We are ever so sorry to hear that you're having trouble with your watch strap, or that your strap has developed a fault. Even perfection has it's limitations!
The watch clasp should simply secure in place by hooking the shorter strap over the bar on the longer strap, before flipping the branded clasp over and firmly pressing to lock.
If this isn't the case, rest assured this is a rare occurrence, and one that we can swiftly resolve for you.
Our dedicated team will assess the issue and get in touch to rectify this ASAP.