FAQs


The concept

  1. What is MyKhilona.com?

    MyKhilona.com is an online toy library. We provide toys on rent to our members. In addition to toys, we also have books, puzzles, games, flashcards, charts, CDs and worksheets to aid the complete development of your child.

  2. Why should I rent toys, when I can buy them for my kids?

    The answer to this is exactly the reverse of the question – “Why should you buy toys, when you can rent them?” There are many benefits in renting vis-à-vis buying. Children outgrow toys very quickly as they grow. Moreover, they love variety and get bored with the same toys. Renting is an economical solution as compared to buying. And our homes, too, don’t have space to stock unlimited toys. Renting toys enables parents to keep their homes clutter-free while also providing a wide range of toys for their kids.

  3. Why MyKhilona.com? There are many other toy libraries. What benefits do I get my taking a membership?

    Members of MyKhilona.com enjoy the following benefits:

    • Huge variety and wide categories
    • Caters to all age groups
    • Easy and simple to operate
    • Convenience of door-step delivery and pick-up
    • Economical and affordable
    • “Queue” feature to reserve the items of your choice
    • Impeccable service
    • Safety and Hygiene
    • Flexible Membership Plans:

      • Different plans to suit your needs
      • Select a different plan at the time of each renewal
      • One-time trial plan without paying membership fees.
      • Single plan with a point system that lets you order products
      • across all categories available on MyKhilona.com
      • Place larger orders by paying a higher refundable deposit
      • Continue placing orders even after consuming your point balance by topping-up your plans with extra points
      • No time-limit for exchanging / returning the products as long as your plan is active; hence, no hassles of returning the products by a particular date. No late penalties.
      • Place orders at your convenient time. No fixed dates.
      • Carry-forward of points from one plan period to another.
      • Renew early in the event of early exhaustion of your point balance.
      • Take a break during the plan period and revive your membership without any hassles and as per your convenience.

  4. Why on-line and why not physical library?

    Two reasons:

    • In today’s busy schedule, an on-line library saves you a lot of time by sparing you from the trouble of actually visiting the library.
    • An on-line library allows you a number of benefits which a physical library doesn’t. For example:

      • you can browse through the entire stock that we hold irrespective of whether it is available for ordering on that day
      • using our search features, you can easily search for a particular product you are looking to rent for your child
      • you can add products to your cart for ordering later
      • you can shortlist products by adding them to your favourites
      • you can request for reserving the products of your choice by adding them to your Queue, in case they have been ordered by other members.
      • our user-friendly website also allows you to track your membership status, your point balance, your renewals, your current order and order history.

  5. How do I know whether MyKhilona.com provides its services in locality where I reside?

    Currently, we provide our services within the city of Mumbai (including Thane and Navi Mumbai). To check whether we are present in your locality, you may visit the New Member Registration page on our website and check the “Area” drop-down to find out whether your pin-code is covered in the list.

Registration, Plans and Charges

  1. How do I register as a member?

    MyKhilona.com is an end-to-end online library. You can register online. In case you need any help with the registration process, you can call / whatsapp on 9820949988 or write to us at customercare@mykhilona.com and we will assist you.

  2. How do I pay?

    We work on a “cash-on-delivery” model. You can pay by cash / cheque when our representative visits you for the delivery of your first order. Cheques are to be prepared favouring KSK SERVICES.

  3. Do I have a choice as to how much I want to pay for renting the items?

    We have a range of plans. The plans are of different duration ranging from 3 months to 12 months and are priced in the range of Rs 350 to Rs 1250 per month. Each plan gives you a particular number of points which you can use for renting our products. The ideal plan for you would depend upon how many kids you have and the number and type of products would you like to order at a time. In case you need any help with plan selection, you can get in touch with us at the co-ordinates mentioned above.

  4. Points? Why Points? How does the point system work?

    We work on a “point” system and not “number-of-toys” system because all products differ widely with regard to their price, durability, etc. By having points, we ensure that all members get an equal and optimum benefit based on the amount they spend. Each product is assigned a specific number of points based on certain factors, most important factors being the price and the estimated durability of each product. These points are pre-assigned and are clearly indicated on the website below each product.

  5. Can you tell us more about your Plans?

    We have Silver, Gold and Diamond and Platinum plans which allow you to place 1 order per month on an average. Silver Plus, Gold Plus Diamond Plus and Platinum Plus allow you to place 2 orders per month on an average. Each plan gives you a specific number of points. Each plan comes with a choice of 3 months, 6 months or 12 months duration. You may visit our Plans page for more information.

  6. Can I try out your service before paying membership fees?

    Yes, of course. We have 2 one-month trial plans, Trial & Trial Plus, customized for those who wish to try out our services before paying membership fees. If you select the Trail plan or the Trial Plus plan, you need to pay only the usage fees for that month and the refundable deposit. You can pay the membership fees when you renew by selecting a regular plan after your one-month trial period is over.

  7. What if I do not want to become a member, but want to place a one-time order for a party or a play-date?

    We have special Party plans (Party–Mini, Party–Mega and Party-Jumbo) which are customized for parties and play-dates. We have a variety of toys and accessories to add more glitter to your parties.

  8. What are the various charges associated with the membership?

    • Registration charges – these are one-time non-refundable charges
    • Usage charges – these are recurring charges for using our services and are based on the plan selected by you.
    • Refundable Deposit – this is refundable at the time of termination of membership.

  9. If I have not been able to consume my points during my plan term, would my points get carried forward?

    Yes, we believe what you have bought is rightfully yours; hence we offer the facility to carry forward your unutilized points as long as you renew you plan within 15 days after the date of expiry.

  10. What if I consume my point balance before my plan term expires?

    You can top-up your plan by purchasing extra points any number of times during your plan term.

  11. Can I take a break?

    You can take a break in the following ways, for any number of days:

    • Any time within the plan term by returning the products that you have in your possession, without placing an exchange order.
    • After the expiry of your plan term.

Special Schemes

  1. Can I get a discount if we take a group membership?

    We do have special group schemes which offer attractive discounts. Write to us at customercare@mykhilona.com or call / whatsapp on 9820949988 and our representative will take you through the offers that we have.

  2. I own a company / I work for a company, can we subscribe for our company?

    Of course, We also have special customized corporate schemes which offer attractive discounts and other benefits. Write to us at customercare@mykhilona.com or call us on 9820949988 and our representative will get in touch with you to understand your requirements and customize the most suitable scheme to meet your needs.

Search and Ordering

  1. What are the kinds of products that a member can choose from?

    We have the following types of products:

    • Toys
    • Books
    • Games
    • Puzzles
    • Worksheets
    • Flashcards
    • Charts
    • CDs

  2. Do you have products bifurcated by age-groups?

    Yes, all over products have an age-range (start age and end age). This will help you select the products appropriate to your child depending upon his/her age. However, these age ranges are indicative. We believe that every child is unique and every child learns at his/her own speed. We, therefore, strongly recommend that parents select the products based on the specific considerations of their child.

  3. How do I search for the toys / books that I am looking for?

    We completely understand the effort that goes into selecting the right products of your interests from the wide varieties of the products we offer, hence we have spend a considerable amount of effort in designing various methods of search which will help you to easily locate products of your interest.

    • Search Filters – the filters allow to you search by category and age-group, with the provision of selecting multiple categories and age-groups in a single search. You also have the option of viewing all products matching the search criteria (regardless of whether they are available or in circulation) or viewing only the available products.
    • Keyword search (for searching whole or part of a word in the product name or product description)

  4. Can I make a shortlist so that I don’t have to browse through numerous pages every time I want to order?

    Yes, you can add items to your Favourites list, which will act as a shortlist for future reference.

  5. Is any product category restricted for any plan?

    There are no restrictions whatsoever. Under every plan, you can go for any of the above-mentioned categories of products.

  6. How do I order?

    It’s simple. Log-in to our website and click on the “Add to Cart” button below the desired product(s). The product(s) will get added to your Cart. Once you are done with your selection, click on the “Check Out” button on the Cart and your order will be placed.

  7. How many items can I rent at a time?

    The short answer to this question is: “Order as much as you want!” To elaborate further: For each order, an average order size has been specified which allows you to consume the points evenly over the plan term. Your order can include any number of items totalling to the average order size. However, there is no limit on the number of points you can order at a time. You can order products totalling to more than the average order size by paying an additional refundable deposit of Rs 300 for every 5 points over & above the average order size under your plan.

  8. What do I do if the product I want to order is “In Circulation”, which means it is ordered by some other member?

    You can add the product to your Queue. We shall reserve it for you and notify you when it becomes available.

  9. If there is a particular product which I want to order but is not on your site, can that be arranged?

    Our team at MyKhilona.com is constantly researching on the toys, books etc. available in the market and we endevour to stock the most exhaustive selection for your kids. However, given the immense variety of kid’s products that keep entering the market today, it could always happen that we don’t have a certain toy, book or CD in stock. In that case, please write to us at customercare@mykhilona.com. Depending upon the availability of the requested item in the market, we will try and arrange the same for you.

Delivery, Exchange and Return

  1. Do I need to visit your library for picking-up / returning the toys?

    MyKhilona.com offers its members the benefit of door-step delivery and pick-up hence you don’t need to visit our library.

  2. How fast can I expect to receive the ordered items?

    You will receive the ordered products within 4 days from the date of your order. This applies to new orders as well as exchange orders.

  3. How long can I keep the items?

    There are no time-limits for keeping the rented products. You can keep the products as long as you wish, till your plan is active. However, we recommend that you exchange products as per your plan cycle to ensure the best possible usage of your points and free visits during your plan term. Our regular Silver, Gold, Diamond and Platinum plans give you a monthly exchange cycle whereas the Silver Plus, Gold Plus, Diamond Plus and Platinum Plus plans are designed for a fortnightly exchange cycle.

  4. Are there any extra delivery charges?

    For every plan, there is a certain number of free deliveries. For our regular Silver, Gold, Diamond and Platinum plans, you get 1 free delivery per month, and for the Silver Plus, Gold Plus, Diamond Plus and Platinum Plus plans, you get 2 free deliveries per month. For additional visits, you would be charged Rs 100 per visit.

  5. How do I exchange / return the products?

    The process for doing this is extremely simple. You will find “exchange” and “return” buttons once you log-in to your account. If you wish to exchange, click on the “exchange” button and you will be taken to the products section for making your selection and placing the order. The selected products will be delivered to your doorstep within 4 days and the products in your possession will be picked-up. If you wish to return the items without placing an exchange order, click on the “return” button. The products in your possession will be picked-up from your doorstep within 4 days.

  6. Do I need to exchange / return all items at the same time?

    Yes, the entire order will be delivered / exchanged / picked-up at the same time.

  7. What if I am not at home / in town on the date of delivery / pick-up?

    If you find yourself unable to attend to the delivery / pick-up on a particular date, you can call us on our customer service number and we shall adjust the visit accordingly, provided we have been informed well in advance.

  8. If my child is attached to one of your products, can I buy that product?

    Yes, you can buy the product at the discounted rate. For buying any product, write to us at customercare@mykhilona.com and our representative will get in touch with you.

Renewal

  1. How do I renew my membership?

    You can renew your membership by clicking on the “Renew” button on the “My Plan” page. This button will get activated when your point balance reduces below 10 or when your plan term expires.

  2. What if my points get utilized before the expiry of my plan term? Can I renew early?

    Yes, you can. In fact, you can renew anytime after your point balance falls below 10. However, you have an option of topping-up your plan by purchasing extra points without renewing your plan.

  3. What if I forget to renew? Will you remind me?

    We will send you a reminder as your renewal date approaches.

Discontinuation

  1. How do I discontinue the membership?

    For discontinuing your membership, you may send us an e-mail at customercare@mykhilona.com or call / whatsapp on 9820949988 and our representative will get in touch with you for the formalities.

  2. How soon can I get my deposit back if I chose to discontinue?

    You will get your deposit back within 15 days from the date of termination.

Hygiene, Sanitization and Damages

  1. What steps are taken by MyKhilona.com to ensure proper hygiene of the products, especially since these are used multiple times?

    This is an aspect we are extremely particular about. We give utmost importance to hygiene and sanitization of the products. We follow well-established sanitization methods and material to ensure impeccable hygiene. Each item is thoroughly sanitized when it comes back and also when it goes out again. It is re-packed if re-packing is required.

  2. What if the items are lost / damaged by me?

    Loss or damage is not uncommon and we fully empathize with our members in such events. Normal wear and tear in fine, but if the damage renders the products unusable, it becomes necessary for us to replace the product to make it available to other members, as we would not like a damaged product to be in circulation. Hence, in such situations, we would seek your co-operation in making good the loss to the extent of the MRP of the product. The MRP of each product is mentioned thereon, to ensure complete transparency with regard to the amount of the loss.

  3. What do I do if I receive items in a damaged condition or some of the items are missing?

    Our processes are robust and as a policy, we check all items before dispatching them to our members. Therefore, in all probability, you would not experience a situation like this. Nevertheless, if you do receive items in a damaged condition or some of the items are missing, please call our customer care department on 9820949988 and we will sort it out.