TERMS & CONDITIONS

If you wish to reach out to us, please feel free to contact our dedicated team for assistance:

Before proceeding with any transactions via our Website, it is important that you carefully read and understand the following Terms and Conditions, as they govern your purchases. By using our service, you agree to abide by these Terms and Conditions. Should you disagree with any part of these Terms and Conditions, please refrain from using our service.

DEFINED TERMS
“Customer”, “you”, and “your” refer to you, the purchaser of any Services;

“Service” or “services” denote any tailoring services offered for booking through our Website;

“Tailor” or “Tailors” represent our team of tailors responsible for providing repair and alteration services;

“Studio” refers to the facility where our Tailors perform the services on your orders;

“Website” pertains to SUR/MESURE’s online platform and booking system;

“Brand Partner” signifies a company with which we have established a commercial partnership;

“Delivery Partner” refers to a third-party entity responsible for handling collections and deliveries to and from our Customers;

“Driver” or “drivers” represent members of the SUR/MESURE team tasked with managing order collection and delivery in select areas of Los Angeles.

This Website is operated by SUR/MESURE Services LLC.

At SUR/MESURE, we offer you the convenience of booking and paying for a wide range of garment repair and alteration services. Our services are carried out by our network of skilled Tailors.

YOUR RELATIONSHIP WITH SUR/MESURE

By opting for our services, you enter into a straightforward contract with SUR/MESURE. We take full accountability for the booking, execution, and quality of the services rendered.

COLLECTION AND DELIVERY OF YOUR ORDER

SUR/MESURE operates its own Driver team and also collaborates with external Delivery Partners. For further details, please refer to the “Delivery and Collection” section of this document.

STAYING INFORMED

We are committed to continuous improvement. Therefore, we reserve the right to periodically update these Terms and Conditions. To ensure you remain informed, we recommend reviewing these terms whenever you make a booking.

SAFEGUARDING YOUR EXPERIENCE

Your trust and safety are paramount to us. Consequently, we reserve the right to adjust website access or cancel bookings as part of our commitment to fraud prevention and maintaining a secure environment for all our customers. In cases of suspected fraudulent activity or money laundering, we take prompt action to safeguard both you and our community.

For information regarding our privacy policy, please refer to this link.

OUR EXPECTATIONS

ADDING ADDITIONAL SERVICES

We recognize that you may not be familiar with tailoring terminology and may not be certain about the services your item requires. Therefore, we are happy to modify your order and add additional services upon your request in writing. However, we will provide you with a payment link to cover the additional cost before returning the item. The item will not be returned until payment is completed, unless you opt not to proceed with the order. Should you change your mind after we have re-quoted a price, we will refund you for the service. Additional collection and delivery fees may apply.

REQUESTS FOR RE-TAILORING

If you require a redo that is not due to our error and involves additional work beyond the initially agreed-upon scope, we may need to charge for the extra service. We will be transparent regarding any additional costs and collaborate with you to find the optimal solution.

We reserve the right to charge additional collection and delivery fees. Please refer to our Complaints Procedure if you believe we are at fault.

REFUNDING UNDERTAKEN SERVICES

Should you decide against proceeding with a service for any reason, we will issue a refund for work that has not commenced. However, we reserve the right to withhold a full refund if we have incurred expenses related to collection and delivery.

In the event that our tailors are unable to fulfill your garment service request:

SELECTING THE APPROPRIATE SERVICE FOR YOUR ITEMS

If our Tailors determine that the service you have booked is not suitable for your item, we will propose alternative options. You will have the freedom to decide whether to proceed with these suggestions or explore other avenues.

ENGAGING EXTERNAL ASSISTANCE

Occasionally, we may be unable to fulfill an order without specialized external assistance. In such cases, we will notify you and explain any additional charges required to complete the service. If you choose not to pay the additional charge, we will provide a full refund for the service.

HANDLING UNAVAILABLE SERVICES

If you request a service that we do not offer, we will decline to undertake the work. While we will seek to refund the service, we reserve the right to issue a partial refund to cover the logistics costs associated with sending and receiving your order.

SPEED OF SERVICE
At SUR/MESURE, we pride ourselves on maintaining high standards and efficiency. We aim to complete your order within a swift 7-day timeframe. However, please note that this timeline serves as a target rather than a strict commitment.

Quality is paramount to us, and ensuring your garment receives the attention it deserves may occasionally necessitate additional time. We prioritize quality over speed and never compromise on craftsmanship. Furthermore, unforeseen circumstances may arise, impacting our turnaround times. Below, you'll find our terms and conditions regarding order completion.

EXTENDED TURNAROUND TIME

COMPLEX ORDERS

Certain orders, due to their intricacy or specific requirements, may require a longer processing period. If your order falls into this category, we will provide you with an estimated completion date.

HIGH VOLUME

During peak seasons or periods of heightened demand, our standard turnaround times may be extended.

UNFORESEEN DELAYS

SUPPLIER ISSUES

Occasionally, delays in receiving materials from our suppliers may result in extended turnaround times. We will keep you informed should this occur.

EQUIPMENT OR TECHNICAL ISSUES

In the event of equipment malfunctions or technical challenges, additional time may be necessary to fulfill orders. We will promptly notify you of any delays and work diligently to minimize them.

CANCELLATION DUE TO DELAYS

CANCELLATION RIGHTS

Should we anticipate a significant delay beyond our control, you have the option to cancel your order.

REFUNDS

In the event of cancellation due to prolonged delays, a full refund will be provided.

CUSTOMER COMMUNICATION

UPDATES

We will keep you informed of your order's status, particularly if there are any changes to the anticipated turnaround time.

CONTACT INFORMATION

Please ensure your contact details are current to facilitate effective communication regarding your order.

FORCE MAJEURE

UNCONTROLLABLE EVENTS

Events such as natural disasters, strikes, or severe weather may lead to unforeseen delays. In such circumstances, standard turnaround times may not apply, and we cannot be held liable for delays resulting from these events.

CHANGES TO TURNAROUND TIMES

NOTIFICATION OF CHANGES

SUR/MESURE reserves the right to modify these terms as necessary. We will communicate any adjustments to ensure you remain informed.

BRAND PARTNERSHIPS
If you have made a booking through one of our Brand Partners, it's important to clarify certain points.

WE ARE TWO DISTINCT ENTITIES

This means that our commercial partners have their own Terms and Conditions, Privacy Policies, and Service Level Agreements, which may differ from ours. Please review both sets of terms before making a purchase.

ITEMS ALTERED CANNOT BE RETURNED

We are dedicated to ensuring your satisfaction with your items. Therefore, please refrain from returning items that have been tailored. Typically, the right to return an item within a specified period applies only to goods in their original, unused condition. Altering an item changes its original state and may void the return policy under these standard terms.

Some retailers may offer more lenient return policies, but this is subject to their discretion. It's advisable to review the specific return policy of the retailer where you made the purchase, especially if alterations are being considered. This policy should outline the conditions under which returns are accepted, including any provisions related to alterations or item usage.

Unsatisfied With Your Service
At SUR/MESURE, we uphold a standard of quality and excellence, yet we understand that occasionally, despite our diligent efforts, things may not proceed as expected. If you ever find yourself dissatisfied with our service due to an error on our part, here's how we address it:

PRIORITIZING RESOLUTION

Our initial course of action is always aimed at rectifying the situation. We'll propose redoing the service or presenting an alternative solution to address the issue. Your contentment remains our foremost concern.

TRANSPARENT AND CANDID COMMUNICATION

We firmly believe in transparent and candid communication. If an error occurs, we'll elucidate the situation and outline our plan for resolution. We're here to listen and collaborate with you throughout the process.

EFFORTLESS REIMBURSEMENTS

Should we be unable to resolve the matter to your satisfaction, we offer a straightforward refund procedure. We acknowledge the significance of both your money and time, and we're committed to fairness.

COMPENSATION FOR DAMAGE

If it's determined that reasonable care was not exercised, and your item was damaged by our tailors, we'll explore compensation based on the item's value at the time of booking with SUR/MESURE.

COMPENSATION FOR LOST OR STOLEN PACKAGES DURING TRANSIT

If your item is lost or stolen while in transit with our Delivery Partners to or from SUR/MESURE, we'll provide compensation based on the item's value at the time of purchase with SUR/MESURE, considering depreciation over time and the garment's condition.

Compensation requests are addressed directly with SUR/MESURE. Please refer to the COLLECTION AND DELIVERY TO AND FROM SUR/MESURE section for comprehensive details on circumstances warranting compensation.

We reserve the right to request explicit evidence supporting the claimed value.

ALIGNING EXPECTATIONS WITH REALITY

Tailoring is a skilled craft, and garments can present complexities beyond initial impressions, irrespective of price or brand. Each item is unique, and every repair differs. Our tailors consistently strive to deliver the best results, leveraging their expertise to achieve the optimal balance between durability and style. While we often speak of our tailors performing wonders, there are instances where expectations cannot be fully met.

All depictions and/or descriptions of our services on the Website and App are for illustrative purposes only, and the actual services may vary from these representations.

In situations where our tailors face decisions best left to the customer, we will contact you for your input.

If you are dissatisfied with the outcome of your service, kindly raise your concerns by emailing our support team at hello@surmesure.us, who will be delighted to assist you.

In cases where we believe our tailors have executed the best possible fit or repair for the garment, we reserve the right to decline refunds or compensation. We stand behind the craftsmanship of our tailors when we are confident in the provided fit or repair.

SUR/MESURE Complaints Procedure
At SUR/MESURE, our commitment revolves around delivering top-notch products and services. However, we recognize that occasionally, things may not unfold as expected. Should you find any aspect of our service unsatisfactory, we encourage you to bring it to our attention so we can address it promptly.

HOW TO LODGE A COMPLAINT

If you encounter dissatisfaction with a product or service, we urge you to initiate a discussion directly with our team. Kindly email your complaint to our support team at hello@surmesure.us. Please include as much detail as possible to facilitate our understanding and resolution of your concerns.

INVESTIGATION PROCEDURE

We will conduct a thorough investigation into your complaint, which may entail consultations with relevant tailors and our Quality Control team.

RESOLUTION

Upon completion of our investigation, we will reach out to you with our findings.

We will provide a comprehensive explanation of our conclusions and any actions proposed.

If deemed appropriate, we will propose a remedy, such as a refund, repair, service redo, or in exceptional cases, a replacement.

ESCALATION

If you remain dissatisfied with the resolution, you have the option to escalate your complaint to our senior management team for further review.

EXTERNAL RECOURSE

Should we fail to address your complaint to your satisfaction, you retain the right to seek guidance from relevant consumer protection agencies or explore alternative dispute resolution avenues.

REVIEWING THE PROCEDURE

This complaints procedure undergoes periodic review and may be revised to align with changes in our business practices or feedback from our valued customers.

Thank you for choosing SUR/MESURE. We look forward to providing you with exceptional service.