Policies

In-store purchases:

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

  • At Surmesur, every purchase you make comes with a 100% satisfaction guarantee.
  • Adjustments and alterations are included with each garment purchased at Surmesur.
  • If you are not satisfied with the adjustments, one of our Measurement Specialists 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 Cancellation of your order

  • An order may be cancelled on the day of purchase. Please consult our opening hours.
  • A change of fit, option or fabric can be requested by communicating promptly, on the day of purchase, with a Style Consultant at your Surmesur store.
  • Refunds are processed via the same method of payment used at the time of purchase.
  • No refund can be offered after the day of purchase because your order begins to be processed the same day payment is made, which means your fabric has been ordered and prepared to be cut to your unique specifications.

1.3 Alteration service

Garments purchased from Surmesur may 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.

The measurements taken at Surmesur cannot be shared nor divulged and remain the property of the company.

1.4 Refund

  1. If you are not 100% satisfied with the final product, 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.
    • 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 MonerisTM Terms and Conditions written on the back of the Surmesur gift card.

 1.5 Accessories (not made to measure) ordered in-store

Accessories (not made to measure) bought in-store are exchangeable or refundable within 30 days of pick-up.

  • No damaged accessories will be exchanged or refunded.
  • Underwear is not returnable.

1.6 Complaints and special cases

Each complaint is treated on a case-by-case basis by the Branch Manager or by the Assistant Manager.

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.

Online purchases at surmesur.com:

2.1 Product description

Surmesur endeavors to be as precise as possible; however, the company does not guarantee that the description of its products, nor any information contained on its website, is accurate, complete, reliable, up to date, or without error. Surmesur will take all reasonable steps to correct any discrepancy.

2.2 Viewing the product

The viewing tool on surmesur.com produces a representative image only. 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.

2.3 Price

Unless otherwise indicated, the prices listed on our website represent the retail price of the given product.

2.4 Payment

Surmesur requires full payment before processing your order.

You may choose one of the following methods of payment:

  • Visa or MasterCard
  • Surmesur gift card
  • PayPal

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

2.5 Cancellation of your order

  • An order may be cancelled on the day of purchase by contacting [email protected]
  • A change of fit, option or fabric can be requested by communicating promptly, on the day of purchase, with [email protected].
  • Refunds are processed via the same method of payment used at the time of purchase.
  • No refund can be offered after the day of purchase because your order begins to be processed the same day payment is made, which means your fabric has been ordered and prepared to be cut to your unique specifications.

2.6 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 if the fabric is no longer available on the market.
  • 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.

2.7 Alterations, delivery and special cases

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 ordering service.

We also recommend that you update your measurement file in-store if you think your measurements have changed since your last order.

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

If you would like to inform Surmesur of a slight change in measurements while placing an order online, you must write to [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. 

2.7.1 Alterations included

Garments purchased from Surmesur may be altered in-store 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, the regular rates for alterations apply and can be done in-store. Delivery times may vary.

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

2.8 Delivery and delivery contract

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

Delivery outside of the stores takes 4 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 applied directly to your account.

2.9 Accessories (not made to measure) ordered online

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

  • 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 is not returnable.

2.10 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.

2.11 Complaints and special cases

Each complaint is treated on a case-by-case basis by our online customer service department. Address all inquiries to [email protected]

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, anywhere in the world.

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 don’t forget to send us the new measurements taken by your tailor so we can update your Surmesur measurement profile.

Each complaint is treated on a case-by-case basis by the Branch Manager or the Assistant Manager of the store where the purchase was made.

 

CONTEST RULES - WIN A 2-NIGHT STAY AT THE FAIRMONT LE CHÂTEAU FRONTENAC

 

THE PRIZE

Surmesur is offering you the chance to win a gift card for a two-night stay in a Deluxe room as well as breakfast for two at the Fairmont Le Château Frontenac*, located in Québec City (Canada).

The prize excludes transportation, meals and other costs associated with the stay.

*The prize is valued at $730. In the event the winner does not wish to accept the prize as described above, a substitute prize will be offered in the form of a $500 gift card, redeemable at any Fairmont Hotel.

HOW TO PARTICIPATE

To have a chance to win, you must purchase a gift card valued at $50 or more in any Surmesur store or online at www.surmesur.com, or fill in a contest coupon in the Surmesur store of your choice between February 1 and February 14, 2018, at 6 p.m. (Eastern Standard Time).

THE RULES

To participate, you must purchase your gift via your client account or create a client account online or in-store at the time of purchase. (Purchases made in “guest” mode are not eligible). The gift card must be used after the date of purchase. The gift card cannot be used to pay an existing balance. Limit of one contest entry per client.

THE WINNER

The winner will be selected at random on February 15, 2018, at noon (Eastern Standard Time) and will be contacted by email and announced within 24 hours on Surmesur’s Facebook page.

CONDITIONS OF ELIGIBILITY

Employees of Surmesur and Fairmont Hotels, as well as members of their immediate families (father-mother, brother-sister, son-daughter) and persons living under the same roof, are not eligible to participate in the contest.