Pickup Points vs Home Delivery: what do customers really prefer?

A choice that affects both conversions and logistics

“In 2025, 75.3 % of online purchases in Italy are still delivered to the customer’s home, but 22.5 % are already collected from a locker or pick-up point.” Gel Proximity

With more and more players offering automated lockers, pickup points and click-and-collect, one strategic question remains: do shoppers still want the convenience of home delivery, or are they shifting toward more flexible, sustainable options?

In this article we look at:

• the latest data on shopping behaviour
• the operational benefits of each fulfilment method
• how Qapla’ lets you manage PUDO and home deliveries in an integrated, traceable and fully branded way to optimise the delivery experience

Pickup Points, Lockers & Click-and-Collect: 2025 trends

Pickup solutions include:

• Automated lockers (e.g. InPost, Amazon Locker)


• Partner shops (news-stands, tobacconists, etc.)


• Click-and-collect (collection in the brand’s own store)

Italian online shoppers’ choice of delivery method

• Locker 5.6 %
• Third-party pickup 12.5 %
• Click-and-collect 4.4 %
Source: Gel Proximity

✅ Customer benefits

• Flexible hours – no need to be at home


• Privacy – especially valued for sensitive purchases


• Speed – many lockers are available 24/7

✅ Merchant benefits

• Fewer failed – delivery risks


• Lower shipping costs


• Better service in areas where couriers are less efficient

More than 60 % of European consumers view pickup choice positively, citing flexibility and convenience (PostNord 2023).

Home Delivery: Convenience that’s hard to beat

Home delivery remains the favourite option, especially in Italy where:

• 70 % of e-commerce users prefer parcels delivered to their door.


• 56 % associate home delivery with a “quality customer experience” (Netcomm NetRetail 2024).

✅ Customer benefits

• No travel required


• Immediacy (especially with express or same-day options)


• A deeply rooted habit

✅ Drawbacks

• Failed-delivery risk if no one is home


• Fixed delivery windows


• Higher environmental impact (long routes and repeat attempts)

27 % of carts are abandoned due to missing delivery options (ILG).

Pickup vs. Home: It’s About Offering Choice

It’s not about choosing one method; it’s about giving shoppers multiple options and letting them decide.

57 % of online buyers abandon the cart if their preferred delivery mode is missing (E-shopper Barometer 2023, Geopost/DPDgroup).

Integrated Management with Qapla’: Tracking for Every Channel

With Qapla’ you can:

1. Handle both home deliveries and pickup shipments from one dashboard.


2. Track both modes in real time.


3. Customise transactional emails and tracking pages, clearly showing
• where and when the parcel will be ready
• which carrier will deliver it
• pickup instructions (QR code, opening hours, etc.)

Personalised pickup-point emails see open rates up to +20 % above average (Qapla’ internal data).

What’s Next: Micro-Hubs and Sustainable Pickup

Growing e-commerce volume and sustainability concerns are driving:

• Urban micro-depots for walking/bike pickup


• Solar-powered lockers


• Carbon-neutral partner pickup points

Solar lockers and urban micro-depots fit the broader trend of sustainable last-mile logistics, increasingly demanded by eco-conscious consumers and EU regulations.

The European locker market is forecast to grow +12.3 % CAGR through 2027 (Statista).

It should rise from $213.31 million (2021) to $531.13 million (2028), 13.9 % CAGR (Business Market Insights).

Takeaways: What to Do Now

• Offering multiple delivery options boosts conversion rates.


• It cuts customer-care costs by reducing delivery issues.


• It builds loyalty by giving shoppers flexibility and control.

How Qapla’ helps

• Easily connect pickup networks of major carriers.


• Automate communications for both home and pickup deliveries.


• Deliver a seamless, transparent experience consistent with your brand.

FAQ