Finally I emailed Jocasi and they asked me to sent the bag to them for repair. The bag was gone for months. I had even forgotten about it because I was buying other bags from the op shop.
It finally came back with an apology for the time it took to fix (due to an office relocation) and they included a magenta leather purse as a gift.
I was stoked as I needed a proper purse. How lovely of Jocasi!