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FAQs


What size are your watches?

Our watches come in one face size, 38mm, which makes the dial 38mm from one side to the other. This makes them very much a unisex watch. The straps are a single width of 18mm and can accommodate wrist sizes of 150-190mm, this will encompass a relatively petite female wrist through to a relatively large male one.

How should I care for my watch?

Although we use the best plating methods available for the casing of our dials, it is the nature of plating to wear over time, and this wear is accelerated by contact with water, perfumes and creams. Although silicone is highly durable, a strap may also experience discolouration when exposed to any of these factors as well as UV light. With this in mind, in order to prolong the life span we recommend removing your watch to avoid contact with water, creams, gels and perfumes.

If the strap becomes dirty we recommend washing lightly with soapy water.

What does water resistance mean?

Our watches are water resistant to 5 ATM which means a depth of around 50 meters. This makes dancing in the rain, swimming, snorkelling and surface level water activities possible in your watch. However, as we mention above in order to extend your watch’s lifespan, we always recommend removing it before any water based activities including swimming, showering and bathing. Please note that water exposure may cause damage which is not covered under the 2 year warranty. More detail on that below.

Please do not wear your watch in a sauna or steam room as the heat can cause watch seals to expand and create openings for water droplets to penetrate inside the design. This will cause your watch to stop working.

Can I purchase this watch as a gift? 

Products purchased from Ksana online come packaged in a signature Ksana box. At your request at checkout, a complimentary personalised gift slip can be added. We reserve the right to not transmit gift messaging that contains profane, abusive or obscene information at the sole discretion of the brand.

Alternatively you are able to purchase a digital gift card here.

Can I mix & match different colour straps with alternate dials?

We do offer a customisation service, at a small additional charge, if you would like a strap & dial combination that is not currently offered as standard on the website. Please email hello@ksana.co.uk or complete our Contact Form with your desired request and we will do our best to accommodate you. 

What should I do if my strap comes unclipped?

Occasionally if you catch one side of your watch vigorously you may dislodge the spring bar attaching the strap to the dial. If you do not lose the spring bar at the end of the strap it is easy to re-insert at home. Please follow our video here. We do sell replacement neon straps here should you need one, please message us on hello@ksana.co.uk if you would like a replacement strap in a different colour.

Can I buy additional straps?

You are able to buy additional neon straps here, however you will need to purchase a spring bar removal tool in order to change the strap at home, as demonstrated in this video here.

How do I get involved in your Silicone Recycling Programme?

As we mention here, we look to do all we can to reduce our environmental impact and offer a silicone recycling programme for all straps at the end of their life. Please contact us using the form on our website or hello@ksana.co.uk and we can arrange return of the strap.

Do you offer a warranty on any of the watches?

All Ksana watches are warranted to the original owner for two years from the date of purchase. The warranty covers any and all parts of the watch that may need repair due to defects in materials or workmanship under normal use. Ksana's obligations hereunder are limited to repair or replacement at its choice. The warranty excludes the battery, strap and general wear or damage to the case or crystal, or any damage arising from accidents or misuse including water penetration, or from any alteration, service or repair performed by any party. Ksana is not liable for any consequential or incidental damages, and any recovery may not exceed the amount paid for the timepiece. Any claim made under the above warranties directly with Ksana will involve you returning the defective goods to us, at your expense. Ksana will cover the cost of returning the repaired or replacement product to you. When returning the product please include a copy of the warranty form (which can be requested by contacting hello@ksana.co.uk) and also proof of purchase.

This warranty is void if the timepiece was not purchased from an Authorised Ksana Dealer, as evidenced by valid proof of purchase – a dated sales or gift receipt showing the name of the retailer.

What taxes might be due on my order?

All taxes (if any) due on your online transaction will be charged, as required by applicable laws. Please note that your on-screen transaction total reflects estimated sales tax. The actual sales tax will be calculated when your order is shipped, and may vary from the estimated amount. Import duties, if applicable, are payable by the purchaser and should be settled with the relevant authority post purchase.

Am I able to change my order once it has been placed?

If you wish to cancel or modify your order, please send an email as soon as possible to hello@ksana.co.uk. We will try to accommodate your request, but once an order has been submitted we cannot guarantee the purchase can be cancelled or modified.

We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorisation for payment; that shipping restrictions apply to a particular item; that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn. We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time at our sole discretion. We may also, limit or cancel quantities of products purchased per person, per household or per order. These restrictions may include orders placed by or under the same account, the same credit card, the same email address, or orders that use the same promotional code, billing or shipping address. In the event that we make a change or cancel an order, we will attempt to notify you by contacting the email and/or billing address/phone number provided at the time the order was made. Additionally, we may limit or prohibit orders that, in our sole judgement, appear to be placed by dealers, resellers, distributors or any other unauthorised party. You are not permitted to resell any products or services purchased through the Site for commercial purposes.

We will not be liable to you or any third party by reason of our withdrawing any merchandise from the Site whether or not that merchandise has been sold, removing, screening or editing any materials or content on the Site, or refusing to process a transaction or unwinding or suspending any transaction after processing has begun. Whilst every effort is made to make sure details on our website is accurate, we may from time to time discover an error in the pricing of products. If we discover an error in the pricing of a product in your order, we will let you know as soon as possible. We shall be under no obligation to accept or fulfil an order for a product that was advertised at an incorrect price and we reserve the right to cancel such an order that has been accepted or is in transit. If you order a product that is priced incorrectly for any reason, we will email or telephone you to inform you that we have not accepted your order and/or that the relevant part of your order has been cancelled. If you have already paid for the goods, we shall refund the full amount as soon as we are able. In the event that products are recalled in transit, we will process your refund once the products have been returned to us.