I got this charm for Christmas and noticed missing stones on every heart face within a month. Kay replaced the charm with little effort by a simple name look up (as I had no receipt). 1 week after I received a new charm there are stones missing again. I called and Kay will replace, I am hoping for a different charm. The other Charm I have with stones has not lost any. Thank you Kay for replacing, but be aware you may lose crystals if you purchase this charm.