Dear Mthuthuzeli,
Thank you for leaving a review on our website. We appreciate your feedback and are eager to address any concerns you may have regarding the product you received. To open your new necklace and add the charms, please hold the sliding clasp and pull it slowly. Since the necklace is new, it might be a bit stiff at first, but it will become easier to open with use.
You can also check this video reference on how to insert the charms properly. https://eu.danielwellington.com/collections/charms-collection
We do hope this information helps you with your concern.
If there's anything else we can assist with, please don't hesitate to reply to this email.
We wish you a wonderful day!
