The cross-border model is one of the most important trends in online retail, relevant to both B2B and B2C companies. According to statistics, the global cross-border B2C market is set to grow to USD 7.9 trillion by 2030, and cross-border e-commerce in Europe grew to €200 billion in 2023.
While Croatia’s e-commerce market has not yet reached its full potential, this is precisely what makes its business opportunity so compelling. Estimates project that the value of the Croatian e-commerce sector will reach USD 2.2 billion by 2027, growing at an annual rate of 11%.
The development of e-commerce has gone hand in hand with technological progress. The early days of online retail in Croatia were characterised by standard websites, which subsequently became mobile-friendly, then full mobile applications, and eventually comprehensive digital platforms offering consumers a variety of online, offline, and hybrid shopping experiences — adapting to customer habits and needs.
Current research shows that Croatian consumers prefer shopping at domestic online stores and only turn to foreign retailers when they cannot find what they need locally. Delivery speed and price are key factors for them — and along with guarantees, these are likely the main reasons why Croatian shoppers favour domestic stores.
The Age of Ultra-Fast Delivery
The Croatian E-Commerce Association also conducted a new logistics survey this year, in which online retailers rated their satisfaction with various delivery services. In short, delivery price and conditions remain among the most important pieces of information customers look for in an online store — and most of them, in the event of a failed delivery, will blame the retailer rather than the courier.
Delivery Times
The majority of deliveries are made within 1–2 working days (66%). A further 31% receive their goods within 2 to 5 days. Notably, delivery quality is considered more important than speed. As many as 10% of online retailers do not send dispatch notifications, and 4% are uncertain whether their customers receive notifications at all.
The Best Delivery Is Affordable Delivery
Retailers: 31% of online retailers pay between €3.50 and €4 for domestic delivery, while 27% pay over €4. Only 9% of retailers allocate less than €3 (excluding VAT) per domestic delivery.
Customers: As many as 54% of customers consider a delivery price of up to €3 acceptable for packages up to 2 kg. Only 1% of respondents consider a price above €4 acceptable for packages up to 2 kg, and as many as 28% only purchase when delivery is free. Shoppers are willing to wait longer if the delivery cost is lower — 52% consider up to five working days an acceptable delivery time, though 33% say they would be willing to pay €3 more for same-day delivery.
Delivery Method
Parcel lockers remain a rarely chosen delivery method — the majority of consumers still prefer home delivery. Approximately 86% of buyers opt for courier delivery, 8% choose collection from a branch or warehouse, and just 6% use a collection point. Among delivery providers, retailers most frequently choose GLS, with DPD moving up to second place and Hrvatska pošta dropping to third. 86% of online retailers confirm that their customers receive dispatch notifications, most commonly via email and SMS.
Are you looking to grow your e-commerce business internationally? Croatia is the ideal starting point for building your sales network across the Western Balkans. For over 10 years, we have been helping entrepreneurs develop their businesses in Croatia — now including their online stores. Get in touch to expand your e-commerce presence in this region.