Retail click and collect lockers

eLocker turns manual click and collect into a self-service workflow customers run from their own phone, and you can prove the saving before you roll it out.

Reduce colleague time spent on collections
Remove service-desk queues and kiosk bottlenecks
Give customers a faster, guided mobile journey
Prove the economics through a measured pilot

Request a consultation

No app. No kiosk.Customers collect inside their mobile browser

£2.63→£0.22* Cost per collectionmanual handover vs eLocker*2026 estimate, modelled at £17/hr colleague cost, validated in your audit

Trusted across UK retail

The problem

Manual click and collect is becoming too expensive to scale

Click and collect is now part of the retail operating model. But in many stores the process is still too manual: colleagues search for orders, customers queue at desks, and service points get congested as ecommerce volume grows.

Store operations

Colleague time is pulled into repetitive handovers, order searches and customer support.

Customer experience

Queues, unclear instructions and inconsistent handovers weaken the convenience customers expect.

Commercial performance

As volumes grow, manual handling increases cost-to-serve and makes store fulfilment harder to scale profitably.

4 min

average

Four minutes is the average time we see when we model how long it takes a colleague to hand over a single click and collect order.

eLocker helps retailers replace colleague-assisted manual handovers with automated, self-service workflows that lower cost per collection with a better customer experience.

Free 3-minute diagnostic

How does your click and collect stack up?

Answer a few questions about how collections run today and get an instant score, plus tailored recommendations for where to focus. No sales call needed.

3 minto complete

Instantscore

Tailoredrecommendations

Start the diagnostic

Solution overview

Automated collections and returns, built for live retail environments

eLocker is more than a locker installation. It is a complete collections and returns ecosystem for high-volume retail handovers, customers collect or return without waiting for a colleague, while you keep full visibility of every interaction.

A customer collecting a parcel from a branded eLocker click-and-collect locker bank in a DIY and home improvement store

A live in-store estate, sized to your space and volume

Mobile-first customer journeys

A personalised web link sent by text or email. No app download. No kiosk queue.

Kiosk-free collection

Multiple customers collect at once using their own phones, removing the shared-screen bottleneck.

Super fast order loading

Store teams load orders through a simple handheld workflow, reducing manual search, handover and admin time.

Collection and return visibility

Every collection and return is recorded, creating a clear audit trail and better operational reporting.

Estate-wide reporting

Track usage, collection patterns, return activity, feedback and performance across stores.

Brandable customer experience

Shape the mobile journey around your brand, store layout and customer expectations.

The maths

Make your collections 24× faster

Every order costs colleague time

The same click and collect handover, side by side.

Without eLocker · 7 steps4:00

1Parcel arrives and goes into the store room+10s
2Customer queues at the desk+30s
3Colleague walks to the stock room+20s
4Searches for the order+1:40
5Walks back to the desk+20s
6Checks the order details+50s
7Parcel handed over+10s

4 minutes of colleague time, every single order£1.13 per order

With eLocker · 1 step0:10

1Colleague loads the parcel into a locker+10s

That is everything your team does

Customer gets a text and taps the linktheir time
Locker opens. Order collectedtheir time

10 seconds of colleague time£0.05 per order

24× less colleague time

£1.13 a handover becomes £0.05. At 200 orders a week, that puts around 13 hours of colleague time back on the shop floor.

−92%

cost per collection vs the manual desk

0 min

colleague time at the point of handover

Under 12s

for a customer to open their compartment

The cost only goes one way

£1.13

Manual cost per collection

£11,752

Cost of not acting: manual handovers, per store / year

£0.05

With eLocker, per collection

2026 estimate at £17/hr colleague cost and 200 collections a week per store. Projected to 2030 at 6.7% a year (around 30% higher), the benchmark set by the UK National Living Wage rise in April 2025 (gov.uk). Validated against your own rate in the audit.

Customer case study

24-hour click and collect for Macron

Personalised orders collected at any hour, off the service desk

Macron replaced staffed handovers for personalised orders with self-service lockers customers collect from 24 hours a day. The team now loads orders in one controlled process each day instead of fielding fragmented collections, with a forecast return on investment within 18 months of each site.

24/7customer collection

18 moforecast ROI per site

Read the case study

How it works

The customer collection experience

No app, no kiosk, no shared screen. From the ready-to-collect message to the locker opening, the whole journey runs inside the customer's mobile browser, and every step is tracked for the store.

9:41●●●

Market Lane Northampton

Today 09:41

Hi Alex, your order #120945 is ready to collect at Market Lane Northampton. Open your collection link:
collect.elocker.com/o/120945

Tap the link to start your collection

9:41●●●

collect.elocker.com/o/120945

‹Order #120945

Hello, Alex

Your order is ready for collection!

Market Lane NorthamptonNene Valley Retail Park, Northampton

Market Lane in-store eLocker collection lockers

Collect by 19:00 on Friday

I’m on my way

9:41●●●

collect.elocker.com/o/120945

‹Order #120945

Location detected

Welcome to Market Lane Northampton

Geofencing spotted you arriving, so your journey is already a step ahead.

The exterior of the Market Lane Northampton store

Start my collection

9:41●●●

collect.elocker.com/o/120945

‹Order #120945

Find your locker

Market Lane Northampton · Bay 2, past the tills, on your left

Video walkthrough

Step-by-step directions

I’m at the locker

9:41●●●

collect.elocker.com/o/120945

‹Order #120945

Confirm Location

Are you next to your locker?

Market Lane Northampton · confirm your location to unlock

Swipe to open locker

9:41●●●

collect.elocker.com/o/120945

‹Order #120945

Thanks for collecting
your order!

Market Lane Northampton · locker B4 closed and logged automatically

😍🙂😐🙁

FastEasy to useClear instructions

Submit feedback

Interactive, tap a step or the phone to explore

What customers say

“

eLocker helps us reduce wait times for our customers and makes everyday tasks easier to complete.

Fashion

“

Collections used to tie up the service desk at peak. Now customers help themselves and colleagues are back on the shop floor.

Grocery

“

We proved the cost per collection in a single-store pilot before rollout. The numbers made the decision easy.

Sports retail

Looking for returns?

This page is about click and collect. Returns have their own page, with the full process and the commercial case.

See the returns solution

Beyond the cost saving

Six benefits that sit outside the time saving

In-store halo spend

Around 30% of collecting customers buy something else on the visit, but only when there's no queue to put them off. A fast self-service collection keeps them in store and in the mood to browse.

Better customer experience

Collection becomes the easiest part of the visit, not a wait at a desk. An early retail trial saw a 9.1% NPS uplift on the collection journey.

No peak bottleneck

Many customers collect at the same time from their own phones. The process that breaks every Black Friday simply stops breaking, capacity scales with demand, not staffing.

Redeploy staff

Colleague minutes move off the collection desk and onto the shop floor, where they advise, sell and improve service rather than fetch and hand over.

In-journey upsells

Customers collect on your branded mobile journey, so the screen they look at carries your offers and messages, not a third-party locker network's.

Out-of-hours collection

Time-controlled secure links let customers collect outside staffed hours, so fulfilment isn't capped by your opening times. More completed collections, and a real convenience customers notice.

For the whole buying committee

Built to satisfy every stakeholder

Retail click and collect is rarely a single-stakeholder decision. eLocker gives each team a reason to say yes.

Operations

Less pressure at peak, fewer people on the desk

Store teams only load lockers. Customers collect themselves, so peak collections stop depending on how many colleagues are on shift.

Lower cost per order, with staff time taken out of every handover
Higher throughput at peak: many customers collect at once, no one-at-a-time queue
Distributed, modular lockers that fit the space you have, across more sites

Customer experience

The easiest part of the visit, not a wait at a desk

A fast, self-service journey on the customer's own phone, with clear comms and no kiosk to queue for.

Shorter waits and a smoother handover at busy times
A kiosk-free, mobile-first flow that lifts NPS and repeat visits
Out-of-hours collection, when it suits the customer

Ecommerce

Online orders, collected in store, measured by site

Connect online orders to in-store collection without adding store friction, and see how every site is performing.

Higher fulfilment rates with 24/7, out-of-hours collection
One platform across every collection journey, with store-to-store comparison
In-journey messaging that drives incremental, halo spend

Finance

A cost line that becomes a measurable ROI driver

Click and collect stops being a cost to absorb and becomes a return you can prove before you scale.

Lower operating cost per order protects margin as volumes grow
A clear before-and-after case from a measured pilot
Incremental revenue from halo spend during the visit

IT & security

Controlled access, full record, integration on your terms

Clear access rules and a record of every interaction, with open APIs so connections happen at your pace.

Low-integration pilot to start, deeper connections once proven
UK-based support with defined SLAs, dashboards and escalation routes
Live data and reporting by site, time and usage

Everyone

Proven with real numbers before any wider rollout

A measured pilot gives every stakeholder the same evidence on cost, time saved and customer experience before anyone commits to scale.

One agreed set of metrics, measured both ways
A modular pilot that's low-risk to run
A shared ROI report to take to the board

The collection ecosystem

One platform, every kind of collection

Click and collect rarely fits one box. One mobile journey carries customers to every kind of collection, and every route reports back into the same eLocker platform.

One mobile journey

Every collection starts the same way: a web-link is sent to the customer's phone in an SMS or email. No app, no kiosk, whatever the collection route.

Collection lockers

Ambient smart lockers for everyday orders, the core of in-store self-service collection.

Temperature-controlled chilled and frozen eLocker compartments for grocery and fresh orders

Chilled & frozen

Temperature-controlled compartments that bring grocery and fresh orders into the same workflow.

An eLocker colleague-assisted collection point for oversize and overspill orders

Collection points

How we handle oversize, overdue and overspill, with a colleague-assisted journey inside the same mobile experience.

A secure external eLocker shipping container for trade, bulk and yard collection

Shipping containers

Secure external capacity for trade, bulk and yard collection, beyond the shop floor.

A delivery courier collecting a rapid grocery order from an eLocker locker

Grocery courier lockers

Rapid grocery and food-to-go orders handed to delivery couriers, collected with an order code, no app and no counter.

Connected to the eLocker platform

All five routes feed back into one platform: the operating system for your whole collection estate.

Live status for every locker, point and container
A full audit trail on every collection and return
Store and network level reporting: time saved, adoption, exceptions
Open APIs that connect to your order and ecommerce stack

One journeyOne audit trailOne dashboard

Explore the eLocker ecosystem

Retail environments

Designed for different store formats

Tap a format to see what eLocker changes for that environment.

High street retail

Smaller footprints, high footfall. Compact, modular banks fit into space-constrained stores and take collections off the service desk.

Modular banks that fit tight back-of-house or front-of-store space
Frees the service desk for selling and advice, not handovers
Self-service collection keeps queues down at peak

Grocery

High volumes, fast trips. Customers collect in seconds on the way past, without holding up a kiosk or a colleague.

Handles high collection volumes without adding colleague time
Quick in-and-out collection keeps customers moving
Sits alongside your existing checkout and kiosk estate

DIY & home improvement

Larger and trade orders. Bigger compartments and clear guidance help customers collect heavier orders with less colleague involvement.

Larger compartment options for bulky orders
Trade and retail collection from the same bank
Clear in-store directions reduce colleague hand-holding

GM & FMCG

General merchandise and fast-moving goods at volume. High-throughput collection for everyday orders, from a quick grab to a bulkier basket, without tying up the desk.

Handles high collection volumes without adding colleague time
A mix of compartment sizes, from small items to bulky baskets
Full audit trail on every collection and return

Journey features

One mobile collection journey

Beyond the core collection flow, the same journey carries promotions, accessibility, languages and verification. Tap each feature to see it on the customer's screen.

9:41●●●

collect.elocker.com/o/120945

‹Order #120945

Guided to your locker

Past the tills, on your left. Your locker lights up when you arrive.

Bay 2

I’m at the lockers

9:41●●●

collect.elocker.com/o/120945

‹Order #120945

1 item to collect

Offers and prompts ride along on your own branded journey.

IN STORE ONLY

£5 off when you spend £40 on food

I’m in store

9:41●●●

collect.elocker.com/o/120945

‹Order #120945

How was it today?

Captured at the moment of collection, store by store

😍🙂😐🙁

FastEasy to useClear instructions

Submit feedback

9:41●●●

collect.elocker.com/o/120945

‹Order #120945

Need a hand?

Larger text, clear steps and accessible collection choices for every customer.

Continue

9:41●●●

collect.elocker.com/o/120945

‹Order #120945

Choose your language

EnglishPolskiFrançaisEspañol

Continue in English

9:41●●●

collect.elocker.com/o/120945

‹Order #120945

Verification required

Confirm it’s you

Add an age or ID check for workflows that need more control.

Verify & open

Why eLocker

Why retailers choose eLocker

Ecosystem-led, not hardware-led

The value is the workflow, journey, reporting and service model around the locker.

Designed around store reality

Configured around space, volume, customer flow and operational pressure.

Pilot-first approach

Test, measure and build the internal case before committing to wider rollout.

Clear reporting

Usage, collection activity, exceptions and customer feedback.

Continuous improvement

The system adapts as your estate and customer expectations change.

Operating cost, not capital outlay

eLocker is a subscription. You pay for it as an operating expense with minimal capital upfront, and the price includes ongoing support and improvement.

A customer collecting an order from a branded fashion click and collect locker in store

Our process

Book your operational audit

Before you commit to anything, we run a structured audit that shows you two numbers: what collections cost you today, and what they'd cost with eLocker. After implementation we then validate the savings against the model.

What collections cost you today Your ROI with eLocker

Counter queues≈ 4 min per handoverSelf-service collection, no waiting10 sec

High staff touchpoints£1.13 per orderColleague time back on the shop floor£0.05 per order

Poor customer experienceA fast, convenient collection journey+9.1% NPS

Unknown cost per collectionA clear, measured ROI−92% cost per collection

The four stages we take you through

Measure

First, we capture what collections actually cost you today.

Time and motion study in-store
Staff time per collection
Queue time and handover steps
Labour cost per transaction

Model

Then we model the same workflow automated, grounded in your own numbers.

Reduced staff touchpoints
Faster customer journey
New labour cost per transaction
Throughput at peak periods

Deploy

We configure your collection platform and lockers around your package sizes and order volumes.

Right-sized locker configuration
Branded customer journey
Colleague handheld workflow
Go-live with minimal disruption

Validate

After go-live, we prove the forecast against real transactions.

Track live transaction times
Compare forecast vs actual
Confirm labour savings
Share ROI report with your team

Book your free of charge audit

Proof

Evidence that automated collection works

A retail pilot quantifies the impact of automated collection before wider rollout. Typical measures include:

A before-and-after comparison you can defend

The same workflow, measured both ways, so the change is undeniable to the people signing it off.

Colleague time saved

Minutes per collection taken off the desk and back onto the floor. Captured with a before-and-after time and motion study on the collection desk, so the saving is measured, not estimated.

Cost per collection

The all-in labour cost of a handover, before and after. Modelled at your own colleague hourly rate, so finance can watch the cost per order fall as volumes grow.

Queue reduction

Wait times and abandoned collections at the busiest periods. Measured at peak trading against the manual desk baseline, where queues hurt the customer experience most.

Customer feedback

Satisfaction captured at the moment of collection. Short prompts on the mobile journey, so you hear from customers at the moment it matters, broken down by store.

Store adoption rates

How quickly customers and colleagues take to the new journey. Tracked per site, so you can see how fast each store ramps and spot where teams need more support.

Exception rates

Mis-picks, overdue items and uncollected orders, surfaced early. Flagged in the dashboard as they happen, so issues get caught before they turn into complaints.