FAQs


The concept

  1. What is MyKhilona.com?

    MyKhilona.com is an on-line library for kids. In addition to toys, we also have books, CDs, games, flashcards, charts 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 a number of benefits in renting vis-à-vis buying most important among them is the fact that renting is far more economical than buying. Moreover, children love variety and get bored with the same toys. And our homes, too, don't have space to stock unlimited toys. That's where renting provides a feasible and affordable solution.

  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
    • Cost economies
    • Impeccable serivce
    • Flexibilities:

      • Different plans to suit your needs
      • Ability to 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
      • No time-limit for retaining the products; hence, no hassles of returning the products by a particular date. No late penalties.
      • Ability to place orders at your convenient time. No fixed dates.
      • Carry-forward of points from one plan period to another.
      • Ability to renew early in the event of early exhaustion of your point balance.
      • Ability to take a break during the plan period and reviving your membership without any hassles and as per your convenience.

    • Safety and Hygiene
  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
      • 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. Alternatively, you can also call us on 9820949988 or write to us at customercare@mykhilona.com and we'll help you with the registration.

  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.

  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 250 to Rs 750 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 how many products would you like to order at a time.

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

    • Membership 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.
    • Deposit this is refundable at the time of termination of membership.

  5. 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 MRP, 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 MRP and the estimated durability of each product. These points are pre-assigned and are clearly indicated on the website below each product.

  6. How long the points are valid? How long my plan is valid?

    Each plan has a specified plan term - 3 months, 6 months or 12 months. Also, for each plan term, we have Silver, Gold and Diamond plans, which fetch you a specific number of points. Your plan remains valid till either your term expires or your point balance is exhausted.

  7. 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.

Special Schemes

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

    Yes, of course. We have a one-month trial plan customized for those who wish to try out our services before paying membership fees. If you select the trail 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.

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

    We do have special group schemes which offer attractive discounts. Let us know through e-mail or over phone and our representative will take you through the offers that we have.

  3. 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 or call us 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 categories of products:

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

  2. You have too many products. How do I search for the toys / books that I am looking for?

    We completely understand your dilemma of locating 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 by Product Category (on the left hand side of the "Products" pages)
    • Advanced Search (for searching by "categories", "age group" and "points" simultaneously)
    • Keyword search (for searching whole or part of a word in the product name or product description)

  3. 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. For instance, some children are known to learn colours quite late but may have picked up numbers and counting really early, whereas others take time to recognize alphabets, but learn to recognize animals sooner. We, therefore, strongly recommend that parents select the products based on the specific considerations of their child.

  4. 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.

  5. 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.

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

    You can rent any number of items per order. The maximum size of an order is 25 points for Silver plan-holders, 30 points for Gold plan-holders and 35 points for Diamond plan-holders. We, however, recommend an order size of 20 points for Silver plan-holders, 25 points for Gold plan-holders and 30 points for Diamond plan-holderswhich would enable you to utilize your points during your plan period and within the free visits allowed, as any extra visit is charged Rs 50.

  7. If there is a particular toy / book which I want to order but is not in your stock, 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 CDs readily 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 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 3 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 use the products as long as you wish. However, we recommend that you exchange products every 15 days or every month. A 15-day to one-month cycle is optimum for your child to enjoy the product and grasp the learnings offered by it and at the same time, ensures the best possible usage of your points and free visits during your plan term.Our regular Silver, Gold and Diamond plans give you a monthly exchange cycle whereas the Silver Plus, Gold Plus and Diamond 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 visits”. For our regular Silver, Gold and Diamond plans, you get 1 free visit per month on an average, and for the Silver Plus, Gold Plus and Diamond Plus plans, you get 2 free visits per month on an average.For additional visits, you would be charged Rs 50 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 product catalogue for making your selection and placing the order. The selected products will be delivered to your doorstep within 2 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 3 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. How will I know that the items picked up have been received by you?

    You can also visit the current order page in your account and the status will be displayed. You can check the order history and see the date of return. In any case, the delivery-boy who picks up the products from your doorstep will provide you with a signed confirmation that the products have been received.

  8. 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.

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.

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

    We will send you a reminder as your renewal nears. In addition, our customer care representatives shall also call you to remind you of the renewal.

Discontinuation

  1. How do I discontinue the membership?

    For discontinuing your membership, you may send us an e-mail at customercare@mykhilona.com 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.

Others

  1. 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.

  2. How do you ensure that the toys are safe for my kid, as they would have previously been used by some kids?

    We fully recognize the importance of safety and hygiene for your child. At MyKhilona.com, we follow a robust sanitization process, wherein every toy is properly washed and cleaned before being re-used.

  3. 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.

  4. 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.

  5. If my child is attached to one of your product 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.

  6. If I have a suggestion, whom do I contact? I have a compliant, whom do I contact? I have a question which is not covered above?

    Write to us on customercare@mykhilona.com or call us on 9820949988 for your suggestions, complaints or queries and we shall be happy to address the same.