Damaged deliveries hits UK consumers, as 85 million parcels affected this year

A study has revealed that the number of damaged packages landing on doorsteps has skyrocketed by a third in the last year, equating to 85 million damaged parcels in the past 12 months.

The research, conducted among 2,000 consumers, discovered that they typically received four parcels with cosmetic or fundamental damage in 2024, compared to three previously.

It was found that 29% have taken in parcels where products were smashed within the packaging, and 27% reported torn boxes.

Food and drink items were the most common deliveries to arrive damaged (15%), along with household items like crockery and glassware (15%) and entertainment products like books or games (13%).

However, high-value items were also received in sub-par condition, averaging £125.91 per item, with some damaged products costing upwards of £500. According to figures from OnePoll.com, 1 in 10 have also received damaged health and beauty products.

Nearly a third (32%) make an online purchase that is delivered to their home or workplace on a weekly basis, while more people are ordering online at least once a month – an increase of 13%.

Yet, 57% would be hesitant to shop with a retailer again if they received a broken or damaged item.

Ashwin Moorthy, head of design and innovation at DS Smith, which commissioned the research, said: “People are excited for Black Friday bargains, but each broken delivery bursts that bubble and contributes to an annual multi-billion-pound problem.”

“From home entertainment tech to weekly shops and flowerpots, these days we order just about anything online, but products can be dropped, impacted, squashed, crushed and shaken on route.”

“This means they need cleverly designed packaging so people aren’t left disappointed with an online order that arrives in pieces.”