When a customer calls our 800 number, we try to learn as much about their piece needing repair as possible. We ask questions pertaining to the history of the item to include the origin, age, pattern, size, type of damage, extent of damage, and any other pertinent facts. At that time, we try to give a general estimate on the cost and length of time to complete the work. Upon receiving an item, we contact the owner to reassure that it arrived safely. Within a few days, our staff will carefully examine the piece and once again contact the owner with a detailed estimate of cost and time involved. The owner then makes the choice to agree to the repair, or have the item returned at no cost.
