Termes et conditions

Last modification: July 21st, 2022

Terms of use

These terms of use constitute a service agreement between you (“you”, “your”) and Boutique Surmesur (“Surmesur”, “we”, “us”, “our”) regarding your access to and use of our website (http://www.surmesur.com) as well as any other form of properties (mobile site, applications, social media, etc.) and domains. The term “website” will be used to refer to all Surmesur properties and domains.

By accessing and using our Website, you indicate that you have read, understood and accepted that you will be bound by the terms and conditions presented in this section. If you do not agree with all of these terms and conditions, you are expressly prohibited from using the Website and you must stop using it immediately.

Surmesur keeps the right to modify and change at any time the terms and conditions published on its website. We will notify you of any changes by changing the “Last Modified” date shown at the top right of this section. We encourage you to review the terms and conditions in this section before each use of our website to ensure that you understand and agree to any changes. By continuing to use our website and its services, you will be deemed to have read, understood and accepted the changes to the terms and conditions.

The information provided on the website is not intended for distribution to, or use by, any person or entity in any jurisdiction or country where such distribution or use would be contrary to law or regulation or which would subject us to any registration requirement in that jurisdiction or country. Therefore, those who choose to access the Website from other locations do so on their own initiative and are solely responsible for compliance with local laws, if and to the extent local laws are applicable.

Intellectual property

Unless otherwise indicated, the Website is the exclusive property of Surmesur and all source code, databases, functionality, software, web designs, audio and video files, text, photographs and graphics on the Site (collectively, the “Content”) as well as the trademarks, service marks and logos contained therein (the “Marks”) are owned, controlled or licensed by Surmesur and are protected by United States copyright and trademark laws and various other intellectual property rights and unfair competition laws, international copyright laws and international conventions.

The Content and the Marks are provided on the Website “AS IS” for your information and personal use only. Except as expressly provided in these Terms of Use, no portion of the Website and no Content or Marks may be copied, reproduced, aggregated, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted, distributed, sold, licensed or otherwise exploited for any commercial purpose whatsoever without our express prior written permission.

Provided that you are authorized to use the Website, you are granted a limited license to access and use the Website and to download or print one copy of any portion of the Content properly accessed, solely for your personal, non-commercial use. We reserve all rights not expressly granted to you in the Website, the Content and the Marks.

Accountability

Surmesur is only bound by an obligation of means. It cannot be held liable for any damage resulting from the use of the Internet network such as loss of data, intrusion, virus, service interruption or other involuntary problems.

Surmesur Account creation

To complete a transaction at Surmesur for custom clothing, in a showroom or on the web, each customer will need to log in to their account. The customer account contains the status of active orders, the history of previous orders, the measurements of each garment and other useful sections. If the customer has already completed a transaction in a showroom, the activation of the account by creating a password is required at the first login.

To complete the purchase of accessories or gift cards, logging in to the Surmesur customer account is not necessary.

Conditions of sale

Products

  • Stock availability
    The products are offered within the limits of available stocks. The dates of current offers, prices and availability of items in the showroom may be changed without notice. The choice of fabric made by the customer must be selected from the list of fabrics offered on our site.
  • Out of stock fabrics or items
    It is possible that some fabrics and items are out of stock. If the selected fabric is no longer on the market, the customer will be informed by email. Two options will be available at that time: 1) wait for the fabric to come back on the market* or 2) make an alternative choice among similar fabrics.
    *Please note that if you decide to wait for the fabric to come back on the market, availability and production time cannot be guaranteed.
  • Accuracy of information
    Each product is presented on the website in the form of a description of its main technical characteristics. While we always work to ensure that we offer the best products, we reserve the right to revise any inaccurate description and to cancel or refuse any order with an inaccurate description.
  • Item visualisation  (the “Studio”)
    The visualisation tool on the surmesur.com website presents only an image as an indication. This image is a rendering that allows you to visualise only the colour and patterns before purchasing. It does not show all the options and cuts selected. You must therefore be sure to review your selections before ordering. Therefore, please be advised that colour differences generated by a computer monitor are not considered an error, as fabric colours may vary depending on the monitor. Surmesur does not undertake to replace garments for this reason.

Price & promotions

  • Prices, currencies and taxes
    The prices appearing in the Studio and in the product sheets are presented before taxes and are in Canadian dollars (CAD) or in American dollars (USD) according to the country of invoicing. For purchases on our website (www.surmesur.com), the prices are presented before taxes and according to the currency of the chosen country. The prices indicated do not include shipping costs, which are invoiced in addition to the price of the products purchased, depending on the total amount of the order.
  • Price Changes and Accuracy of Information
    Surmesur reserves the right to modify its prices at any time, it being understood, however, that the price appearing on the invoice on the day of the order will be the only one applicable to the buyer. Errors that may occur inadvertently will be corrected and adjusted, including prices and promotions.
  • Price reduction
    If the price of an item is reduced within 3 days of purchase, you may contact our customer service team at [email protected] and we may issue a credit for the updated value. This price adjustment policy does not apply to limited-time price promotions such as Black Friday and Boxing Day.
  • Promotional codes
    Promotional codes cannot be combined with other promotions unless otherwise specified. No promotional codes are applicable to the purchase of products on clearance.

Orders

Surmesur requires full payment for the garments at the time the order is submitted. Once payment is complete, the order will be sent to production and processing will begin at that time.

  • Order modification and cancellation
    To change or cancel an order, change a cut, design or fabric, you must contact our showroom by phone or email before closing on the day of purchase. Please note that an order cannot be cancelled after the day of purchase, as production begins the same day as payment, meaning your fabric has been ordered and prepared to be cut to your unique specifications.

Terms of payment

Surmesur accepts, both in showroom and on its website, the following payment methods:

  • Visa or Mastercard
  • American Express
  • Surmesur gift card

Measurements

To ensure the proper fit and comfort for which Surmesur is known, you must have been measured in a showroom or by video conference by one of our measurement specialists.

We recommend that you keep your measurement file up to date if you think you have gained or lost weight since your last order or if your measurements were taken more than 18 months ago in a showroom. If you wish to notify Surmesur of a slight change in measurements when ordering online, you will need to send an email prior to placing your order to [email protected], via online chat or over the phone.

Surmesur will not compensate customers whose measurements have not been updated before the order.

  • Accessibility to your measurements
    In order to have access to your measurements, you must write to [email protected] The measurements that will be shared with you do not correspond to your body measurements. These measurements are specific to our manufacturing process. Surmesur does not guarantee that by using these measurements you will get the fit you are looking for by visiting a showroom that is not a Surmesur showroom.

Alteration services, for Surmesur or external garments

  • Surmesur is not responsible for alterations due to weight loss or gain.
  • Surmesur is not responsible if the item breaks during alterations due to previous damage or wear.
  • The delay may vary depending on the availability of our tailors and the demand.

Shipping & Delivery

  • Shipping method
    You can choose to have your order picked up in a showroom or shipped to your home, when you complete a transaction with a consultant in a showroom or on our website. Shipping charges apply for home delivery. All deliveries will be made to the shipping address provided at the time of payment. Packages will be shipped according to the instructions received at the requested address without any signature or verification of receipt.
  • Shipping fee
    Shipping fees are in addition to the order total before taxes and are not refundable.
  • Country of shipping
    Surmesur ships in Canada and the United States.
  • Production and delivery time
    The delivery time for a custom clothing order, from the date of order, is generally 4 to 7 weeks and 4 to 7 business days for accessories or ready-to-wear clothing (excluding pre-order items).
  • Showroom items pick up
    If items are not picked up within one year of receipt of the order in a showroom, Surmesur reserves the right to dispose of the item or donate it to charity. Our showroom will try to contact you at least 3 times during the one-year period to avoid this situation. If you are unable to come to our showroom, Surmesur can ship your clothes to you, at your expense.
  • Delivery ETA (Estimated Time of Arrival)
    Delivery dates cannot be guaranteed for reasons such as unexpected natural phenomena (floods, earthquakes, etc.) and other factors beyond our control. Therefore, we will do our best to keep you informed so that you can get your clothes as soon as possible.

Satisfaction guaranteed, cancellations and returns

At Surmesur, your satisfaction is 100% guaranteed on all your purchases in a showroom and online. If you are not satisfied with the final product purchased, Surmesur will issue a credit note for the amount of the purchase under the following conditions and exceptions:

  • No claims will be accepted if the garment has been worn.
  • No refund requests related to the choice of fabric colour and design will be accepted.
  • If the fabric has a quality problem (excessive wrinkling, premature wear), a credit can be issued by the showroom 90 days after the purchase date.
  • If we have made a production error (e.g. wrong fabric choice, wrong style choice, etc.), your item will be replaced at no additional charge.
  • Ready-to-wear items purchased in a showroom are exchangeable or refundable within 30 days of receipt.
  • Items can be returned to the showroom or shipped to our warehouse at your expense by contacting [email protected] Our shipping address varies depending on your country of residence.
  • No damaged or worn accessories will be exchanged or refunded.
  • Masks, underwear and socks are not exchangeable or refundable.
  • Items listed as final sale are non-exchangeable, non-refundables.
  • We do not accept returns during the Black Friday and Boxing Day (December 26) promotions.
  • Holiday Gifts: For purchases made between November 1 and December 24, exchanges or returns are available through January 31.

Gift cards

  • Gift cards can be used in all Surmesur showrooms. However, they are only valid in the country where they were purchased.
  • The remaining balance can be used on your next purchase. The gift card cannot be reloaded and the balance cannot be exchanged for cash. The remaining value is written on the purchase receipt and can be verified at any Surmesur showroom.
  • Surmesur is not responsible for the loss, theft or unauthorised use of the gift card. This card is worthless until it is paid for and put into service by Surmesur. Protect this card like cash.
  • Gift cards can be used in all Surmesur showrooms. However, they are only valid in the country where they were purchased.
  • The remaining balance can be used on your next purchase. The gift card cannot be reloaded and the balance cannot be exchanged for cash. The remaining value is written on the purchase receipt and can be verified at any Surmesur showroom.
  • Surmesur is not responsible for the loss, theft or unauthorised use of the gift card. This card is worthless until it is paid for and put into service by Surmesur. Protect this card like cash.

Customer Experience

Each complaint is handled on a case-by-case basis by our customer service department at [email protected] 

Privacy and Cookie Usage Policy

Personal data

Surmesur is committed to preserving the confidentiality of information provided by the buyer, which he or she may be required to transmit for the use of certain services. As such, the Internet user has a right to access, modify and delete information about him. He can make the request at any time by mail to the following address [email protected]

Cookies usage

At Surmesur, we use Cookies to provide you with a more efficient and relevant online experience. For example, cookies allow us to remember your preferred language, to know where you come from (country), to increase the relevance of the ads that are presented to you, to count the number of visitors to a page and to protect your data.