Dave,

I am not sure of the repair process for mail customers. I just walk over and hand the garment to the folks.

I would definately call them as the first step.

They did a bang up job on my vest. I had worn fairly large holes in the wool against my knife, flashlight and matchcase. They took the pocket down and totally relined it front and back then replaced the worn fabric so the faded color would match. Pure function. I took some fine wool and wove the holes back together to make it look a bit better. They also added some wool along the worn seams and thin pockets.

All for free too.

Great service and customer care.