Public consultation on cross-border parcel delivery

Efficient delivery is a fundamental element for a Single Market which works for both businesses and consumers. It is also critical to the development of e-commerce in the EU

Existing data shows that consumers are willing to buy online, a fact also demonstrated by consistent growth in the sector; however our members’ evidence confirms significant consumer detriment due to problems with parcel delivery.

To summarise, the main consumer concerns are related to:

• Unsatisfactory delivery times;
• A lack of transparency/information on the service, for example the gap of information when the carriers do not dispose tracking systems when the parcel leaves the country of origin;
• A lack of information at the beginning of the purchase about the goods’ delivery cost (VAT, customs costs, extra costs not indicated, etc.);
• Items damaged during the delivery process and lack of clarity concerning liability for loss or damage;
• Theft;
• Lack of pick up/collection services;
• Lack of return procedures;
• High prices for cross-border delivery.