# Parcel Lockers and Click-and-Collect: A Guide for Retailers

URL: https://ecomchannels.com/insights/parcel-lockers-click-and-collect-australia/
Category: Shipping & delivery
Updated: 2026-10-30

> Why Australian shoppers want parcel lockers and click-and-collect, what it means for conversion and delivery costs, and how to add out-of-home options.

Parcel lockers and click-and-collect give shoppers control over when and where they pick up orders, and that choice now affects where they buy. Around a third of Australian shoppers would switch retailers to get out-of-home collection, locker use is growing about 20% a year, and collection removes many failed deliveries. Offering lockers and collection points at checkout, alongside home delivery, is a low-cost way to lift conversion and reduce delivery problems.

## Out-of-home delivery is growing fast

Australia is moving towards the out-of-home (OOH) delivery model that is already common in parts of Europe. Australia Post's [eCommerce Report 2026](https://auspost.com.au/content/dam/auspost_corp/media/documents/ecommerce-reports/annual-ecommerce-reports/ecommerce-report-2026.pdf) says OOH deliveries in Australia are growing at around 17% a year. In August 2026 Australia Post reported that [Parcel Locker usage was up 20%](https://auspost.com.au/business/grow-your-business/business-ideas-blog/parcel-lockers-locker-land-merchant-host-insights) year on year, with more than two million registered users and over 5,000 collection points, including 1,500+ Parcel Lockers.

The network has expanded quickly. Australia Post's [2024-25 annual report](https://www.transparency.gov.au/publications/infrastructure-transport-regional-development-communications-and-the-arts/australian-postal-corporation/australian-postal-corporation-annual-report-2024-25/overview/our-business-performance) notes it grew its 24/7 Parcel Locker network by 17.1% in FY25 to more than 70,000 locker compartments. Other carriers offer alternatives: CouriersPlease, for example, gives receivers access to [3,000+ HUBBED collection points](https://www.couriersplease.com.au/our-story).

## Why shoppers choose lockers

The reasons are practical. According to the 2026 Australia Post report:

- 69% like having a wide range of delivery options at checkout, including OOH collection and returns.
- 43% prefer delivery to collection points over home because it is safer and reduces the risk of theft.
- 92% say Parcel Lockers are easy to use.
- 32% would switch retailers to access out-of-home collection points.

Younger shoppers lead adoption. Australia Post's [2025 report](https://auspost.com.au/content/dam/ecommerce-report/australia-post-ecommerce-report-2025.pdf) found 56% of Gen Z and 45% of Millennials would switch retailers to access out-of-home collection points, and the 2026 report found 48% of Gen Z prefer collection points when they won't be home.

There is still room to grow: 42% of consumers do not know about Parcel Lockers, but 74% would consider using them once they do. Telling customers the option exists is part of the job.

## What retailers gain

**Fewer failed deliveries.** A locker delivery succeeds the first time, which avoids carded parcels, re-delivery and "where is my order" contacts. Australia Post reports that Parcel Locker deliveries achieve more than three times the NPS of missed deliveries.

**Lower delivery cost across the network.** McKinsey's [2024 analysis](https://www.mckinsey.com/de/publikationen/2024-10-28-ooh-delivery) found the last mile generates 60 to 70% of overall parcel delivery costs in a home delivery network, and that raising parcels per stop from one to five can cut delivery costs (labour and vehicles) by more than 50%, provided lockers are well used. That is the carrier's saving, but it supports the economics of the service retailers buy.

**Easier returns.** Australia Post says returns through Parcel Lockers are up 36% year on year. Our guide to [returns management](https://ecomchannels.com/insights/ecommerce-returns-management-australia/) covers this further.

## Click-and-collect: speed is the expectation

For retailers with stores, click-and-collect does a similar job and adds foot traffic. But shoppers expect it to be fast. The [Grant Thornton and Power Retail survey](https://www.grantthornton.com.au/globalassets/1.-member-firms/australian-website/industry/retail/pdfs/gtal_2025_grant_thornton_power_retail_report.pdf) of 1,018 Australians found 65% expect to collect a click-and-collect order within 60 minutes, and 22% within 30 minutes. Most were willing to pay $1 to $5 for a click-and-collect service with a turnaround of 30 minutes or less. Click-and-collect availability influenced loyalty for 20% of respondents.

Fast collection depends on accurate store-level stock. If the website says an item is in store and it is not, the customer's trip is wasted and trust drops.

## How to add out-of-home options

1. **Add a collection point or locker selector at checkout.** Australia Post offers a collection point widget, API and Shopify app; other carriers have their own options.
2. **Promote it early.** Mention lockers on product pages, in FAQs and at checkout, with plain benefits such as "collect any time" or "no missed deliveries".
3. **Check size limits.** Australia Post says Parcel Lockers suit parcels up to 16kg and no larger than 35 x 44 x 61cm. Exclude larger items automatically.
4. **Keep store stock accurate** before offering click-and-collect, and set clear pick-up times.

## Key figures

- 32% of shoppers would switch retailers to access out-of-home collection points ([Australia Post, 2026](https://auspost.com.au/content/dam/auspost_corp/media/documents/ecommerce-reports/annual-ecommerce-reports/ecommerce-report-2026.pdf)).
- Parcel Locker usage is up 20% year on year, with more than two million registered users ([Australia Post, 2026](https://auspost.com.au/business/grow-your-business/business-ideas-blog/parcel-lockers-locker-land-merchant-host-insights)).
- Australia Post grew its Parcel Locker network by 17.1% in FY25 to more than 70,000 compartments ([Australia Post Annual Report, 2025](https://www.transparency.gov.au/publications/infrastructure-transport-regional-development-communications-and-the-arts/australian-postal-corporation/australian-postal-corporation-annual-report-2024-25/overview/our-business-performance)).
- Raising parcels per stop from one to five can cut last-mile delivery costs by more than 50% ([McKinsey, 2024](https://www.mckinsey.com/de/publikationen/2024-10-28-ooh-delivery)).
- 65% of Australians expect to collect click-and-collect orders within 60 minutes ([Grant Thornton and Power Retail, 2025](https://www.grantthornton.com.au/globalassets/1.-member-firms/australian-website/industry/retail/pdfs/gtal_2025_grant_thornton_power_retail_report.pdf)).

## How eComChannels helps

Offering lockers and click-and-collect only works if the back end keeps up. [Order management](https://ecomchannels.com/products/order-management/) keeps stock synced across your stores, warehouse, webstore and marketplaces, so click-and-collect promises match what is actually on the shelf, and routes orders to the right location for picking. [AI auto shipping](https://ecomchannels.com/products/ai-shipping/) creates the correct labels for locker and collection-point deliveries with your carriers, lodges manifests and sends tracking back to the customer's channel. Our [branded storefronts](https://ecomchannels.com/products/storefronts/) connect to the same data, so delivery and collection options are presented consistently on your own site. More choice at checkout, with fewer failed deliveries to manage.

To see it with your setup, [book a demo or start a 30-day free trial](https://ecomchannels.com/book-a-demo/).

## FAQ

### Do parcel lockers increase online sales?

They can lift conversion by giving shoppers a delivery option they want. Australia Post found 32% of shoppers would switch retailers to access out-of-home collection points, and 69% like a wide range of delivery options at checkout.

### What size parcels fit in Australia Post Parcel Lockers?

Australia Post says Parcel Lockers are suited to parcels up to 16kg and no larger than 35 x 44 x 61cm.

### How fast should click-and-collect be?

Faster than many retailers assume. A 2025 survey found 65% of Australians expect to collect within an hour of ordering, and 22% within 30 minutes.

## Sources
- Australia Post eCommerce Report 2026, Australia Post (2026): https://auspost.com.au/content/dam/auspost_corp/media/documents/ecommerce-reports/annual-ecommerce-reports/ecommerce-report-2026.pdf
- Australia Post eCommerce Report 2025, Australia Post (2025): https://auspost.com.au/content/dam/ecommerce-report/australia-post-ecommerce-report-2025.pdf
- Parcel Lockers in Australia: What merchants and hosts learned at Locker Land, Australia Post (2026): https://auspost.com.au/business/grow-your-business/business-ideas-blog/parcel-lockers-locker-land-merchant-host-insights
- Australian Postal Corporation Annual Report 2024-25: Our business performance, Australia Post / Transparency Portal (2025): https://www.transparency.gov.au/publications/infrastructure-transport-regional-development-communications-and-the-arts/australian-postal-corporation/australian-postal-corporation-annual-report-2024-25/overview/our-business-performance
- Out-of-Home Delivery: Mapping its evolution and its course into the future, McKinsey & Company (2024): https://www.mckinsey.com/de/publikationen/2024-10-28-ooh-delivery
- Value, Speed, and Reliability: What's Driving Australian Retail, Grant Thornton Australia and Power Retail (2025): https://www.grantthornton.com.au/globalassets/1.-member-firms/australian-website/industry/retail/pdfs/gtal_2025_grant_thornton_power_retail_report.pdf
- CouriersPlease: Our Story, CouriersPlease (2026): https://www.couriersplease.com.au/our-story