Sorry for this mistake.
I think what may have happened is the sewing machine did not catch the edges properly and has eventually come loose. Can you send in some pictures showing the tear to firstname.lastname@example.org so I can raise this with the team? Thanks!
Once we receive this we will offer a replacement for the inserts.
I can recommend you try sewing around the edges and see if that helps. Please keep the existing inserts as we are doing a replacement anyways!