I'm sorry to hear you had problems opening your Melissa and Doug Trunki. You can contact their customer services team on service@melissaanddoug.com :o)
Trunki USAhttps://trunki.com > apps > help-center
I've lost my strap, can I get a replacement? You can purchase a spare or replacement Trunki strap in a colour of your choice here. Every Trunki comes with ...