Today, Ukrainian online shoppers are accustomed to receiving their orders within 1-2 days of placing them. To achieve this, sellers must find the most reliable ways to deliver goods to customers from their online stores, as this directly affects loyalty, conversion rates, and the number of repeat orders.
At the same time, some people are willing to pay extra for speed, while others prefer to wait longer in order to save money. It is necessary to find a balance and offer the buyer several options to choose from.
In addition, the ordering process should be as simple and intuitive as possible. Extra clicks, filling out huge forms, and unclear terms and conditions are guaranteed to scare customers away. So how can you organize delivery from your online store to increase sales and satisfy even the most demanding customers? Find out in our article!
How many calls and sales will I get by ordering contextual advertising from you?
Why is it important to organize convenient delivery for an online store?
Expanding your customer base. If you organize delivery for your online store as quickly as possible, you will be able to attract more new visitors. Almost 70% of shopping carts in online stores are abandoned, and a significant portion of this is due to the lack of a suitable delivery option. This is especially true for residents of remote regions, small towns, and other countries.
Increased loyalty. Timely shipping, informing customers about the status of their purchases, and fast order delivery create a positive experience with your brand. Conversely, delays and problems with receiving goods can completely ruin the impression, even if the product itself is flawless. Don’t skimp on packaging quality and working with the carrier.
Sales growth. Studies show that delivery convenience directly affects the average check. People spend 23% more when they have a choice of how to pick up their order. Therefore, you cannot limit yourself to a couple of standard options — study your audience and offer optimal solutions. This will increase conversion and repeat purchases.
What delivery methods are available to online stores?
The greater the choice, the higher the likelihood that a person will find the best option for themselves and place an order. Therefore, this issue needs to be considered before launching sales. Let’s look at the main methods of organizing delivery for online stores that are popular in Ukraine.
Pickup
A cost-effective way for many customers to receive their purchases. Customers come to the office, warehouse, or special pickup point to collect their purchases themselves. This saves on transportation costs and eliminates dependence on couriers.
For example, if you live in the Shevchenko district of Kiev and have found the product you need in a store located a couple of houses away from you, there is no need to pay for delivery and wait for a courier. It is easier to come to the store at a convenient time, inspect your purchase, pay on the spot, and take it with you. It’s fast and, more importantly, free.
Important! The proximity of the pickup point to home or work is often a decisive factor in favor of a particular store. If many of your customers live in a specific area, set up a pickup point there—this will give you a competitive advantage.
It also makes sense to organize such departments on the basis of offline stores, if available. Comfy and Epicenter, for example, have done so. This allows them to utilize existing space and personnel while ensuring that the service is accessible to a wider audience.
Another important advantage of pickup points is the availability of fitting rooms. This is especially important for clothing and footwear stores, as the ability to try on an item before purchasing it is very important.
But there are some pitfalls here. Customers often perceive this method of purchasing as a normal trip to the store. This means they can easily change their minds, forget, or find the item they want elsewhere. The seller, meanwhile, loses time and money on delivering goods that may end up being unwanted. Therefore, be sure to remind customers that their package has been delivered to the correct address by all possible means.
If you don’t have any pickup points yet, be sure to consider opening your own pickup point. Here’s how to do it:
Find a suitable location—a warehouse or office in a high-traffic area in the city center. It will be easy for customers to get there.
Equip the point of sale with all the necessary equipment: computers, cash register, payment terminal. This will ensure smooth operation and the ability to pay by card.
Organize a mini-showcase. Customers will not only be able to pick up their orders, but also purchase something else, thereby increasing the average check.
Take care of your staff. Your employees should be well versed in product characteristics and able to advise customers competently.
Courier delivery
This option is especially relevant for large cities, where the pace of life dictates its own rules. The buyer places an order on the website, selects courier delivery, and agrees on a date. At the appointed time, the courier arrives at the address, rings the doorbell, and hands over the purchase personally.
When it comes to clothing, shoes, or electronics, you can check and try everything right away. Not satisfied? The courier will pick up the item, and the money will be refunded to your card. Quick and hassle-free.
Courier services are more expensive than other types of delivery. However, many people are willing to pay extra for speed and convenience, especially when it comes to expensive or urgently needed goods. In addition, you will receive payment for the goods faster than if the customer pays by cash on delivery at the post office.
Of course, human factors can make a difference—traffic jams, scheduling conflicts, and so on. But overall, the number of packages picked up here is much higher than when sending through the post office.
You can organize such delivery in two ways: hire couriers as employees or use outsourced services. The first option is suitable for large stores with a high volume of orders. For small sites just starting out, it is more profitable to sign a contract with a courier service. Let’s take a closer look at both methods.
Advantages and disadvantages of having your own courier service
Prompt receipt of funds. The courier delivered the goods, received cash payment, and transferred the funds to the cashier on the same day. No delays or waiting periods; funds are immediately available for use.
Safety of goods. You recruit couriers yourself, check their reliability, and train them. You can be sure that your parcels are in safe hands and will arrive intact and undamaged.
Competence. Your staff are thoroughly familiar with the product range and understand the intricacies of the goods. They are able to provide competent advice to customers and answer any questions.
Speed. You set your own work schedule based on your business needs. Want to take orders until midnight and deliver on weekends? Easy!
But don’t rush to hire a team of couriers right away. You need to be sure that you can recoup the costs of salaries, transportation, equipment, and so on. Otherwise, there is a high risk of operating at a loss.
First, calculate how many orders per day you need to break even. If the numbers add up, go for it—your own team of couriers will help improve your service and earn more.
Pros and cons of working with a third-party contractor
Not ready to create your own team of couriers? Let’s consider the option of working with an external contractor. This approach has its advantages:
You only pay for the work that is actually done. No downtime and no salaries paid for nothing. By hiring third-party couriers, you usually save money compared to the costs of maintaining your own team. No expenses for hiring, training, equipment, salaries, etc.
Greater coverage. Large delivery services have an extensive network and can easily handle even the most remote addresses. However, in-house couriers usually only deliver to areas closest to the warehouse.
Optimization of the entire process. Third-party companies find it much easier to cope with peak loads during sales seasons or holidays. They simply hire additional staff, and you don’t have to worry about how to keep your couriers busy during the low season.
Responsibility. The contractor is responsible for the safety of the goods. If something is lost or damaged in transit, questions will be directed to them, not to you.
But there is a downside. You only have indirect influence over contractors. You cannot change the work schedule or quickly redirect a shipment. Such cooperation is not very flexible.
And, of course, it is very important to choose a reliable partner. Carefully study the contract and reviews of the company’s work. Otherwise, you risk getting a headache instead of a quality service.
Nova Poshta
The undisputed leader in the Ukrainian courier services market in terms of speed and convenience of delivery. A buyer from a small town can pick up a parcel just 1-2 days after placing an order, at a convenient branch near their home. And thanks to the cash on delivery service, there is no need to pay for the goods online in advance.
But comfort comes at a price — the operator’s services are slightly more expensive than those of its competitors. Also, during peak hours, there can be long queues at Nova Poshta branches, especially in large cities. Nevertheless, the 480 million shipments delivered in 2024 indicate that Ukrainians are willing to put up with these minor inconveniences.
UkrPoshta
How many calls and sales will I get by ordering contextual advertising from you?
This state-owned operator has recently made significant improvements to its service. The introduction of electronic notifications and parcel tracking, as well as shorter delivery times, make UkrPoshta a worthy alternative to commercial operators. This is especially true when sending parcels to remote areas of Ukraine.
By the way, UkrPoshta often beats commercial services in terms of cost. If saving on service costs is critical for your business, take a closer look at UkrPoshta. Yes, the parcel will take longer to arrive than with Nova Poshta, but it will definitely reach the recipient, and at a very attractive price.
Meest Express
Want to expand your geography and offer your customers international delivery? Take a look at Meest Express. This international operator is actively developing a network of delivery points both in Ukraine and abroad.
Meest’s highlight is its “Free Delivery” option. Sounds tempting, doesn’t it? The scheme is simple: when placing an order, the customer sees that delivery is free for them, and the online store pays for it at a special reduced rate. At first glance, it seems that this is not profitable for the seller. But in practice, free shipping significantly increases sales and the average check, more than paying for the costs.
Rozetka Delivery
Did you know that you can now offer your customers the option of picking up their orders from your online store at Rozetka’s branded pickup points? Yep, Ukraine’s biggest marketplace has launched its own delivery service — Rozetka Delivery.
The buyer selects a convenient branch on the online store’s website, and the seller sends the parcel with Rozetka Delivery. This way, the customer can receive their order at a familiar location with minimal effort, and you save on logistics costs by consolidating shipments.
However, this option is not available for all online stores. To use it, you need to sign a contract with Rozetka and sell your products through its marketplace.
Postal machines
The first parcel terminal appeared back in 2001, but this area has been actively developing recently. And now we can say with confidence that in the near future we will see such terminals literally everywhere.
They operate according to the following principle: a courier delivers the product to a parcel locker and places it in a compartment. The buyer arrives at a convenient time, enters a unique code, and collects the parcel. No queues, no waiting—it’s wonderful!
Of course, only small items can fit in the terminal. However, it is easy to pay for your purchase on the website when placing your order. The terminals themselves are usually located in places with high foot traffic — in shopping malls, near metro stations, at the entrances to office buildings, or even at building entrances.
Fulfillment
If you want to completely eliminate the hassle of shipping and storing goods, consider fulfillment. In this case, a specialized company handles the entire order processing cycle—from receiving and sorting goods to packaging, shipping to the customer, and even processing returns.
Essentially, you simply send your goods to the fulfillment operator’s warehouse, and they take care of the rest. This does not affect the customer experience — they receive their orders via regular courier service. However, fulfillment can be a lifesaver for store business processes, especially when there is a large flow of orders.
However, it is worth noting that this service is not cheap. It is usually used by large retailers, while small and medium-sized businesses find it more profitable to manage their warehouses and logistics themselves.
What should be considered when organizing delivery in an online store?
Before organizing delivery of goods to an online store, there are several important points to consider. Let’s take a closer look at each of them.
Product type
It is important to take into account the specific nature of the products being sold. For example, large items such as furniture and appliances cannot be delivered by regular courier services. It is better to sign a contract with a transport company that has its own fleet of trucks.
However, fragile glass or ceramic items are best not sent by post at all. Otherwise, you will have to add a certain percentage to the cost to compensate for breakages. The same applies to premium goods such as jewelry or luxury perfumes. For their delivery, it is better to take out additional insurance or use only your own courier service.
Target audience preferences
Residents of large cities usually choose courier delivery to their homes in the evening or to their offices during working hours. However, in smaller towns, pick-up points and delivery by UkrPoshta will be more popular.
It is important to give customers a choice and be prepared to work in a way that suits them — for example, delivering on weekdays for office workers and ensuring that the pick-up point is open until 7–8 p.m. on weekends.
Possible risks
Be sure to consider the risks in advance and plan ways to minimize them. Situations involving lost, damaged, or unclaimed shipments are inevitable, so it is best to allocate a certain percentage of your budget to cover such expenses. To this end, it would be prudent to insure your shipments and clearly define the areas of responsibility with the carrier.
Is free shipping beneficial for an online store?
On the one hand, the decision to organize delivery of goods from an online store at no additional cost to the customer increases the business’s logistics costs. On the other hand, it can lead to increased sales and greater loyalty.
According to research by Walker Sands, 79% of shoppers consider free shipping to be one of the main factors when deciding whether to place an order. And 48% of customers are willing to increase the amount of their purchase in order to avoid paying for shipping.
However, it is not always practical to implement such a service everywhere. Here are some situations where offering free delivery is truly justified:
To reward loyal customers. Offer free shipping to customers who regularly place orders above a certain amount. This will help you retain regular customers and save on attracting new ones.
As part of promotional campaigns for new customers. Free delivery of the first order is a great way to attract potential customers. To do this, you can distribute promo codes in advertising campaigns and on social media.
When a certain order amount is reached. This option is suitable for stores with inexpensive products. Calculate the minimum purchase amount at which shipping costs are easily offset by sales profits.
To stimulate sales of certain categories. Free shipping can help “stir up” slow-moving goods. This technique is also appropriate in the context of promotions to attract new customers.
As a bonus for loyalty program members. Offer customers the opportunity to join a club with special privileges to encourage repeat purchases. Free shipping will be a nice addition to other bonuses for members.
What mistakes do stores often make when organizing the delivery of goods?
Lack of choice. When organizing delivery for an online store, offer customers several options: Nova Poshta, pickup from a parcel terminal, or courier delivery within the city. Yes, this will require additional costs, but it will expand your opportunities to attract and retain customers.
Ignoring feedback. If customers complain about courier services, delays, or damaged goods, and you do not respond, dissatisfaction will increase. Be sure to monitor customer reviews and promptly resolve any issues that arise.
No information about shipping costs. The buyer selected the product, placed an order, and when receiving the order, suddenly discovered that the shipping cost was comparable to the cost of the product itself. There is a high risk that the customer will refuse the purchase, and you will have to pay for the return of the product. Always indicate the shipping cost on the website and inform the customer before confirming the order.
Not enough info on order status. Buyers need to know when their package will be sent, where it is right now, and when it’ll be delivered. If they don’t get this info, they can’t make plans and might decide not to use your services. To give them the info they need, set up SMS or email notifications, or turn on push notifications.
Missing shipping deadlines. If you promised to ship the goods today but do so a week later, you risk losing the customer’s trust. If something does not go according to plan, do not forget to notify the buyer in a timely manner and, if necessary, offer compensation, such as free shipping on the next order or a small gift.
