Frequently Asked Questions (FAQ)
Welcome to the Bornaliy.com FAQ page. We’ve gathered answers to the most common questions to make your shopping experience smooth, secure, and enjoyable. Whether you’re curious about cleaning our wooden toys, tracking your order, or understanding our refund process, you’ll find everything you need to know right here.
Caring for Wooden Toys
How do I clean wooden toys?
At Bornaliy.com, we take great pride in offering high-quality wooden and Montessori toys that are safe, durable, and easy to maintain. To keep them clean while preserving their natural finish and water-based, non-toxic coatings, simply wipe each toy with a lukewarm damp cloth and dry it immediately with a clean towel. If needed, a gentle solution of vinegar essence and water can be used as a natural disinfectant.
Please avoid submerging wooden toys in water, placing them in a dishwasher, or exposing them to direct sunlight or high heat. Harsh chemicals, bleach, antibacterial wipes, and abrasive scrubbers can damage the wood or finish, so we recommend sticking to mild cleaning methods only. With the right care, your child’s toys will stay beautiful and safe for years of creative play.
Your Bornaliy Account
What are the benefits of creating an account?
Creating an account on Bornaliy.com offers a faster and more personalized shopping experience. Once registered, your billing and shipping information is securely stored, making future checkouts quicker and easier. You can also view your order history, manage addresses, and track deliveries—all in one place. To create an account, simply click “Sign In” at the top of our website and follow the steps.
I forgot my password. What should I do?
No worries—resetting your password is simple. On the login page, click “Forgot your password?” and enter your registered email address. You’ll receive a link to securely reset your password. For security reasons, our customer service team cannot access or manually reset passwords.
How can I change my billing address?
You can easily update your billing address by logging into your Bornaliy account. Once signed in, go to “My Account” and update your address details. Please note that your name cannot be changed for security reasons. If you encounter any issues while updating your information, contact our support team, and we’ll be happy to assist you.
I’m having trouble checking out. What should I do?
If you’re unable to add items to your shopping cart or encounter an error during checkout, it may be related to your browser cookies or cache. Try clearing both, then refresh the page and try again. If the problem persists, please email us at contact@bornaliy.com with the subject “Checkout Error,” including details of the issue you’re facing. Our technical team will investigate and respond as soon as possible to ensure a smooth shopping experience.
Orders and Payments
What payment methods do you accept?
Currently, Bornaliy.com processes all orders through the Cash on Delivery (COD) payment method. This allows you to pay for your purchase only when it’s delivered to your doorstep—safe, simple, and convenient. We are continually working to introduce additional secure payment options, such as bKash and mobile banking, to make your online toy shopping experience even more flexible in the near future.
Can I change or cancel my order?
Orders can be modified or canceled before they are shipped. If you wish to make a change or cancel your order, please contact our Customer Support team as soon as possible. Once an order has been dispatched, cancellations are no longer possible. For prepaid orders, a refund will be issued through bKash in accordance with our Refund Policy.
Shipping and Delivery
How quickly do you process and ship orders?
We understand how exciting it is to receive new toys for your little ones, which is why our team works hard to deliver as fast as possible. Orders within Dhaka are typically delivered within 2 to 5 days, while deliveries outside Dhaka usually take 3 to 7 days. Delivery times may vary slightly due to courier schedules, public holidays, or unforeseen weather conditions.
How do I know if my order has been received?
After successfully placing your order, you’ll immediately see a confirmation page with your order number. You’ll also receive an email confirmation within two hours of checkout. We recommend saving this information for your records.
What does “backordered” mean?
When an item is labeled as “backordered,” it means that the product is temporarily out of stock but will be available again soon. You may still place an order for backordered items, and we will ship them to you as soon as they are restocked. If a product becomes unavailable for an extended period, we’ll notify you and offer a full refund or a replacement option.
What if an item I ordered is out of stock?
If an item you ordered is unavailable or discontinued, we’ll contact you right away to offer a full refund or a suitable replacement. If an item is temporarily backordered, we’ll ship it as soon as it becomes available—at no additional shipping cost. Our priority is to keep you informed and ensure you receive your order without unnecessary delays.
Refunds and Replacements
What is your return and replacement policy?
Our goal is to ensure every Bornaliy purchase brings happiness and satisfaction. However, if you receive a defective, damaged, or incorrect item, you may request a return or replacement within five (5) days of delivery. Returned products must be unused, undamaged, and in their original packaging. Once our team inspects the returned item and confirms eligibility, you may choose between a replacement or a refund, depending on stock availability.
Please note that returns cannot be accepted for products simply no longer needed or due to a change of mind. All returns are processed in accordance with our Refund Policy, which is designed to ensure fairness and transparency for every customer.
How do I start my return or replacement request?
To initiate a return or replacement, please contact our Customer Support team via email within five days of receiving your order. For customers in Dhaka City, we offer free pickup service for eligible returns. For customers outside Dhaka, please send the product to our designated return address using a reliable courier service. Once the item is received and inspected, we’ll proceed with your refund or replacement.
There’s a mistake with my order—what should I do?
If your order arrives with missing, incorrect, or damaged items, please reach out to our Customer Support team immediately. Include your order number, a brief description of the issue, and a photo if possible. We’ll review your case promptly and resolve it with care, ensuring your satisfaction.
Customer Support and Privacy
How can I contact Bornaliy Customer Service?
Our dedicated Customer Support team is here to help with any questions, feedback, or order concerns. You can reach us via the Contact Us page on our website, or by emailing contact@bornaliy.com. We aim to respond to all inquiries promptly, ensuring every customer receives friendly and professional assistance.
How does Bornaliy protect my personal information?
At Bornaliy.com, your privacy and security are our top priorities. All personal information collected during your shopping experience is securely encrypted and handled in strict accordance with our Privacy Policy. We never sell or share your data for marketing purposes. You can review our Privacy Policy anytime to learn how we collect, use, and safeguard your information.
Our Path Forward Together
At Bornaliy.com, we’re more than an online toy store—we’re a community of parents and educators who believe in nurturing creativity, learning, and joy through safe and sustainable play. If your question isn’t covered here, please don’t hesitate to contact us. We’re always happy to help you enjoy a worry-free, delightful shopping experience.
