Effective Date: 20 August 2025
Legal Disclaimer
This Delivery Policy explains how Island Lilly Ltd provides booking confirmations, travel documents, itineraries and service vouchers. As an online tour operator, all services are delivered digitally to the email address supplied at the time of booking.
1. Nature of Delivery
Island Lilly delivers all travel documentation electronically. Delivery includes:
• Booking confirmation
• Payment receipts
• Detailed itineraries
• Hotel, transfer and activity vouchers
• Any required updates relating to your booking
All documents are delivered in digital format. No physical documents are issued.
2. Delivery Timeframes
After your payment is received, documents are delivered as follows:
• Booking confirmation: within one working day
• Payment receipt: immediately upon successful payment
• Itinerary and vouchers: within seven working days
• Urgent bookings (within 72 hours of travel): delivered as quickly as possible
If supplier approvals or verifications take longer, we will notify you promptly.
3. Delivery Charges
There are no delivery fees.
All travel documents are delivered electronically at no additional cost.
4. Delivery Requirements
Delivery depends on the accuracy of the information you provide. Please ensure that:
• Your email address is correct
• Your booking reference is accurate
• Traveller names match passport details
• Any requested information is submitted promptly
Delays caused by incorrect information are outside our control.
5. Delivery Restrictions
Delivery may be affected by:
• Outstanding balances
• Missing traveller information
• Incorrect email addresses
• Supplier delays or system errors
If a delay is expected, we will contact you immediately with an update.
6. Updates and Document Re-Issue
You will receive updates for:
• Amendments to your itinerary
• Supplier changes
• Flight time changes (if applicable)
• Replacement vouchers where required
If you misplace your documents, we can re-issue them upon request.
7. If You Do Not Receive Your Documents
If you do not receive your documents within the expected timeframe:
Check your spam or junk folder
Add hello@island-lilly.com
to your safe sender list
Email us to request re-delivery
We will re-send your documents within one working day.
8. Booking Confirmation Content
Your booking confirmation email will include:
• Company name and registered address
• Website URL
• Date of transaction
• Description of services booked
• Total amount paid
• Currency used
• Booking reference
• Contact details for assistance
This is required under international card scheme rules and ensures transparency for all clients.
9. Delivery of Third-Party Services
Some components of your trip, such as activities or transfers, are delivered by external partners. You will receive separate vouchers for these services.
All suppliers are vetted, licensed and compliant with local regulations.
10. Limitations of Liability
Island Lilly Ltd is not responsible for delays, non delivery or failed delivery of documents caused by incorrect contact information, spam filters, restricted inbox settings or technical issues outside our control. We will make reasonable efforts to resend documents promptly upon request, once the correct information has been provided.
11. Contact Information
If you require assistance with your documents, please contact:
Island Lilly Ltd
Email: hello@island-lilly.com
Website: www.island-lilly.com
