FAQ

Below is a selection of our most Frequently Asked Questions. Feel free to contact us directly by phone or email if you need additional assistance.

    1. Where did the "Chilewich" name come from?
      In 2000 New York designer Sandy Chilewich introduced her first woven textiles to the international design community under the brand name "Chilewich." Each year her collection grows through her tireless experimentation and passion for different manufacturing techniques. "I am continually exploring for new materials that combine beauty and functionality and for underutilized manufacturing processes that, with design input, can be modernized," says Chilewich.
      To read more about the Chilewich story, click here.
    2. Where did the "Chilewich Sultan LLC" name come from?
      Joe Sultan, Sandy Chilewich’s architect husband, saw the potential for Chilewich’s woven textiles for commercial use. He is credited with developing the backings suitable to create residential and commercial flooring products and thus launching the Chilewich Contract Division. Joe officially joined Chilewich in 2004 and shortly thereafter the name of the company changed to "Chilewich Sultan LLC" to reflect the addition of Joe as partner and CEO.
      To read more about Joe Sultan, click here.
    3. What does Chilewich do?
      Chilewich creates innovative products from their own textiles which enhance interiors. Sandy Chilewich has unquestionably redefined how the world dresses its tables and covers its floors and Chilewich now produces a growing range of products using her innovative textiles. In her tabletop collection alone, Chilewich offers over one hundred color and weave combinations, including placemats, runners, trays, napkins and napkin rings. In addition, woven floormats and indoor/outdoor shag floormats are also offered.
      Sandy Chilewich’s husband and business partner saw the potential for these innovative textiles for commercial use and developed the Chilewich Contract Collection featuring wall-to-wall flooring, tile flooring, wall textiles, upholstery fabric and window coverings. These designs are available for architects and designers specifying interior finishes.
    4. Where are Chilewich products made?
      All products featured in the Chilewich Hospitality Catalog are made in the USA with the exception of the following designs: Linen Napkins, which are made in China and Dahlia and Mod, which are made in Taiwan.
    5. Is Chilewich "green"?
      Chilewich has committed to improving our carbon footprint. To us, being green is not a marketing tool, but a pledge to change, that recognizes the complex interrelationships that allow our society to move forward, together.

      Chilewich is making a significant environmental development by replacing the petroleum-based plasticizers in our yarns with phthalate-free, renewable vegetable compounds. Plasticizers have traditionally been made from petroleum-based compounds that are used to make PVC yarns soft. No more at Chilewich. We call these innovative new yarns and the fabrics made from them TerraStrand™.

      TerraStrand™, the proprietary name for Chilewich yarns, is 100% phthalate-free and contains 25% renewable vegetable content. Every square yard of TerraStrand™ saves .02 gallons of petroleum and .41 pounds of CO2 as compared to conventional woven vinyls. TerraStrand™ will be used in over 90% of Chilewich woven products by 2015.

      For a full overview of Chilewich Green Information, please click here.
    6. I am an interior designer. Do you have a trade program?
      A trade program is available for qualified interior designers purchasing products for clients. Please visit our Interior Designer website for more detailed information.
    7. At which industry trade shows does Chilewich exhibit?
      Visit our Trade Shows & Events page for the most up-to-date information.
    8. Where can I find a Chilewich Sales Representative or Distributor?
      Visit our Rep Locator to find your nearest Chilewich Hospitality Sales Representative or Distributor.
    9. Are Chilewich designs legally protected by copyright?
      Yes, all Chilewich designs are protected by copyright. We vigorously pursue infringers.
    10. Are Chilewich Hospitality products covered by a warranty?
      Chilewich warrants its Hospitality products for one (1) year after purchase against manufacturing defects that result in a deterioration of product texture or appearance. This warranty does not cover deterioration from normal wear and tear or your failure to care for Chilewich products according to our current maintenance instructions. Our maintenance instructions can be found on our website at http://maintenance.chilewich.com.
    11. How do I join your email list?
      You can sign up for our email list in the "Email Sign-Up" section at the bottom of the page.
    12. How can I opt out of your mailing list?
      There are two ways to unsubscribe from our email list. We recommend you click on the "unsubscribe" link that can be found on the bottom of any Chilewich email you have received. This will ensure that you unsubscribe and it will happen almost instantly.
      The second way is to email customerservice@chilewich.com and ask to be removed.
    13. Are there any job openings at Chilewich?
      Please visit our Careers page for a list of current job openings.
    14. Where can I get a catalog of Chilewich's latest collection?
      You can request a catalog from customer service at 706-422-8160 between 8:30am – 5:00pm EST Monday – Friday; or you can also email hospitality@chilewich.com. Online versions of our catalogs can also be found here.
    15. When will Chilewich's new Hospitality Collection be available?
      Chilewich releases one collection annually for Restaurants & Hotels. The new collection is available at the start of each year in January and can be seen at trade shows thereafter. For a list of the trade shows Chilewich participates in, please click here.
    16. What is your privacy policy?
      For detailed information about our privacy policy, please visit our Privacy & Terms page.
    1. Where are Chilewich products made?
      All products featured in the Chilewich Hospitality Catalog are made in the USA with the exception of the following designs: Linen Napkins, which are made in China and Dahlia and Mod, which are made in Taiwan.
    2. What are Chilewich products made from?
      The majority of the Chilewich collection is made from woven extruded vinyl yarns in the USA. Some of our designs are made by using a molding technique with vinyl, such as Dahlia. Our napkin collection is made from 100% linen.
    3. Is Chilewich "green"?
      Chilewich has committed to improving our carbon footprint. To us, being green is not a marketing tool, but a pledge to change, that recognizes the complex interrelationships that allow our society to move forward, together.

      Chilewich is making a significant environmental development by replacing the petroleum-based plasticizers in our yarns with phthalate-free, renewable vegetable compounds. Plasticizers have traditionally been made from petroleum-based compounds that are used to make PVC yarns soft. No more at Chilewich. We call these innovative new yarns and the fabrics made from them TerraStrand™.

      TerraStrand™, the proprietary name for Chilewich yarns, is 100% phthalate-free and contains 25% renewable vegetable content. Every square yard of TerraStrand™ saves .02 gallons of petroleum and .41 pounds of CO2 as compared to conventional woven vinyls. TerraStrand™ will be used in over 90% of Chilewich woven products by 2015.

      For a full overview of Chilewich Green Information, please click here.
    4. What are the benefits of choosing Chilewich products?
      Sandy Chilewich revolutionized how hotels and restaurants dress there tables everywhere in the world when she launched her first products in 2000. Sandy’s passion is making beauty functional and all of her original designs portray this. With each new collection Sandy stretches the boundaries of color, technique and texture.
      - Chilewich textiles offer tremendous design versatility to complement a wide range of properties. This combined with the fact that they are also easy to clean, durable and stain resistant make them the only choice when quality is important.
      - 100% of all Chilewich woven textiles are woven in the USA, then finished, packaged and shipped from the Chilewich facility in Georgia, USA.
      - Chilewich is an internationally recognized brand whose product is used to dress the tables and cover the floors in homes, hotels and restaurants around the world.
      - Ease of maintenance and durability are an essential part of every original and considered design Chilewich creates.
      - Custom size placemat and tray liners are available at no minimum order quantity to accommodate our hotel and restaurant clients’ needs.
      - Every product is finished with special custom-made machinery at Chilewich’s Georgia facility to ensure placemat edge quality is durable and will remain clean over time.
      - Chilewich woven vinyl products contain Microban® antimicrobial protection. Microban® works continuously for the lifetime of the product to inhibit the growth of stain- and odor-causing bacteria, mold and mildew.
      - Chilewich fabrics are covered by the GreenGuard® program certified by the GREENGUARD Environmental Institute, which protects human health and quality of life through the reduction of chemical exposure and improved indoor air quality.
    5. What restaurants and hotels use Chilewich around the world?
      View a selection of restaurants and hotels around the world that are using Chilewich by clicking here.
    6. How do I trim / cut Chilewich products?
      We do not recommend cutting or trimming any of our products. The edges of our placemats are specially sealed to ensure longevity and cutting the product will compromise this important attribute of our placemat products. Custom size placemats and runners are available through our Restaurants & Hotels Division negating the need to cut placemats to the desired size for hospitality use.
    7. How should I clean Chilewich products?
      PLACEMATS:
      Chilewich placemats are easily cleaned by wiping down with a soft sponge/cloth and soap and water or standard tabletop antibacterial cleanser. We do not recommend running placemats through a dish washer. Do not iron or dry with a heated dryer.
      Permanent stains may result when certain food or liquids are left on the placemat for long periods before cleaning. This is more likely to occur with lighter-color textiles. Should a stubborn stain occur, woven vinyl is very durable and can withstand aggressive scrubbing with a soft bristle brush and a bleach-based cleanser. This will remove the stain without altering the fabric.
      PLEASE NOTE: Tuxedo Stripe, Mod and Dahlia styles require gentle care without abrasive scrubbing.

      NAPKINS:
      Machine wash warm (40°C or 100°F). Non-chlorine bleach only. Dry flay. Do not tumble dry. Warm iron (110°C or 230°F). Ironing should be done on slightly damp napkins for best results.
    8. Can I wash the placemats in the dishwasher?
      We do not recommend running placemats through a dishwasher. For a detailed explanation of our care instructions, please click here.
    9. Does the color fade over time?
      All products fade in direct sunlight. However, our products are fade resistant and will provide years of use before fading.
    10. Will placemats shrink?
      No.
    11. Will napkins shrink?
      Our napkins are made from pre-shrunk linen fabric. The maximum shrinkage, when following the care instructions provided, is 4%.
    12. Are napkins colorfast?
      Yes.
    13. Can Chilewich products be used outside?
      Chilewich placemats are perfectly suitable for outdoor use.
    14. Will Chilewich placemats blow away if used outside?
      Chilewich placemats are light and could potentially blow away in strong winds if not set.
    15. Can I leave Chilewich placemats outside in the rain, day-in-day-out?
      Yes.
    16. Will Chilewich placemats protect my table from stains?
      No. The majority of our placemats are made from woven textiles and thus water and other liquids can seep through them. It is always a good idea to clean up a spill quickly to avoid damage to the surface below your placemat.
    17. Can I place hot objects on my placemat/runner?
      Hot objects may damage your placemat/runner. Please exercise caution and use a trivet to protect your placemat/runner from excessive heat.
    18. My placemat looks slightly crooked. Is it faulty or irregular?
      Due to the natural bow and skew consistent with woven products, Chilewich designs may have a slightly crooked appearance on occasion. There is a 3/8” (1cm) +/- size tolerance allowed in either direction from the size as listed on the website.
    19. Can you make custom products?
      Yes. Chilewich offers customization options for placemats, coasters, runners and tray liners for restaurants and hotels. Please visit our Customization page for additional information.
    20. What are the minimums for custom product orders?
      There is no minimum order quantity required for customization.
    21. Does Chilewich offer Tray Liners?
      Tray Liners are an example of Chilewich's custom capabilities. We can work with almost any service tray to develop liners that meet your specifications. Please visit our Customization page for additional information.
    22. What is the average lifetime of Chilewich placemats in a restaurant compared to traditional fabric placemats?
      Traditional cloth placemats or tablecloths need to be laundered regularly and incur high washing bills. Chilewich placemats can be easily wiped off or washed in the sink and usually last one - two years if properly cared for and depending on the intensity and frequency of use.
    23. How long do Chilewich placemats last in a hotel or restaurant?
      One – two years if properly cared for and depending on the intensity and frequency of use.
    24. Can I get samples before I decide to order?
      Please contact your local representative for sampling information. Click here to find your local representative.
    25. Can I order Chilewich wall-to-wall or tile flooring for my hotel/restaurant?
      Yes. These products are offered through our Contract Division. For more information click here.
    26. Why are Chilewich products more expensive than similar products on the market?
      Chilewich prides itself on cutting-edge design. We specialize in the manufacture of woven textile products for both residential and commercial use. Unlike many other woven tabletop and flooring products, Chilewich textiles are extremely durable, easy to maintain and can be washed with just water and bio-degradable detergents, helping to reduce energy and laundering costs while maintaining an original and sophisticated aesthetic.

      All Chilewich woven vinyl products also contain Microban® antimicrobial protection, which works continuously for the lifetime of the product to inhibit the growth of stain- and odor-causing bacteria, mold and mildew. Chilewich fabrics are also covered by the GreenGuard® program certified by the GREENGUARD Environmental Institute, which protects human health and quality of life through the reduction of chemical exposure and improved indoor air quality.

      All our products are designed from our design studio in New York City and the majority of our products are finished at our facility in Georgia. Our state-of-the-art equipment ensures that all our edges are properly sealed to avoid fraying and we also have the ability to create custom sizes and shapes.

      For a full overview of Chilewich Green Information, please click here.
    27. Where can I get a catalog of Chilewich's latest collection?
      You can request a catalog from customer service at 706-422-8160 between 8:30am – 5:00pm EST Monday – Friday; or you can also email hospitality@chilewich.com. Online versions of our catalogs can also be found here.
    28. When will Chilewich's new Hospitality collection be available?
      Chilewich releases one collection annually for Restaurants & Hotels. The new collection is available at the start of each year in January and can be seen at trade shows thereafter. For a list of the trade shows Chilewich participates in, please click here.
    1. Where can I buy Chilewich products?
      You can order Chilewich hospitality products through your local sales representative. Click here to find your sales rep. Hospitality products are not currently sold directly through our website.
    2. Can I order Chilewich hospitality products outside the United States?
      Yes. We have an extensive network of international distributors and sales representatives in countries around the world. Click here to find your local representative.
    3. Where can I get a catalog of Chilewich's latest collection?
      You can request a catalog from customer service at 706-422-8160 between 8:30am – 5:00pm EST Monday – Friday; or you can also email hospitality@chilewich.com. Online versions of our catalogs can also be found here.
    4. When will Chilewich's new Hospitality collection be available?
      Chilewich releases one collection annually for Restaurants & Hotels. The new collection is available at the start of each year in January and can be seen at trade shows thereafter. For a list of the trade shows Chilewich participates in, please click here.
    5. Are all your hospitality products viewable online?
      All Chilewich products available for restaurant and hotel use can be viewed online. Please note in addition, Chilewich also offers custom capabilities. You can view a PDF of the latest catalog here.
    6. What is the process for placing a hospitality order?
      You will first need to contact your local Chilewich representative. Click here for a list of names and contact information.
    7. What are your order minimums?
      There is no minimum order quantity required for customization or stock size items.
    8. What is your lead-time?
      Our lead-time for stock placemats is approximately two to three business days within the U.S. (for large quantities, please inquire with our customer service team). Our lead-time for custom placemats is two to four weeks within the U.S. Exceptions may apply internationally.
    9. Can I order custom products?
      Yes. Chilewich offers customization options for placemats, coasters, runners and tray liners for restaurants and hotels. Please visit our Customization page for additional information.
    10. What are your terms of payment?
      FOR CUSTOMERS WITHIN THE US/CANADA:
      Restaurants and Single Property Hotels: Credit Card
      Major Hotels: Net 30 Terms, with credit card
      Casinos/Dealer: Visa/MasterCard/American Express

      We reserve the right to require prepayment for all custom orders before production begins.
      Additional RUSH order charges may apply.
      Ex Works: Warehouse: Chatsworth, GA, USA

      FOR CUSTOMERS OUTSIDE THE US/CANADA:
      Please refer to your local representative for Terms & Conditions. Click here to find your local representative.
    11. Can I revise my order?
      FOR CUSTOMERS WITHIN THE US/CANADA:
      Any revision to orders must be sent to Chilewich within 24 hours of submission of original order.
      For accounts that have Net 30 Terms: after your order confirmations are sent to you for review, you have 24 hours to review if any edits are required before the order will automatically be released for processing and not available for revision thereafter.

      FOR CUSTOMERS OUTSIDE THE US/CANADA:
      Please refer to your local representative for Terms & Conditions. Click here to find your local representative.
    12. Can I add to my existing order?
      FOR CUSTOMERS WITHIN THE US/CANADA:
      When sending an additional order, please submit it on a new and separate PO (not a revised version of existing order with new items added). Depending on how far along the existing order(s) is to being packed and shipped, we may need to hold additions until next month's shipment.
      Please do not send POs until they are CONFIRMED. "Pending" orders should be held until confirmed and then submitted to Chilewich please.

      FOR CUSTOMERS OUTSIDE THE US/CANADA:
      Please refer to your local representative for Terms & Conditions. Click here to find your local representative.
    13. Do you charge restocking fees?
      FOR CUSTOMERS WITHIN THE US/CANADA:
      It is Chilewich policy not to cancel or add items to a shipment once the order is packed. If changes to a shipment that has been packed are unavoidable, a 15% re-stocking fee will be applied to your account.

      FOR CUSTOMERS OUTSIDE THE US/CANADA:
      Please refer to your local representative for Terms & Conditions. Click here to find your local representative.
    14. How do I know if an item is in stock?
      FOR CUSTOMERS WITHIN THE US/CANADA:
      Please contact customer service at 706-422-8160 between 8:30am – 5:00pm EST Monday – Friday for specific availability questions. You can also email hospitality@chilewich.com.

      FOR CUSTOMERS OUTSIDE THE US/CANADA:
      Please refer to your local representative. Click here to find your local representative.
    15. Can I return my order?
      FOR CUSTOMERS WITHIN THE US/CANADA:
      Chilewich will accept authorized returns only. Authorizations must be requested no more than four weeks after good were shipped. Please inspect all merchandise immediately upon receipt and report any defects immediately. When a Return Authorization is issued by Chilewich the merchandise on that Return Authorization must be returned within four weeks of the Return Authorization issue date or it will not be accepted. Please note all custom orders are final sale. No returns or exchanges will be authorized.

      FOR CUSTOMERS OUTSIDE THE US/CANADA:
      For customers outside the US/Canada, please refer to your local representative. Click here to find your local representative.
    1. How will my order be shipped?
      FOR CUSTOMERS WITHIN THE US/CANADA:
      Chilewich ships all orders less than 150lbs via UPS or FedEx unless otherwise requested. Orders larger than 150lbs will ship via LTL carrier best way.

      FOR CUSTOMERS OUTSIDE THE US/CANADA:
      Please refer to your local representative for Shipping Information. Click here to find your local representative.
    2. How long will it take for my order to arrive?
      FOR CUSTOMERS WITHIN THE US/CANADA:
      Most orders, depending on availability are processed and shipped within 24 – 48 hours. Freight transit times are 1 – 6 business days depending on where you are located in North America. All orders ship from our facility in Georgia.

      FOR CUSTOMERS OUTSIDE THE US/CANADA:
      Please refer to your local representative for Shipping Information. Click here to find your local representative.
    3. How do I obtain a tracking number for my order?
      FOR CUSTOMERS WITHIN THE US/CANADA:
      Once your order has shipped, you will automatically receive an invoice with the tracking information via the email you provided on file. You can also request this information by contacting Customer Service at 706-422-8160 between 8:30am – 5:00pm EST, or via email at hospitality@chilewich.com.

      FOR CUSTOMERS OUTSIDE THE US/CANADA:
      Please refer to your local representative for Shipping Information. Click here to find your local representative.
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