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Online shoppers in North America and Europe are placing a premium on delivery costs when it comes to their e-commerce experiences. A survey reveals that more than **** of consumers consider the cost of delivery as the most crucial aspect of delivery service in 2025. This emphasis on affordability outweighs other factors such as speed, convenience, and even sustainability in the eyes of online shoppers.

Delivery preferences and frustrations

While cost remains the top priority, speed of delivery is the second most important factor for nearly a ** of respondents. Home delivery continues to be the favored method for receiving purchases, with ** percent of shoppers choosing this option in 2025. However, high delivery costs are not just a priority but also a major frustration for online shoppers. Almost ** percent of survey respondents cited expensive delivery as their main grievance when shopping online, followed by long delivery times and insufficient product information.

Desired improvements and return policies

In response to these frustrations, online shoppers are calling for improvements in delivery and return policies. A 2025 survey found that ** percent of consumers want free delivery, while **** desire free returns and faster deliveries. The importance of returns is further highlighted by data showing that ** percent of shoppers return online purchases due to faulty products or poor quality. When it comes to returning items, ** percent of shoppers prefer using parcel shops, with home collection and parcel lockers following as popular alternatives.