What is Last Mile Delivery?
Last mile delivery is the final leg of a supply chain, moving goods from a distribution centre, cross-dock, carrier hub or terminal to the end recipient's address. In parcel and e-commerce logistics it usually means delivery to a consumer's door, a parcel locker or a pickup point, while in B2B freight it covers the final truck delivery to a store, site or plant, often with appointment, tail-lift or unloading requirements. It is usually the least consolidated part of the journey, with many stops, small drops and a share of failed delivery attempts. In cities, last mile operations are increasingly shaped by public policy, including low- and zero-emission zones, access time windows and loading restrictions. The European Commission promotes Sustainable Urban Logistics Plans as a planning tool for city freight within its urban mobility policy.
Why it matters for forwarders
For forwarders, the last mile is where the promised delivery date is met or missed and where most customer-visible exceptions occur: missed appointments, wrong addresses, refused deliveries and missing unloading equipment. Accessorial charges such as residential delivery, liftgate, inside delivery, waiting time and redelivery are often left out of the original quote and then disputed. Capture delivery constraints at booking, including dock availability, vehicle size limits, opening hours and whether the consignee can unload, and pass them to the delivery carrier in writing. A signed proof of delivery with shortages or damage noted on it is essential, since claims against carriers often depend on exceptions recorded at delivery. In urban areas, check emission zone and access rules for the vehicle used, as non-compliant vehicles can be fined or refused entry.