As January marked the busiest returns period of the year, new research from InPost UK confirms a clear shift in consumer behaviour: shoppers now expect returns to save them time and fit seamlessly around everyday life.
The nationwide survey found that nearly two-thirds of UK shoppers have actively chosen how 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 long queues.
Crucially, the research shows consumers are already shifting towards simpler alternatives. 64% of respondents say 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 that returns are no longer treated as a minor post-purchase task, but as a core part of the overall consumer shopping experience, particularly in January, when consumers are returning incorrect sizes, unwanted gifts and impulse purchases while trying to start the year feeling organised and in control.
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 shoppers delay returns by days or even weeks, not because they don’t want to return items, but because the process is too time-consuming and disruptive to their daily lives.
Inconvenience, not reluctance, is what slows people down. 38% of shoppers say having to print a returns label puts them off, while 32% cite inconvenient locations, 25% cite a lack of time, and 22% express concern about missing return windows. Together, these friction points turn returns into a form of everyday ‘life admin’ that adds unnecessary stress during an already pressured period.
Clothing is by far the biggest driver of January returns, with more than six in ten shoppers returning items due to incorrect size or fit, reinforcing the reality of online shopping and the need for fast, convenient, friction-free return options.
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.
What shoppers are rejecting isn’t returning items, it’s the wasted time that comes with queues, printers and limited opening hours. That frustration is particularly visible in January, when people want to clear their to-do lists and start the year feeling organised.InPost Lockers remove those friction points entirely. With 24/7 access, no need to print labels and locations people already visit as part of everyday life, they turn returns into a quick, easy and seamless task. That gives people time back, and that matters to consumers.
– Michael Rouse, CEO International, InPost
InPost operates one of the UK’s largest out-of-home locker networks, enabling shoppers to return parcels at a time and place that suits them, whether that’s during a supermarket trip, on the school run or after work.
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.
