Policies

The following applies to in-store purchases. 

 

1.1 Your satisfaction is 100% guaranteed on all of your in-store purchases.

  • At Surmesur, every purchase you make in-store comes with a 100% satisfaction guarantee.

  • Alterations are included with each garment purchased in any Surmesur store.

  • If you are not satisfied with the alterations, we will remake your garment free of charge.

  • In case of a production error, we will replace your order at no cost to you.

  • Fabric availability may vary from time to time. As a result, we may be unable to reorder the same fabric. If that happens, we will gladly help you select something similar.

  • Surmesur requires full payment before processing your order.

 

1.2 Payment

Surmesur requires full payment before processing your order.

You may choose one of the following methods of payment:

  • Visa or MasterCard
  • American Express (US only)
  • Surmesur gift card
  • PayPal

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

 

1.3 Alteration service

Garments purchased at any Surmesur store can be altered free of charge under the following conditions:

  • Within 60 days of pick-up for the purchase of a shirt

  • Within 60 days of pick-up for the purchase of a suit

  • Within 6 months of pick-up for a Signature suit

  • Within 12 months of pick-up for a Select suit

After these periods, alterations can be done in-store at the regular rates. Delivery times may vary.

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

 

 1.4 Accessories (not made-to-measure) purchased in-store

Accessories (not made-to-measure) purchased in-store are exchangeable or refundable within 30 days of purchase.

  • No damaged or worn accessories will be exchanged or refunded.

  • Underwear and socks are not returnable.

  • 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 Black Friday event and Cyber Monday nor the Boxing day.

 

1.5 Cancellation or changes to your order

  • An order may be cancelled before 5 p.m. on the day of purchase by emailing the store you visited or [email protected].

  • A change of fit, option or fabric can be requested before 5 p.m. on the day of purchase by contacting the store you visited or our customer service team at [email protected]

  • Please note that we cannot guarantee any order changes or cancellations requested via email, at any time, even during this timeframe. Please make sure to confirm your fabric selection, measurements and customization options before submitting your order.

  • 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.

 

1.6 Refund

If you are not 100% satisfied with the final product you purchased in-store, Surmesur will reimburse you in full and will retain your order, subject to the following conditions:

  • No request for refund related to measurements or design options will be accepted if the garment has been worn outside the store.

  • If you are dissatisfied with the fabric, a store credit may be applied within 30 days after pick-up.

  • Refunds are processed via the same method of payment used at the time of purchase.

  • If an order is placed using measurements that were not taken by Surmesur personnel, the order is not refundable. In this situation, Surmesur does not offer alterations and cannot reorder the garments.

  • In the case of a purchase made with a gift card, a new gift card of equal value will be issued in lieu of a credit.

  • Shipping costs are not refundable.

  • Gift cards are not refundable and are subject to the Terms and Conditions written on the back of the Surmesur gift card.

  • 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 Black Friday event and Cyber Monday nor the Boxing day.

 

1.7 Abandoned garments

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 and shall not be held liable for any loss or damage. Our store will attempt to contact you at least 3 times during the 1 year period avoid this situation.

 

1.8 Complaints

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

 

Online purchases at surmesur.com

 

2.1 Viewing the product

The viewing tool on surmesur.com produces a representative image only and is limited to showing colors 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 color differences generated by a computer screen are not considered an error, because the color of fabrics may vary depending on the monitor. In such a case, Surmesur does not commit to replacing the garment.

 

2.2 Price

Unless otherwise indicated, the prices listed on our website represent the retail price of the given product. Prices are subject to change without notice.

 

2.3 Payment

Surmesur requires full payment before processing your order.

You may choose one of the following methods of payment:

  • Visa or MasterCard
  • American Express (US only)
  • Surmesur gift card
  • PayPal

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

 

2.4 Cancellation of your order

  • An order may be cancelled before 5 p.m. on the day of purchase by emailing [email protected]

  • A change of fit, option or fabric can be requested before 5 p.m. on the day of purchase by emailing [email protected]

  • 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.

 

2.5 Production and guarantee of delivery

We understand that some clients are concerned about online ordering, notably due to questions about production and guarantee of delivery. Although we guarantee the rigor of our production process, certain issues may arise:

  • The fabric chosen by the client must be among the list of fabrics offered on our site. We will inform you via email if the fabric is not currently available and offer you the option of waiting to see if the fabric becomes available or suggest an alternative. Please note that if you do decide to wait, availability and delivery time cannot be guaranteed.

  • Certain situations that are beyond our control may cause a delivery to be delayed: a vacation period in the mandated country, a natural disaster or a delay caused by a third party such as a courier.

 

2.6 Measurements

To guarantee the fit and comfort for which Surmesur has become known, you must have your measurements taken in-store by one of our Measurement Specialists before using the online service.

We also recommend that you update your measurement file in-store if you think your measurements have changed since your last order or if your measurements were taken more than 18 months ago.

If you would like to inform Surmesur of a slight change in measurements while placing an order online, you must write to c[email protected] within 2 hours of placing your order. Please note that you will then be fully responsible for the alterations. Surmesur will not commit to compensating clients whose measurements have been modified outside the store.

Measurements taken in-store by a member of the Surmesur team:

If your garment requires alterations, please inform Surmesur within 60 days after you receive your order. Simply visit the Surmesur store nearest you and we will gladly perform the required alterations free of charge.

In case of a production error on our part, such as the choice of style, we will replace your suit or shirt free of charge, without any additional cost to you. 

 

2.6.1 Alterations

Garments purchased from Surmesur online may be altered in-store under the following conditions:

  • Within 60 days of pick-up for the purchase of a shirt

  • Within 60 days of pick-up for the purchase of a suit

  • Within 6 months of pick-up for a Signature suit

  • Within 12 months of pick-up for a Select suit

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 garments style or design will not be covered if it was ordered that way (see order review panel).

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

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

If the alterations of the garment you ordered still do not meet your expectations, the necessary adjustments can be made in-store free of charge.

 

2.7 Delivery

Surmesur ships orders to Canada and the United States. Shipping fees apply.

Delivery outside of the stores takes 3 to 7 weeks from the date of the order. Delivery dates cannot be guaranteed for reasons such as natural disaster or any other factor beyond our control. We will do everything within our power to keep you informed so that you can receive your garments as quickly 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 instructions received at the shipping address 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.

Any customs and duty fees payable to the country to which your items are shipped will be payable upon delivery.

 

2.8 Accessories (not made to measure) ordered online

Accessories (not made to measure) ordered online are exchangeable or refundable within 30 days of delivery in store or by mail.

  • Items can be returned to the store or shipped to our warehouse at your cost, by contacting [email protected] Our shipping address will vary depending on your country of residency.

  • No damaged accessories will be exchanged or refunded.

  • Underwear and socks are not returnable.

  • 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 Black Friday event and Cyber Monday nor the Boxing day.

 

2.9 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.

 

2.10 Returns and exchanges

Returns and exchanges can be processed in store or by contacting our customer service team at [email protected].

 

2.11 Refund

  1. If you are not 100% satisfied with the final product you purchased, Surmesur will offer a store credit and will retain your order, subject to the following conditions:
  • No request for refund related to measurements or design options will be accepted if the garment has been worn outside the store.

  • If you are dissatisfied with the fabric, a store credit may be applied within 30 days after pick-up.

  • Refunds will be issued as a store credit.

  • If an order is placed using measurements that were not taken by Surmesur personnel, the order is not refundable. In this situation, Surmesur does not offer alterations and cannot reorder the garments.

  • In the case of a purchase made with a gift card, a new gift card of equal value will be issued in lieu of a credit.

  • Shipping costs are not refundable.

  • Gift cards are not refundable and are subject to the Terms and Conditions written on the back of the Surmesur gift card.

  • 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 Black Friday event and Cyber Monday nor the Boxing day.

  • Items marked as final sale are non-refundable, non-exchangeable.

 

2.12 Complaints and special cases

Each complaint is treated on a case-by-case basis by our customer service department. Address all inquiries to [email protected] Complaints will be redirected to the Branch Manager of the store where the purchase was made.

 

Visitor policy

 

If you are unable to return for the fourth step of the Surmesur experience, which is the fitting, we will gladly ship your order to the address you provide, in Canada and the United States.

Please read Section 2.8 of the Surmesur Purchase Policies for information about our delivery policy.

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:

Suit: $80

Jacket: $50

Trousers: $30

Waistcoat: $25

Shirt: $25

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

 

Terms & Conditions

 

Changes of information on our website

Dates of the current offers, prices and availability of items on the Surmesur website may be changed without notice. It may happen that certain fabrics and items run out of stock.

While we always work to make sure we offer the best products and prices, we reserve the right to revise any price or inaccurate description and to cancel or refuse any order with an inaccurate price or description. These corrections can be made even after the acceptance of an order.

 

Pricing and promotions

Prices are subject to change without notice for products in-store and on the web. Errors that may inadvertently occur will be corrected and adjusted, including pricing and promotions.

If the price of an item is reduced within 3 calendar days from the date you purchased the item, you can contact our customer service team at [email protected] and we will issue a store credit of the discounted value. This price adjustment policy does not apply to limited-time price promotions (e.g. Black Friday, Cyber Monday and Boxing day)  

Promotional codes cannot be combined with other promotions unless stated. No promotional codes, including Club Surmesur rewards are applicable on the purchase of clearance items.

 

Product information & Availability

There may be information at our Surmesur stores that contains errors, inaccuracies, or omissions that may relate to product descriptions, prices, offers, and availability. We reserve the right to correct any errors, inaccuracies or omissions at any time without notice.

We always make an effort to display as accurately as possible the information and colors of our fabrics and items in our stores. We, unfortunately, cannot guarantee that the correct product colour or texture will be accurately displayed at your device screen when using surmesur.com.