Top products bought online*

Average online spend in the last three months**

Percentage of online shoppers buying

from online marketplaces***

Percentage of online shoppers who prefer home delivery, if they

have a choice

“Tracking would make me feel more

confi dent about online shopping”

Percentage of online shoppers using their mobile phone to shop

UK

Clothes, books and CDs, videos, audio £290 72%

e.g. Amazon, eBay 64% 74% 27%

India

Clothes, footwear, electrical goods and books

21,175(£239)

93% e.g. Flipkart, Amazon,

Snapdeal77% 87% 70%

Canada

Clothes, books, CDs, records, computer games and electrical goods

$378(£220)

72%e.g. Amazon, eBay 73% 80% 24%

Russia

Clothes, toiletries, makeup, electrical goods and books

16,678(£194)

55%e.g. Ozon, Ali Express,

Yandex56% 86% 28%

Japan

Food & drink, books, clothes, CDs, DVDs, computer games, toiletries and makeup

¥34,157(£252)

95%e.g. Rakuten, Amazon, Yahoo! Japan Shopping

78% 59% 20%

Italy

Books, clothes, electrical goods, footwear and holidays

€288(£242)

85%e.g. Amazon, eBay,

EPrice71% 85% 29%

China (2015)

Clothes, footwear, personal, electrical and books

¥3344(£375)

90%e.g. Alibaba Taobao,

Tmall50% 73% 70%

Australia (2015)

Clothes, books, holidays and travel

$370(£213)

77%e.g. eBay, Amazon,

Gumtree72% 80% 23%

USA (2015)

Clothes, books, toiletries and makeup

$284(£213)

80%e.g. Amazon, eBay,

Walmart84% 77% 32%

France (2015)

Clothes, books and footwear

€246(£207)

66%e.g. Amazon, eBay,

Leboncoin.fr66% 81% 14%

Germany (2015)

Clothes, books and healthcare products

€265(£223)

80%e.g. eBay, Amazon,

Rakuten78% 76% 20%

OUR PRODUCTSWe have a range of Royal Mail tracked and signed options, delivering to over 220 destinations worldwide. We deliver to Europe in 2-5 days and the rest of world in 5-7 days. We offer up to £100 inclusive compensation with extra cover up to £2,500 available.

Delivery Matters for international online shoppers

About this research: 1,500 online shoppers who had purchased items online in the last three months (other than groceries) completed a 15 minute online survey between 7-19 April 2016. Where 2015 is indicated, this research was conducted between 15 - 29 April 2015.

Royal Mail, the cruciform and all marks indicated with ® are registered trademarks of Royal Mail Group Ltd. Delivery Matters 2016 © Royal Mail Group Ltd 2016. All rights reserved.

*Mentioned by more than 20% of respondents. **Currency exchange rate to British Pounds as at 7 September 2016. ***Marketplaces listed are the top three cited by survey respondents.

Percentage of online shoppers who have bought an item from the

UK in the last three months

Top reasons reported for buying items from the UK

How online shoppers are

fi nding out about UK websites

(top response)

Top items quoted as being purchased from

the UK

Percentage of online shoppers

specifi cally searching for UK

retailers

Barriers to purchasing from

a UK website (top responses)

Delivery timeframe expectation from the UK

India52%

Only available in the UK. Good quality items. Genuine. Trusted brands

Word of mouth

Clothes, books, footwear, computer, laptop, tablet, electrical goods

50%Having to pay customs charges. Cost of international delivery. Fear of hidden charges. No returns policy

4-7days

Canada25%

Only available in the UK. Cheaper, good quality items. Trusted brands

Search engines

Clothes, books, CDs, records, footwear, computer software/hardware

32%

Having to pay customs charges. Cost of international delivery. Could get a better deal locally. Scared of hidden charges. No returns policy

8-11+days

Russia

28%Better quality. Like British brands. Genuine. Products aren’t available locally. Items are cheaper

Search enginesClothes, footwear, books, toiletries, makeup 26%

Cost of international delivery. Having to pay customs charges. Not able to view website in my own language. Could get a better deal locally. Fear of hidden charges

8-11+days

Japan23%

Item only available in the UK. Cheaper. Item sold out locally. Good quality items

Search engines

Books, CDs, tapes, records, clothes, food & drink, digital downloads

14%

Having to pay customs charges. Fear of hidden charges. Not able to view website in my own language. Cost of international delivery. Lack of trust/familiarity with the retailer

4-7days

Italy50%

Item cheaper. Item only available in the UK. Good quality. Genuine

Search engines

Clothes, books, footwear, CDs, tapes, records, electrical goods

34%Cost of international delivery. Customs charges. Fear of hidden charges. No returns policy

4-5days

China (2015)41%

Good quality. Genuine. Trusted brands

Search enginessClothes and healthcare products 60%

Expensive delivery costs. Not able to view website in my own language

4-7days

Australia (2015)35%

Item only available in the UK. Item cheaper. Good quality items

Good quality, genuine, trust brands

Clothes, books, CDs, videos, records 40%

Expensive delivery. Could get a better deal locally

6-11+days

USA (2015)21%

Only available in the UK. Genuine. Items cheaper from UK

Search enginesClothes, books, CDs, videos, records 41%

Expensive delivery costs. Having to pay customs charges. Scared of hidden charges. Put off by longer delivery time frames

4-7days

France (2015)26%

Only available in UK. Item cheaper. Good quality items

Search enginesClothes, footwear, sportswear, sports equipment 29%

Expensive delivery costs. Having to pay customs charges

4-7days

Germany (2015)20%

Only available in the UK. Cheaper from UK. Item sold out locally

Search enginesClothes, footwear, CDs, videos, records 33%

Have to pay customs charges. Scared of hidden charges

4-7days

International online shopping from the UK

Download the full reports at royalmail.com/deliverymatters