Quadient : Smarter Returns, Stronger Networks

We sit down with Quadient’s Lee Graham, Sales Director – Parcel Pending Locker Solutions, and Zach Teasdale, Head of Strategic Partnerships – Parcel Locker Open Networks, to discuss how smart locker networks are streamlining returns, improving security, and unlocking new commercial opportunities across the UK’s rapidly evolving parcel landscape.

SMARTER RETURNS, STRONGER NETWORKS

The start of 2026 experienced a high of ‘boomerang parcels’ being returned to UK retailers post-Christmas, meaning the need to simplify the returns process has never been more crucial.

With an average of 20 percent of online purchases being returned – and even more in the fashion sector – the process has become an increasingly significant consideration when it comes to retail logistics.

New trends are also emerging, such as ‘bracketing’ amongst Gen-Z customers, which involves shoppers deliberately over-ordering multiple sizes or colours of the same item to try them out at home, before returning the majority.

“Research suggests around 60 to 70 percent of Gen-Z consumers are now doing this, which is clearly driving higher return volumes,” introduces Lee Graham, Sales Director – Parcel Pending Locker Solutions at Quadient – the global automation platform powering secure and sustainable business connections through digital and physical channels.

Indeed, with clothes stores like ASOS offering free delivery and returns for large orders, the trend is likely to continue.

“Some retailers are now beginning to respond in that they are profiling customers based on their returns rates, which could become chargeable should a certain threshold be met,” adds Zach Teasdale, Head of Strategic Partnerships – Parcel Locker Open Networks at Quadient.

Then, there’s the impacts of social media, with some influencers ordering large volumes of clothing to create content before sending everything back.

“Customer expectations have never been higher when it comes to the order delivery and returns processes – they expect a seamless experience without friction or delays, alongside instant refunds,” Graham reflects.

This presents a very real challenge, particularly given that processing a return can cost up to twice as much as fulfilling a delivery for retailers.

ENABLING EFFICIENCY

In the face of rising returns during busy periods, Quadient’s smart locker solutions are helping retailers and consumers navigate this process.

The company’s lockers – which are equipped with a variety of advanced, secure, and user-friendly features – provide a convenient alternative to home collections and store returns, offering maximum flexibility.

“For us, ease of use is key. Not everyone has a printer at home, for example, so our lockers enable customers to simply scan a returns barcode from their phone, print the label, attach it to their parcel, and drop it in the locker,” Graham outlines.

With several thousand locker locations in convenient, accessible places across the UK, scale also matters to Quadient.

“From a carrier perspective, our lockers help us manage peak volumes during busy periods,” Teasdale insights.

Every December, for instance, carriers face huge pressures, which is when Quadient’s ‘drop box’ feature comes in.

Enabling 15-20 parcels to be deposited into a single column, drivers can collect multiple items from one location instead of going door to door – a far more efficient collection method.

In addition, Quadient collaborates with numerous carriers such as Evri, Royal Mail, UPS, and DPD UK, meaning multiple delivery services can be accessed in one place.

“Whilst we don’t work with every UK carrier, we cover around 65-70 percent of national parcel volume. Customers can print labels for different carriers at the same locker.

“It’s all about consolidating convenience,” Graham adds.

ALL-ROUND SUPPORT

Elsewhere, parcel theft – or ‘porch piracy’ – is a growing problem, with more than £660 million worth of parcels reportedly stolen in the UK last year.

“At Christmas especially, this sort of behaviour can be devastating for families,” Graham emphasises.

Often situated at petrol stations or 24-hour convenience stores, Quadient’s lockers provide a secure, well-lit, and closely monitored location for deliveries.

“From a security perspective, that’s a significant improvement over leaving parcels on a doorstep,” he continues.

Speaking at The Delivery Conference in London this February, Graham reminded the audience of how Quadient’s network is about much more than simply delivering parcels.

He covered the benefits of the company’s locker solutions and the broader value they can bring to retailers – such as providing open-network lockers at various store locations to drive footfall, private lockers for retailers’ own use, or a hybrid of the two.

Beyond parcels, Quadient is witnessing a growing range of uses for its lockers, including luggage storage and Airbnb key exchange, amongst others.

The Library of Things, for example, is a London community-based, sustainable initiative that allows members to borrow household items – such as tools, sewing machines, gardening equipment, and camping gear – rather than purchasing them.

“Our lockers being used for projects such as these means we’re also supporting a circular economy and shared access,” Teasdale prides.

Quadient is additionally exploring using its lockers for spare parts management, or as microhubs for forward stock locations within supply chains.

“These are also exciting areas of growth for us,” he adds.

GROWTH AND DIVERSIFICATION

Looking ahead, Quadient is focused on continued growth and diversification.

“We plan to extend our footprint of locker solutions, bring on new partners, and potentially announce new carriers and retailers joining our network,” Graham reveals.

In terms of emerging technologies, the company is also in the process of developing solar and battery-powered lockers in the interest of improving both the sustainability and reliability of its operations.

“Like everywhere else in the market, there’s currently a debate around mains-powered lockers versus off-grid lockers.

“In the past, we’ve shied away from these kinds of discussions as the technological advancements we’ve made in our lockers – such as label printers – generally require a lot of power,” he discloses.

As such, in March, Quadient trialled solar and battery-powered lockers, which it hopes to distribute more widely to improve the overall network in future.

Ultimately, the company’s priorities are built around developing a stronger, more diverse network that supports retailers, carriers, and consumers alike.