Policies

COVID19 Policies

 

1. Orders delivered during COVID closures

Due to the reality of the COVID19 crisis, we are extending our alteration period to 120 days after the purchase date for orders received during the 2021 store closures.

2. Weddings delayed due to COVID

If your wedding date has been postponed due to COVID19, we are extending our alteration policy to cover any alteration request made at least 60 days before the new wedding date. Please note that we do not cover alteration fees when measurements change due to weight fluctuation.

3. Mask purchases

Due to the nature of this product, masks are final sale.

4. Shipping delays

Carriers have to take important safety measures that make the shipping process longer and can cause some delays. Some delivery carriers have implemented a “Ring, drop off, and leave” policy. Delivery employees will knock or ring at your door, choose the safest place to drop off the package, and then head to the next address. For these reasons, Surmesur cannot guarantee any precise delivery date.

 

Terms & Conditions In-store purchases

Surmesur reserves the right to modify these conditions of sale at any time in order to comply with any new regulations or to improve its experience. Therefore, the applicable conditions will be those in force at the date of the customer's order.

 

1. Products 

The Surmesur products are offered within the limits of available stocks. The dates of current offers, prices and availability of items in the store are subject to change without notice. 

Certain fabrics and articles may be out of stock. The choice of fabric made by the customer must be selected from the store's list of fabrics. If the fabric is no longer available on the market, we will inform you by email, and you will have the option to wait until the fabric comes back on the market or choose from similar fabrics. Please note that if you decide to wait until the fabric comes back on the market, availability and production time cannot be guaranteed.  

 

2. Price and promotions

The prices appearing in the Studio are presented before taxes and are in Canadian dollars (CAD) or American dollars (USD), depending on the location visited. Surmesur reserves the right to modify its prices at any time, it being however understood 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 inadvertently occur will be corrected and adjusted, including prices and promotions.

If the price of an item is reduced within three days from the date of purchase, you can contact our customer service team at [email protected], and we will be able to issue a store credit corresponding to the discounted value. This price adjustment policy does not apply to limited-time price promotions, e.g., Happy Friday and Boxing Day. Promotional codes cannot be combined with other promotions unless otherwise specified. No promotional code is applicable to the purchase of products on sale.

The prices indicated do not include delivery charges, which are charged in addition to the cost of the products purchased according to the total amount of the order. 

 

3. Order and payments

Surmesur requires full payment before processing your order.

You may choose one of the following methods of payment:

  • Visa or MasterCard
  • American Express
  • Surmesur gift card

Your order begins to be processed the same day payment is processed.

 

4. Measurements

To ensure the proper fit and comfort for which Surmesur is renowned, you must absolutely have been measured in-store or by video conferencing by one of our measurement specialists.

We do not commit to compensate customers who did not notify Surmesur to update their measurements prior to placing their order.

 

5. Alteration services for in-store orders

Garments purchased at any Surmesur location may be altered free of charge under the following conditions:

  • Shirts: Within 3 months of the purchase date
  • Trousers & Jeans: Within 3 months of the purchase date
  • Suits & Jackets: Within 6 months of the purchase date
  • Select Suits: Within 12 months of the purchase date

Charges may apply depending on the nature of the alterations. 

Any alterations regarding the garment's style or design will not be covered if it was ordered that way.

Surmesur is not responsible for alterations due to weight fluctuation.

Items must be new or freshly cleaned before alterations can be performed. Surmesur is not responsible if the item breaks during the alterations due to previous damage or wear and tear. The alteration time frame varies based on our Tailors availability.

 

Living far from a Surmesur location and need alterations?
If alterations are required, we will cover the alteration fees charged by your local tailor with a valid invoice. The maximum limit for each garment is listed below. 

Suit : 80 $
Jacket : 50 $
Trousers & Jeans: 30 $
Vest : 25 $
Shirts: 25 $

Please contact our customer service team at [email protected].

 

6. Alteration services for external garments

All garments, even the ones not from Surmesur, can be adjusted according to the following price chart:

Shirt

  • Shorten sleeves (<1”) - $25
  • Back darts  - $13
  • Take in - between $28 & $39
  • Shorten body - $17
  • Change buttons - $2 per button
  • Change collar - $17

Trousers

  • Shorten/lengthen - $17
  • Take in/let out seat - $21
  • Take in/let out waistband - $25
  • Take off cuffs - $20
  • Tapering leg (2 sides) - $25
  • Tapering leg (4 sides) - $38
  • Pockets - $12

Jacket

  • Take in/let out back seams - $38
  • Take in/let out center back seam - $21
  • Shorten jacket length - $75
  • Shorten/lengthen sleeves (<1”) - $33 
  • Shorten sleeves from shoulder - $100
  • Remove back roll - $25
  • Add shoulder padding - $25 per shoulder

 

We also offer alterations on overcoats, vests, jeans and other items. 

Items must be new or freshly cleaned before alterations can be performed. Surmesur is not responsible if the item breaks during the alterations due to previous damage or wear and tear. The alteration time frame varies based on our Tailors availability. 

 

7. Delivery

Surmesur ships orders to Canada and the United States. Shipping fees apply. From the date of order, the delivery time for a made-to-measure order is generally 4 to 7 weeks (excluding pre-orders). . 

In the event that items are not collected from our Surmesur store within 1 year after you have been contacted by email to confirm your order was ready for pick-up, we reserve the right to dispose of the item or donate it to a non-profit. Our store will attempt to contact you at least 3 times during the 1 year period to avoid this situation.

 

8. Satisfaction guarantee, Cancellations and Returns

To cancel an order, make a change of cut, design, or fabric, you must contact our store by phone or email before closure on the day of the purchase.

Please note that an order cannot be cancelled after the day of purchase because production begins the same day payment is made, which means your fabric has been ordered and prepared to be cut to your unique specifications.

At Surmesur, every purchase you make in-store comes with a satisfaction guarantee under the following conditions. If you are not satisfied with the final product purchased, Surmesur will issue a credit note for the amount of the purchase according to the following conditions and exceptions:

  • No request for a refund will be accepted if the garment has been worn outside the store.
  • No request for a refund related to fabric colour and design choices will be accepted.
  • If the fabric is subject to a  quality issue (excessive wrinkling, premature wear & tear), a store credit may be applied 90 days after the purchase date.
  • If we have made a production error (e.g. choosing the wrong style), your garment will be replaced free of charge.
  • Shipping costs are non-refundable.
  • Gift cards are non-refundable and are subject to the Terms and Conditions written on the back of the Surmesur gift card.
  • We do not accept returns during our Happy Friday and Boxing day events. 

Ready-to-wear items purchased in store are exchangeable or refundable within 30 days of the purchase date

  • Items can be returned to the store or shipped to our warehouse at your expense by contacting [email protected] Our shipping address varies according to your country of residence.
  • No damaged or worn items will be exchangeable or refundable.
  • Masks, underwear and socks are non-refundable, non-exchangeable.
  • Items marked as final sale are non-refundable, non-exchangeable. 
  • Holidays: if you made your purchase between November 1st and December 24th, you have until January 31st to make a return.
  • We do not accept returns during our Happy Friday event and the Boxing day. 

 

9. Gift Cards

Gift cards can be used in all Surmesur stores; however, they are valid only in the country in which they were purchased.

Any remaining balance can be used for future purchases. The gift card cannot be recharged and has no cash value. The remaining balance is written on the sales receipt and can be verified at any cash register in any Surmesur store.

Surmesur cannot be held responsible for the loss, theft or non-authorized use of the gift card. The gift card has no monetary value until it has been paid for and activated by Surmesur. Protect your gift card as you would any form of currency.

 

10. Customer Support

Contact the Customer Support team at [email protected] if you are not 100% satisfied. Each complaint is treated on a case-by-case basis.

 

Terms & Conditions Online Purchases

Surmesur reserves the right to modify these conditions of sale at any time to comply with any new regulations or improve the use of its site. Therefore, the applicable conditions will be those in force at the date of the customer's order.

 

1. Products 

The products offered are those listed on the www.surmesur.com website within the limits of available stocks. The dates of current offers, prices and availability of items on the Surmesur website are subject to change without notice. 

It is possible that certain fabrics and articles may be out of stock. The choice of fabric made by the customer must be selected from the list of fabrics offered on our site. If the fabric is no longer available on the market, we will inform you by email, and you will have the option to wait until the fabric comes back on the market or choose from similar fabrics. Please note that if you decide to wait until the fabric comes back on the market, availability and production time cannot be guaranteed. 

Each product is presented on the website in the form of a description of its main technical characteristics. Although 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 containing an inaccurate description. 

 

1.1 Viewing the product

The visualization tool on the surmesur.com website presents an image only as an indication. The viewing tool on surmesur.com produces a representative image only and is limited to showing colours and patterns. This image allows the client to view the fabric before purchasing but does not display all of the chosen features and options. You must ensure that you have carefully reviewed your item summary before proceeding with the order. In addition, please note that the colour differences generated by a computer screen are not considered an error because the colour of fabrics may vary depending on the monitor. In such a case, Surmesur does not commit to replacing the garment.

 

2. Price and promotions

The prices appearing on the product information page are presented before taxes and are in Canadian dollars (CAD) or American dollars (USD), depending on the website version displayed. Surmesur reserves the right to modify its prices at any time, it being however understood that the price appearing on the website on the day of the order will be the only one applicable to the buyer. Errors that may inadvertently occur will be corrected and adjusted, including prices and promotions.

If the price of an item is reduced within 3 days from the date of purchase, you can contact our customer service team at [email protected], and we will be able to issue a store credit corresponding to the discounted value. This price adjustment policy does not apply to limited-time price promotions, e.g., Good Friday and Boxing Day. Promotional codes cannot be combined with other promotions unless otherwise specified. No promotional code is applicable to the purchase of products on sale.

The prices indicated do not include delivery charges, which are charged in addition to the cost of the products purchased according to the total amount of the order. 

 

3. Order and payments

We suggest to our new customers to create an account at www.surmesur.com and to our customers who have already made a purchase in our store to activate their account by creating a password. Account creation is accessible on the right side of the main menu. At each visit, the customer will have to identify himself using this information to consult his account (order status, history, preferences, profile, etc.). Surmesur offers the 2 payment options to choose from:

- Secure payment by credit card: the buyer selects the products he wishes to order in the "cart" and modifies if necessary the quantity. At the first step of the payment, the delivery charges are added and submitted to the buyer. The latter may also request delivery to the store of his choice to cancel the delivery charges. The second step asks the buyer to read and accept the present general terms and conditions of sale by checking the corresponding box, then invites him to validate his order by clicking on the "Continue" button. Finally, the buyer reviews the delivery information and chooses the payment method of his choice: "Payment by credit card: Visa, MasterCard or Amex." Once the credit information is entered, clicking on the "pay" button concludes the contract. Upon validation, the buyer receives an invoice by email confirming the registration of his order. 

- Payment by Surmesur gift card: the buyer selects the products he wishes to order in the "cart" and modifies the quantity if necessary. At the first step of the payment, the shipping fees are added and submitted to the buyer. The buyer can also request delivery to the store of his choice to cancel the delivery charges. The second step asks the buyer to read and accept the present general terms and conditions of sale by checking the corresponding box, then invites him to validate his order by clicking on the "Continue" button. Finally, the buyer reviews the delivery information and chooses the payment method of his choice: "Payment by Surmesur gift card." Once the 16-digit number is entered, then click on the "pay" button to conclude the transaction. Upon validation, the buyer receives an invoice by email confirming the registration of his order. 

 

5. Measurements

To ensure the proper fit and comfort for which Surmesur is renowned, you must absolutely have been measured in-store or by video conferencing by one of our measurement specialists to take advantage of the online ordering service.

We also recommend that you update your measurement file if you think your measurements have changed since your last order or if your measurements were taken more than 18 months ago. If you wish to notify Surmesur of a slight change in measurements when ordering online, you will need to send an email before placing your order to [email protected], chat or phone.

Surmesur does not commit to compensate customers who did not notify Surmesur to update their measurements prior to placing their order.

 

6. Alteration services for online orders

Garments purchased from Surmesur online may be altered at our closest location free of charge under the following conditions:

  • Shirts: Within 3 months of the purchase date
  • Trousers & Jeans: Within 3 months of the purchase date
  • Suits & Jackets: Within 6 months of the purchase date
  • Select Suits: Within 12 months of the purchase date

Charges may apply depending on the nature of the alterations. Anything related to fit differing from our measurements online will be free of charge. Any alterations regarding the garment's style or design will not be covered if it was ordered that way.

If measurements were changed by request from the client without getting their measurements updated by our measurements specialist in-store or by videoconference (by phone, online chat, email, etc.), alteration charges might apply.

Surmesur is not responsible for alterations when measurements change due to weight fluctuation.

Items must be new or freshly cleaned before alterations can be performed. Surmesur is not responsible if the item breaks during the alterations due to previous damage or wear and tear. The alteration time frame varies based on our Tailors availability.

 

For order alterations delivered outside cities located close to our stores:
If alterations are required, we can pay the alteration fees charged by your local tailor with a valid invoice, up to the maximum specified below:

Suitt : 80 $
Jacket : 50 $
Trousers & Jeans: 30 $
Vest : 25 $
Shirts: 25 $

Please contact our customer service team at [email protected].

 

7. Delivery

Surmesur ships orders to Canada and the United States. Shipping fees apply. The delivery time for a made-to-measure order, from the date of order, is generally 4 to 7 weeks and 4 to 7 business days for accessories or ready-to-wear items (excluding pre-orders). 

  • Shipping 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.
  • You can check the status of the items you have purchased by accessing your account at surmesur.com and entering the appropriate tracking codes.
  • All shipments will be made to the shipping address you provided when you placed your order. Your packages will be delivered according to the shipping address's instructions without signature or verification of receipt.  Surmesur is not responsible for packages lost or damaged during shipping.
  • If special treatment is required, the request must be made at the time of purchase and may result in additional charges.
  • The availability of the selected products or fabrics could cause a delay in delivery. Please refer to section 1. Products for more information.

 

9. Satisfaction guarantee, Cancellations and Returns

To cancel a web order, make a change of cut, design, or fabric, you must contact customer service at [email protected] within 12hrs of the order.

If you are not 100% satisfied with the final product purchased, Surmesur will issue a credit note for the amount of the purchase according to the following conditions and exceptions:

  • If you are not satisfied with the fabric, a credit note will be offered and will be valid within 90 days of receipt.
  • If we have made a production error (e.g. choosing the wrong style), your garment will be replaced free of charge as an apology.
  • If an order is placed using measurements that a Surmesur measurement specialist did not take or if the client requested for measurements to be modified prior to the order (by chat, phone, email, etc. without an update made by our measurement specialist in-store or by videoconference, Surmesur does not offer alterations and cannot reorder the garments. See section 6. Measurements.
  • Shipping costs are not refundable.
  • Gift cards are not refundable and are subject to the Terms and Conditions written on the Surmesur gift card's back.
  • We do not accept returns during our Happy Friday event and Boxing day. 

Ready-to-wear and accessory items purchased online are exchangeable or refundable within 30 days of the purchase date. 

  • Items can be returned to the store or shipped to our warehouse at your expense by contacting [email protected] Our shipping address varies according to your country of residence.
  • No damaged or worn accessories will be exchangeable or refundable.
  • Masks, underwear and socks cannot be returned.
  • Items marked as final sale are non-refundable, non-exchangeable.
  • Holidays: if you made your purchase between November 1 and December 24 we've got some good news! You've got until January 31 to make a return.
  • We do not accept returns during our Happy Friday event and Boxing day. 

 

10. Gift Cards

Gift cards can be used in all Surmesur stores; however, they are valid only in the country in which they were purchased.

Any remaining balance can be used for future purchases. The gift card cannot be recharged and has no cash value. The remaining balance is written on the sales receipt and can be verified at any cash register in any Surmesur store.

Surmesur cannot be held responsible for the loss, theft or non-authorized use of the gift card. The gift card has no monetary value until it has been paid for and activated by Surmesur. Protect your gift card as you would any form of currency.

 

11. Responsibility

Surmesur, in the process of distance selling, is bound only by an obligation of means. Its responsibility could not be engaged for damage resulting from the use of the Internet network such as loss of data, intrusion, virus, rupture of the service, or other involuntary problems.

 

12. Intellectual Property

All the elements of the site www.surmesur.com are and remain the intellectual and exclusive property of Surmesur. No one is authorized to reproduce, exploit or use for any purpose whatsoever, even partially, elements of the site, whether in the form of photos, logos, visuals or text.

 

Privacy and Cookie Usage Policy

1. Personal data

Surmesur undertakes to preserve the confidentiality of the purchaser's information, which he 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 concerning him/her. He can make a request at any time by mail to the following address [email protected]

2. Use of Cookies

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 your origin (country), to increase the relevance of the ads presented to you, to count the number of visitors to a page and to protect your data.