Omniva and Heveren Pilot a New Delivery Option: Cheaper Delivery, Shorter Storage Time
In June, Omniva is testing a new delivery option in cooperation with the Estonian online store Heveren, allowing customers to choose a lower-cost delivery with a shorter parcel locker storage period.As part of the pilot project, customers shopping in Heveren’s online store can select a delivery option at checkout where delivery costs almost half the regular price — €0.99 — provided the parcel is collected from the locker within two hours of receiving the delivery notification. After that, an additional storage fee of €0.20 per hour applies, up to a maximum of €1 per day.
“Since the vast majority of parcels are collected within one day, this represents a significant discount even if the customer is unable to reach the parcel locker within the first two hours,” said Sven Kukemelk, CCO of Omniva.All customers who try the solution in Heveren’s online store will receive a feedback questionnaire by email after delivery, allowing them to evaluate the service.
“We want to find out whether customers would like to have this delivery option available in the future, in what situations they would use it, and how important delivery price is compared to storage time. Our assumption is that this offer would appeal to customers who can collect their parcels quickly and for whom price is a more important factor than storage duration,” explained Kukemelk.
“If the pilot project shows that customers are interested in such a solution, we will continue developing it,” added Kukemelk.
With innovation projects such as this, Omniva aims to offer the most flexible delivery solutions in the Baltics, giving customers greater choice and control over how, when, and at what cost their parcels are delivered.
Last week, on 3 June, some Omniva customers mistakenly received an SMS stating that they had selected a lower-cost delivery option under which parcel locker storage was free for two hours and subject to an additional fee thereafter. This was caused by a technical error, resulting in the message being sent to customers who were not participating in the Omniva–Heveren pilot project. Omniva subsequently sent all affected customers a follow-up message containing an explanation and an apology.
“Omniva’s general parcel storage terms and conditions have not changed. If a customer did not order their parcel from the Heveren online store and did not knowingly choose the lower-cost, shorter-storage delivery option, the standard conditions continue to apply: parcels are stored in parcel lockers for four days at no additional charge. Customers may also extend the storage period beyond four days via Omniva’s self-service if they wish,” explained Madiken Oja, Head of Group Communications at Omniva. “We sincerely apologize to all customers who experienced confusion or inconvenience as a result of our mistake.”