DHL Launches Returns via Parcel Lockers

Online shoppers choosing delivery with DHL can now return their goods via parcel lockers. The service is a collaboration with iBoxen and increases the number of access points for returns by more than 1,100 parcel lockers.

Parcel lockers are growing in popularity as end consumers make their delivery choices*. The lockers are located close to where consumers live, are available around the clock and there is no queuing. In the global DHL 2024 Online Shopper Trends survey, 30 percent of Swedish consumers prefer to return via parcel lockers, compared to 18 percent globally**. To meet growing demand for various delivery solutions, DHL expanded its e-commerce offering in April 2024 to include parcel lockers.

Online shoppers in Sweden can now also return their DHL Freight parcels via parcel lockers. This solution complements the existing return service via the approximately 1,900 parcel stores in DHL's nationwide network and strengthens the company's offering in e-commerce.

“Returns are an important issue for both shoppers and e-retailers and a key aspect for sustainable e-commerce. Our parcel-locker return solution increases flexibility and accessibility for end consumers, while enabling reduced traffic and environmental impact through fewer trips,” says Johan Widman, Director Ecommerce DHL Freight Sweden.

E-retailers that already have DHL's return service automatically get an even better offer to their customers, and the e-retailer thus does not need to develop or implement anything to get access to the feature.

“Returns via parcel lockers are part of our effort to ensure that DHL is the obvious choice in the parcel market for both shippers and shoppers,” says Johan Widman.

The launch of DHL's service is partly a result of deeper collaboration with iBoxen, where customers of DHL can already pick up their parcels in the iBoxen lockers.

“Our cooperation is expanded so that consumers who choose DHL can also send their returns via iBoxen. A solution that helps e-commerce continue to grow with the end consumer in focus,” says Calle Keller, Chief Operating Officer at iBoxen.

About returns via parcel lockers

• Returns can be made regardless of the DHL delivery method chosen by end consumers
• For returns, a prepaid return label is required
• Booking of return and place is done via the iBoxen app
• Parcels are returned via iBoxen’s parcel lockers
• Soon, the return service will also apply to DHL's yellow parcel lockers

*Swedish Trade Federation, E-commerce indicator August 2024, https://www.svenskhandel.se/rapporter/e-handelsindikatorn-augusti-2024

**Delivery & Returns Report in 2024 Online Shopper Trends, https://www.dhl.com/global-en/microsites/ec/ecommerce-insights/insights/reports/2024-delivery-and-returns-report.html

Link to the locator with all DHL and iBoxen lockers, https://www.dhl.com/se-en/home/freight/help-center-for-european-road-and-rail/dhl-servicepoint-finder.html