The growing popularity of online shopping contributed to an increase in the amount of packaging used, and consequently packaging waste. With regard to packaging used for online shopping, there is a need to create conditions for full recycling and/or multiple use. Thus, enterprises operating in the area of e-commerce, and consequently also the customers who would be responsible for the return of packaging, face a challenge – the use of reusable packaging. The article presents the results of own research focused on the position of customers in relation to the functional features of unit packaging in e-commerce and returnable packaging that can be introduced. The tool was a questionnaire. The results were analyzed in statistical analysis. The study shows that it is important for customers who buy online that the unit transport packages fulfill the basic protective functions. The respondents indicated that returnable packaging should have similar features as the packaging currently used in online shopping. It seems that more attention should be focused on determining the method of return that is convenient for customers. Redesigning supply chains to improve reverse logistics, investing in new returnable packaging for online distribution of products, and creating customer-friendly and cost-effective return processes can deliver the following benefits: less waste, reduction of the carbon footprint, promoting a circular economy, cost optimization.