Courier services play a vital role in meeting the growing demands of e-commerce customers. This study explores customer preferences and expectations regarding courier services in Poland, based on a nationwide survey. The research focused on both direct-to-door deliveries and parcel locker usage. Key factors influencing delivery choices included convenience, accessibility, and environmental concerns. Results show that parcel lockers are preferred for their flexibility. Environmental awareness is increasingly shaping consumer decisions, with many expressing a willingness to choose more sustainable delivery options. The results can be used by courier companies, urban planners, and policymakers to guide parcel-locker placement, optimize last-mile routing and operations, and design sustainable delivery options that better align with consumer preferences.