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The paper aims to identify customers' preferences toward last-mile delivery in e-commerce in Poland and Brazil and diagnoses the drivers and barriers to implement solutions for sustainable last-mile delivery. In order to achieve this aim, a survey was conducted among e-customers in Poland and Brazil, and data were analysed using conjoint analysis. Additionally, an expert panel was established to identify barriers and drivers for implementing last-mile delivery solutions. For Polish customers, price is the most important, while for Brazilian customers, home delivery. The essential barriers inhibiting the implementation of sustainable last-mile delivery solutions are lack of regulation, insufficient green energy sources, the high price of electric vehicles, and fear of their short lifetime. Support from the local government was identified as a primary driver, followed by the organization of free delivery to parcel lockers/pick-up points and education and training of all stakeholders.