| Characteristic | Very important | Rather important |
|---|---|---|
| Providing clear information abut delivery charges before I place an order | 61% | 29% |
| Reliable customer reviews | 51% | 34% |
| Having low customs duties | 52% | 32% |
| Simple and reliable returns process | 50% | 34% |
| Having free delivery on purchases over a particular value | 49% | 35% |
| Trust in the delivery compay | 45% | 36% |
| Having the possibility to select the delivery location | 42% | 37% |
| Fast customs clearance | 40% | 38% |
| Fast delivery | 36% | 42% |
| Being informed about the customs process | 40% | 37% |
| Being informed at the point of purchase who will deliver the item | 39% | 38% |
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Source
Sources
Release date
January 2026
More information
Region
Worldwide
Survey time period
September 2025
Number of respondents
30,970 cross-border online shoppers in 37 countries*
Special properties
online shoppers who bought goods online at least once in the last three months and made a cross-border online purchase in the last year
Method of interview
Online Access Panel
Supplementary notes
*Australia, Austria, Belgium, Canada, China, Croatia, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Mexico, the Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Turkey, the United Kingdom, and the United States.
Sample size between 100 to 1,000 respondents per country.
Those responding "very important" or "rather important" were considered.
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