel Locker network, bringing collection closer to where Australians live, work and shop. And it's why we built Locker Land – but more on that shortly.

How many Australians are using Parcel Lockers?

More than two million Australians are now registered Parcel Locker users¹. Customers can access more than 5,000 collection points across the country, including 1,500+ Parcel Lockers¹ at Post Offices, apartment buildings, shopping centres and transport hubs. 

The appetite is clear at checkout, too. Seven in ten shoppers want a range of delivery options and almost one in three would switch retailers to access out of home delivery². Returns via Parcel Lockers are also moving just as fast, up 36% year on year¹.

"Australians are looking for delivery options that give them greater flexibility and control," says Gary Starr, Executive General Manager, Parcel, Post and eCommerce Services at Australia Post. “Parcel Lockers offer a secure and convenient way for people to collect parcels when it suits them. We’re investing in the network and services that help businesses meet those changing expectations.”

What is Locker Land?

Numbers tell one story. Living it tells another – which is exactly why we created Locker Land, an immersive event where merchant and host customers stepped inside the Parcel Locker journey as Australian consumers live it.

Across four interactive zones, guests explored the checkout journey, used a Parcel Locker and heard from leaders in out of home delivery – including global eCommerce and out of home delivery expert Jacek Powalka, who put it plainly: "Parcel Lockers are no longer a logistics accessory. They are a conversion tool, a returns engine, a footfall driver and a way to monetise the store estate."

What did merchants and hosts say about Locker Land?

Merchants who toured Locker Land say it helped everything ‘click’; from the growing customer demand – especially with high frequency Gen Z and Millennial shoppers - to the impact on conversions, retention and commercial outcomes. 

"Interactive, informative and brought the Parcel Locker experience to life. The weekend pickup and after-hours convenience are huge positives. I can see our customers getting really excited," Rochell Monk, Business Project Manager, Decjuba told us. 

For others, it helped them realise what else Parcel Lockers offer – including providing a simple and convenient option for returning items. 

"The returns experience via Parcel Lockers reinforced the importance of thinking like tomorrow's customer and finding new ways to make their experience seamless," said Jane Basset, Customer Experience Manager, Jo Mercer and Wittner Shoes.

Why do Parcel Lockers matter commercially?

What customers felt in the room, our data confirms. Nearly three in four shoppers say the delivery experience influences whether they shop with a retailer again, and seven in ten want more choice at checkout² – including options like Parcel Lockers. The numbers show lockers can have a real impact on customer loyalty and even your bottom line. 

That preference shows up in the experience itself. Direct Parcel Locker deliveries achieve higher Net Promoter Score (NPS) than direct-to-home delivery, and more than three times higher NPS than a missed delivery³.

For merchants, offering Parcel Lockers at checkout can give customers more collection choice and support a better delivery experience, with improved first-time delivery and fewer complaints. For hosts, it means more foot traffic and a new way to make a property work harder. Recent research found that 42% of shoppers browsed nearby businesses when collecting a parcel from a Parcel Locker – and of those who made a purchase, more than half spent over $25 in-store⁴.

How can I experience Locker Land?

Locker Land didn't end when the doors closed. lockerland.com.au is our always-on experience for any business wanting to stay competitive on delivery – whether you were in the room, want to share it with your team or are weighing up your next move. Explore how Parcel Lockers work in the real world, dig into the customer insights and download the merchant and host toolkits to plan your next step ahead of peak.

¹ Australia Post internal data, Locker Lens

² Australia Post internal research, Omnibus FY26 Aggregate

³ Australia Post internal research, Track and Receive Research

⁴ Australia Post internal research, Track and Receive Research, Flexi Module Jul26