Half of Brits abandon their cart at checkout because of delivery fees
As businesses enter the second half of the financial year, the home delivery expert Parcelhero has done a deep dive into the latest consumer trends. It has found that unexpectedly high delivery fees and a lack of delivery options make many online shoppers abandon their cart. However, even though delivery costs are critical, green deliveries remain important to UK shoppers.
Parcelhero’s head of consumer research, David Jinks MILT, says: ‘Our latest analysis of 2025’s shipping trends reveals that 1 in 2 online shoppers abandon their purchase because of delivery fees. For many, hidden or costly delivery fees are a deal-breaker.
‘Reflecting this dislike of shipping fees, 72% of shoppers also say free delivery will make or break a purchase. That percentage is rising fast. When Parcelhero researched free deliveries back in 2020, only 57% of British shoppers said free shipping was key to their choice of retailer.
‘In many ways, delivery options have become a key tool for marketers. For example, back in 2020, only 58% of online shoppers agreed they would spend more online to qualify for free delivery. Our mid-2025 analysis shows a sizable 80% of UK shoppers are now prepared to spend more to meet minimum free delivery thresholds. The majority of shoppers said around £40 was an acceptable minimum order price threshold they would be willing to meet to qualify for free deliveries.
‘Equally important to consumers are return options. A whopping 74% of us check retailers’ returns policies before buying from a site. Easy, printer-free returns are high on most shoppers’ must-have lists. 55% of shoppers mainly buy from sellers offering free returns and 1 in 2 online buyers say free returns are the single improvement they most want to see from their favourite retailers.
‘While cost is clearly important to Brits, it doesn’t come at the expense of the environment. Our latest analysis found that 61% of shoppers want to see more green delivery choices. Preferred options include slower eco-friendly deliveries, consolidated shipping and less packaging. Of course, some of these green options actually save shoppers money as well but, nonetheless, there is little doubt that today’s customers are more climate-conscious than ever.
‘Finally, it’s fascinating to see that, while free deliveries and easy returns dominate shoppers’ priorities, same-day deliveries aren’t so important to them. It is likely that saving money, rather than ultra-convenience, now tops many shoppers’ agendas as we enter the potentially choppy financial waters of the second half of 2025.
‘As consumers tighten their belts, it’s those stores with a combined High Street and online offering – including multiple delivery and return options – that are most protected against inflation pressures and unexpected events. Parcelhero’s influential report “2030: Death of the High Street” has been discussed in Parliament. It reveals that retailers must develop an omnichannel approach, embracing both online and physical store sales. Read the full report at: https://www.parcelhero.com/content/downloads/pdfs/high-street/deathofthehighstreetreport.pdf