I left my bracelet to be cleaned plus 12 charms. When I got it back there was only 11 charms. The missing one happened to be a memorial heart with my brothers ashes in it. My daughter colllected bracelet for me , I phoned shop they said they would look into it. Several hours later they phoned to say they couldn’t Find it. Sadly it got worse , they are not prepared to do anything about it. The manager did not speak to me she just let a staff member to tell me there’s nothing they can do. So it would appear pandora can loose a charm and I as a customer is supposed to say that’s ok ! I do have receipt that has clearly got 12 charms on it. Not only sad but very angry and will be taking it further.