Nominis podcast – episode 091: Black Friday for logistics

In the new episode of Nominis podcast which we are producing in partnership with the Association of eCommerce Croatia, Marcel Majsan spoke with Mislav Jelavić from BOX NOW and Tomislav Juroš from Mail Boxes Adriatic.

BOX NOW is the largest parcel locker network in Croatia, while Mail Boxes Etc. provides fulfillment, packaging, delivery, and micrologistics services through a growing franchise network. Although they operate in different parts of the logistics chain, both companies see the same trend: online orders are growing, customer expectations are changing, and delivery has become one of the most important parts of the eCommerce experience.

Mislav explained that BOX NOW started operating in Croatia in mid-2022 and has grown quickly since then. The company currently works with around 900 webshops and offers around 850 parcel lockers with more than 70,000 compartments, with plans to exceed 80,000 by the end of the year.

Tomislav presented MBE Adriatic as the regional franchise holder for Mail Boxes Etc., a global network with more than 3,200 centers. In Croatia, MBE is approaching 40 fulfillment centers, where smaller and medium-sized businesses can outsource packaging, delivery, returns, and related logistics work.

A large part of the episode focused on changing customer habits. Parcel lockers are no longer only an alternative delivery option. More buyers want flexibility, control, and the ability to pick up an order when it fits their schedule. As Mislav put it, people no longer want to wait for the package. They want the package to wait for them.

Delivery is no longer just the final step after checkout. For customers, it is part of the buying decision. Flexibility, pickup options, reliable communication, and the ability to control time often matter as much as speed or price. For webshops, that means logistics has to be planned as part of the customer experience, not treated as a back-office problem.

The Black Friday period brings extra pressure. BOX NOW expects around 50 percent more parcels during this year’s promotional period compared with last year, while MBE expects the global network to handle three to five times more packages than in the same period last year.

Both guests emphasized that preparation cannot start a few days before Black Friday. Logistics companies prepare throughout the year, from delivery teams and warehouse staff to administration, client education, parcel routing, and communication with courier partners.

For webshops, one practical option is to prepare inventory in advance and place products closer to locations where demand is expected. This can speed up delivery and reduce pressure during peak periods.

The conversation also touched on fraud, fake webshops, and the need to educate online buyers. Logistics companies can check their business partners, but they cannot always know what is inside a package. Both guests agreed that prevention and customer education will become even more important, especially as AI makes online fraud harder to recognize.

Looking ahead, Mislav believes parcel lockers will become a mainstream delivery option for online orders, not just a complementary service. Tomislav added that the market will still need different delivery models, because not every product, package size, or customer situation can be handled in the same way.

The episode ends with a practical message for merchants: Black Friday is not only a marketing and sales challenge. It is also a logistics test. The earlier webshops prepare their stock, delivery options, communication, and return processes, the better the customer experience will be when order volumes start rising.

You can check the video recording of Nominis 091 on the official YouTube channel of eCommerce Croatia.