John C.
Bracelet draw string clasp won't open up
The galaxy silver bracelet I purchased won't open up it is stuck in the closed position. I have sent two emails to customer support with no response. Is there a trick to how this type of draw string clasp works? If not, how do I return this item and get a new one that works? I have heard back from Caligio and they did help me get the bracelet to open and close. We both are happy with the result. I did increase the experience to a 3 star experience, even though they do not work on the weekends (as they said in their response) and I did send my first email on a Sunday, they could have seen that one or my second one I sent later in the week. They only responded when I put a 1 star review out there, that was unfortunate. I add a suggestion to put the directions they sent me on the website so I or someone else doesn't have to look for support when they can look it up themselves.
Response from CALIGIO LLCMay 18, 2026
Hi John, check your email please ! Thank you for reaching out, and please accept our apologies for the delay in response, as our customer support team does not operate over the weekend. There is no hidden trick to the mechanism—since the Galaxy Silver bracelet is brand new, the sliding lock can sometimes be quite stiff on its first few uses. You simply need to pull it a bit more firmly to open it for the first time. Once it has been opened and closed a few times, the movement will become perfectly smooth. We have also attached a step-by-step photo instruction to this email to help guide you through opening it. We noticed 1star review you recently left on Trustpilot. We always strive to provide top-notch service and products, and since this is just a temporary stiffness characteristic of a brand-new item, we would be incredibly grateful if you could take a moment to update or edit your review once you've successfully opened the bracelet. Thanks for understanding.