Top UK retailers: delivery services and carriers used: 2023
This report identifies the delivery services, and the carriers, which are used by the retailers which comprise InternetRetailing’s UK Top 500. click for list of retailers included
– The summary report analyses overall usage patterns and makes comparisons with previous years
– The accompanying database names the carrier/s and service provider/s used for each service by each retailer, where we are able to identify them.
For each of the top UK retailers it answers:
– Which delivery services does the retailer offer?
– Which provider/s does it use to carry them out?
It also answers questions on overall service and carrier usage patterns such as:
– How widely used are the leading carriers for express services and for economy services?
– Which retailers have switched carrier/s?
– What proportion of the top retailers offer same day delivery?
– What proportion offer click and collect via their own stores, via third party parcel shop and locker networks or via both?
– Who are the main providers used for international delivery and two-man delivery?
The services covered are:
– Standard / economy delivery
– Express / next day delivery
– Click and collect services
– Same day delivery
– Two man delivery
– International delivery
Highlights from the report
While almost all retailers included in the sample offer standard / economy delivery, a significant (and increasing) proportion (25%) do not offer an express / next-day service
– DPD, Royal Mail and Evri are the most widely used carriers across all services with DPD having gained significant share over the last four years.
– For economy services, Royal Mail is the most widely-used carrier with 117 customers out of the 461 who use delivery services using it, followed by Evri with 102.
– As in the past, DPD is the most widely used next-day / express carrier, used by 119 customers. Evri, although traditionally an economy carrier, now ranks second as its express services have gained traction across the large number of top retailers it serves.
2023 saw the reversal of last year’s surprise decrease in the proportion of the top retailers who offer click and collect.
– Having increased from 63% in 2018 to 68% in 2021, the figure fell to 57% last year.
2023 saw a rebound to 64%
– Usage of own stores for click and collect both continues to be more widespread than usage of third party parcel shop and locker networks with both recovering this year.
– Evri is the most widely used network, having overtaken Collect+. Historically, Evri focused on ‘Send’ parcels, in particular from eBay sellers rather than click and collect but this result suggests it has successfully expanded its focus.
Same day remains a niche service offered by just 13 of the 461 retailers, a significant fall since 2019 which was the peak year for the service – when CitySprint attempted to transform the market via its On the dot service.
Two-man delivery is only relevant for a small proportion of top retailers (eg carpet and furniture retailers, DIY stores and builders merchants) hence it inevitably has low penetration. The leading providers are ArrowXL, Panther, Wincanton and BJS. Findings confirm that the segment is fragmented with significant usage of in-house operations, including by some of the largest retailers of furniture and white goods, such as Currys/PC World, Argos and John Lewis.
The trend for fewer UK retail sites to no longer offer international delivery continued with just 11% of the 2023 sample, or 52 retailers, offering it. We believe that this results from:
– Large retailers increasingly having dedicated websites and supply chain operations for each of their major markets, hence their UK site is solely for the UK market.
– Some websites not offering international options after detecting we were accessing them from the UK
– Some retailers no longer offering international services as a result of the greater costs and complexity of doing so following Brexit.
What are the sources and methodology?
The information was gathered through the following sources:
– Service and carrier information provided on the retailers’ websites and checkout modules
– Calls to customer services teams at the retailers
– Press searches
It has been sense-checked and cross-referenced with other sources to produce a detailed record of service usage
The main sample consists of 461 companies drawn from the Top 500. The remainder have been excluded because they do not offer conventional delivery services for a variety of reasons including sale of digital goods, marketplace or franchise operation where the decision is decentralised, food retailers with specific in-house delivery operations or having ceased trading since the list was complied
Nevertheless, it is inevitable that there will be gaps where we have not been able to identify all providers used, providers may have changed or otherwise.
List of retailers
& OTHER STORIES
ABEBOOKS
ABERCROMBIE & FITCH
ABOLA
ADIDAS
AGENT PROVOCATEUR
ALAMY
ALDI
ALEXANDER MCQUEEN
ALIEXPRESS
ALLBEAUTY
ALLEGRO
ALLSAINTS
AMARA
AMAZON
AMERICAN GOLF
ANGLING DIRECT
ANN SUMMERS
ANTHROPOLOGIE
AO
APPLE
APPLIANCESDIRECT
ARCO
ARGOS
ARMANI
ASDA
ASICS
ASOS
ASPINAL OF LONDON
ASUS
AUDIBLE
AVON
AXMINSTER
B & M STORE
B&Q
BANANA REPUBLIC
BANG GOOD
BARKER & STONEHOUSE
BATHSTORE
BEATPORT
BEAUTY BAY
BEAVERBROOKS
BENSONS FOR BEDS
BERRY BROS. & RUDD
BERSHKA
BILLABONG
BLACKS
BLINDS2GO
BLIZZARD
BODEN
BOOHOO
BOOKDEPOSITORY.COM
BOOTS
BOSE
BOTTEGA VENETA
BOUX AVENUE
BOX.CO.UK
BRANDALLEY
BRAVISSIMO
BRORA
BT SHOP
BUILD-A-BEAR WORKSHOP
BUNGIE
BURBERRY
BURTON (US)
BUYAGIFT
CALVIN KLEIN
CAMPER
CARD FACTORY
CARPETRIGHT
CARPHONE WAREHOUSE
CASETIFY
CASS ART
CATH KIDSTON
CCL COMPUTERS
CEX
CHAIN REACTION CYCLES
CHAOS CARDS
CHARLES CLINKARD
CHARLES TYRWHITT
CLAIRE’S
CLARKS
CLINIQUE
COAST
COS
COSTCO
COTSWOLD OUTDOOR
COTTON TRADERS
CRABTREE & EVELYN
CREW CLOTHING COMPANY
CROCS
CROCUS
CRUISE
CULT BEAUTY
CURRYS
CYBERPOWERPC
DECATHLON
DEICHMANN
DEMON TWEEKS
DESIGUAL
DFS
DHGATE.COM
DIESEL
DIOR
DR. MARTENS
DREAMS
DULUX DECORATOR CENTRES
DUNE LONDON
DUNELM
EBAY
EBUYER.COM
ELLIS BRIGHAM MOUNTAIN SPORTS
EMMA BRIDGEWATER
END.
EPIC GAMES
ERNEST JONES
ESPRIT
ETSY
EURO CAR PARTS
EURONICS
EVANS CYCLES
EVERYTHING5POUNDS.COM
F.HINDS
FARFETCH
FARNELL ELEMENT14
FARROW & BALL
FASHION EYEWEAR
FAT FACE
FENDI
FENWICK
FLANNELS
FOOT LOCKER
FOOTASYLUM
FOOTPATROL
FORCE 4
FOREVER 21
FORTNUM & MASON
FOSSIL
FOYLES
FRAGRANCE DIRECT
FRASER HART
FRED PERRY
FREE PEOPLE
FREEMANS.COM
FRENCH CONNECTION
FUNKY PIDGEON
FURNITURE VILLAGE
FURNITURE123
FUTON COMPANY
G2A.COM
GABOR
GAK
GAME
GAMES WORKSHOP
GANT
GAP
GARMIN
GEAR4MUSIC.COM
GEARBEST
GEMPORIA
GLASSES DIRECT
GO OUTDOORS
GOLDSMITHS
GOPRO
GRAHAM & GREEN
G-STAR RAW
GUCCI
GUITARGUITAR
GYMSHARK
H&M
H.SAMUEL
HABITAT
HACKETT
HALFORDS
HAMLEYS
HARRODS
HATTONS
HAWES & CURTIS
HEALS
HMV
HOBBS LONDON
HOBBYCRAFT
HOLLAND & BARRETT
HOLLISTER
HOME BARGAINS
HOMEBASE
HOTEL CHOCOLAT
HOTTER
HOUSE OF FRASER
HP
HUAWEI
HUGHES ELECTRICAL
HUGO BOSS
HUMBLE BUNDLE
HUSH
I SAW IT FIRST
ICELAND
IHERB
IKEA
IN THE STYLE
ITS
J. CREW
JACAMO
JACK & JONES
JACK WILLS
JACQUIE LAWSON CARDS
JARROLD
JD SPORTS
JD WILLIAMS
JESSOPS
JEWSON
JIGSAW
JIMMY CHOO
JOHN LEWIS
JOJO MAMAN BEBE
JONES BOOTMAKER
JOULES
KALEIDOSCOPE
KARCHER
KAREN MILLEN
KATE SPADE
KIEHL’S
KURT GEIGER
L.K. BENNETT
LA REDOUTE
LACOSTE
LAKELAND
LANDS’ END
LAPTOPS DIRECT
LAURA ASHLEY
LEEKES
LEGO
LENOVO
LEVI’S
LIBERTY LONDON
LIGHTINTHEBOX
LINDEX
LITTLEWOODS
LLOYDS PHARMACY
LOAF
L’OCCITANE
LONG TALL SALLY
LOOKFANTASTIC
LOUIS VUITTON
LOVEHONEY
LULULEMON
LUSH
LYLE & SCOTT
M&CO
MACHINE MART
MADE
MAINLINE MENSWEAR
MAJESTIC
MAMAS & PAPAS
MANDM DIRECT
MANGO
MANOMANO
MARISOTA
MARKS & SPENCER
MASSIMO DUTTI
MATALAN
MATCHES FASHION
MENKIND
MERLIN CYCLES
MICHAEL KORS
MILLETS
MINT VELVET
MISSGUIDED
MODA IN PELLE
MOLE ONLINE
MOLTON BROWN
MONICA VINADER
MONKI
MONSOON
MONTBLANC
MOONPIG
MORRISONS
MOSS BROS.
MOUNTAIN WAREHOUSE
MR PORTER
MULBERRY
MUSTO
MYPROTEIN
MYTHERESA
NA-KD
NASTY GAL
NATIONAL TRUST SHOP
NELLY.COM
NESPRESSO
NET-A-PORTER
NEW BALANCE
NEW LOOK
NEWEGG
NEXT
NIKE
NINTENDO
NISBETS
NOTCUTTS
NOTINO
NOTONTHEHIGHSTREET
NOVATECH
OAK FURNITURE LAND
OASIS
OCADO
OFFICE
OFFSPRING
OKA
OLIVER BONAS
OLIVER SWEENEY
ONBUY
OPENSEA
ORVIS
OUTDOOR & COUNTRY
OVERCLOCKERS UK
OYSHO
PANDORA
PAPERCHASE
PARTY CITY
PAUL SMITH
PAVERS
PC SPECIALIST
PETS AT HOME
PHASE EIGHT
PHOTOBOX
PLANET ORGANIC
PLAYSTATION STORE
PLUMBASE
POLARN O. PYRET
PRADA
PRETTY GREEN
PRETTYLITTLETHING
PRIMARK
PRINTING.COM
PRO-DIRECT
PULL&BEAR
PUMA
QD STORES
QVC
RADLEY
RAPHA
REDBUBBLE
REEBOK
REGATTA OUTDOOR CLOTHING
REISS
RESERVED
REVERB
RICH TONE MUSIC
RICHER SOUNDS
RING
RIVER ISLAND
ROBERT DYAS
ROKIT
ROUTE ONE
RS COMPONENTS
RSPCA SHOP (UK)
RUSSELL & BROMLEY
RYMAN
SAINSBURY’S
SALLY
SAMSUNG
SCAN
SCHUH
SCOTCH & SODA
SCREWFIX
SCS
SEASALT CORNWALL
SECRET SALES
SELECT
SELFRIDGES
SERAPHINE
SEVENOAKS SOUND AND VISION
SHEIN
SHOE ZONE
SHOPDISNEY
SILKFRED
SIMPLY BE
SIZE?
SKAGEN
SKATEHUT
SLATERS
SMYTHS TOYS
SNEAKERSNSTUFF
SNOW AND ROCK
SOCKSHOP
SOLE TRADER
SONY
SPACE NK
SPECSAVERS
SPORTPURSUIT
SPORTSBIKESHOP
SPORTSDIRECT.COM
SPORTSSHOES.COM
SQUARE ENIX
SSENSE
STEAM
STELLA MCCARTNEY
STOVE AREUS
STRADIVARIUS
STUDIO (EXPRESS GIFTS)
SUNGLASS HUT
SUNSPEL
SUPERDRUG
SUPERDRY
SUPERGA
SUPREME
SWAROVSKI
SWEATY BETTY
T.M. LEWIN
TAOBAO
TATE SHOP
TED BAKER
TESCO
TESSUTI
THE BODY SHOP
THE COTSWOLD COMPANY
THE ENTERTAINER
THE FRAGRANCE SHOP
THE NORTH FACE
THE ORIGINAL FACTORY SHOP
THE OUTNET
THE PERFUME SHOP
THE RANGE
THE ROYAL MINT
THE WHITE COMPANY
THE WINE SOCIETY
THE WORKS
THOMANN
THOMAS SABO
THOMPSON & MORGAN
THORNTONS
TIFFANY & CO.
TIMBERLAND
TIMPSON
TISO
TJ HUGHES
TJC
TK MAXX
TLC ELECTRICAL SUPPLIES
TOAST
TOOLSTATION
TOPPS TILES
TRAVIS PERKINS
TREDZ
TRESPASS
TRIPP
TRIUMPH
UGG
UK ECIG STORE
UK FLOORING DIRECT
UNDER ARMOUR
UNIQLO
UNITED COLORS OF BENETTON
URBAN INDUSTRY
URBAN OUTFITTERS
USC
VANS
VAPE CLUB
VERY
VESTIAIRE COLLECTIVE
VICTORIA PLUM
VICTORIAN PLUMBING
VIKING
VISION EXPRESS
WAITROSE & PARTNERS
WALLS AND FLOORS
WAREHOUSE
WARREN JAMES
WATCHES OF SWITZERLAND
WATCHFINDER & CO.
WATERSTONES
WAYFAIR
WEEKDAY
WEIRDFISH
WELDRICKS PHARMACY
WEST ELM
WEX PHOTO VIDEO
WHISTLES
WHITE STUFF
WHITTARD OF CHELSEA
WHSMITH
WICKES
WIGGLE
WILKO
WISH
WOB
WOLF & BADGER
WOODHOUSE
WOOL WAREHOUSE
WYNSORS
XBOX
YANKEE CANDLE
YESSTYLE
YOOX
YOURS CLOTHING
YVESSAINTLAURENT
ZALANDO
ZARA
ZAVVI
ZAZZLE
ZOOPLUS