This book chapter reviews the growth of business to consumer (B2C) e-commerce, the evolving market structure and consumer responses to online retailing.   It then examines the logistical challenges faced retailers selling goods online and organising delivery to the home. Where should multi-channel retailers pick online customer orders – in their shops or in separate ‘fulfilment centres’? Should the delivery operation be outsourced or kept in-house?   What delivery ‘time-window’ should consumers be given? How can one minimise the proportion of failed deliveries? What opportunities are there for ‘unattended delivery’ to a reception box? Can delivery be to a collection point rather than the home? How should the flow of returned items be managed? These are some of the key questions discussed in the chapter.

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