Giraffe Hologram Pendant with Infused Cremation Ash

I love the design. However, after wearing it only a couple of times the slip not came undone and so now it is no longer adjustable. Do you have any videos or instructions on how to retire the slip not so it works again?

I had the charm made out of my granddaughter's ashes. Her sisters want to put it on her favorite stuffed animal so she is still represented in family photos.

smaller than expected but it is beautiful want to put on a different necklace as the other scratches Suggestions