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Home delivery service meets the store collection point for new returns service

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An interesting example of a tie-up between two different delivery models comes from DPD and Hermes.

DPD , the home delivery courier, is using the myHermes ParcelShops network of nearly 3,000 collection point stores around the UK to offer a returns service, Homecall Returns.

Customers will be able to create their own returns order using the DPD website, download a printable return address label and take it to their nearest parcel shop from a network that includes convenience stores run by names such as Londis, Costcutter, Spar and Co-operative, as well as independent shops.

Both retailers and parcel recipients will be able to track returns as they travel from the myHermes shops to be sorted centrally using DPD’s tracking software. The two companies have worked together since 2006.

DPD’s chief executive Dwain McDonald said: “Homecall Returns provides retailers with the added confidence and reassurance of online tracking, giving them full visibility, so that they know exactly where their returns are at any moment in time.

“Consumers are continuing to expand the range and value of goods they buy online and our response is to continue to innovate, to ensure our retailers have the best delivery service possible.”

Gary Winter, sales and marketing director at Hermes , said: “Store-based returns are a very popular service with consumers and provide retailers with a really simple and effective returns process.

“A slick returns solution helps retailers improve customer satisfaction levels and contribute to increased confidence to buy online, which in turn helps to drive more repeat sales.”

Our view: This service provides a good way for DPD, with its relatively traditional home delivery service, to tap into the fast-growing popularity of click and collect services. There’s potential for the service to develop still further – will we soon seen DPD offering a branded deliver to local store service as the line between different, separate types of delivery becomes ever more blurred?

In the meantime, this is a move to be welcomed by retailers looking for ever more convenient ways to get goods to and from the customer.

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