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.
    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 mats are also offered.
      Sandy Chilewich’s husband and business partner, Joe Sultan, 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 the products made?
      The Chilewich design studio is located in New York City. All our products are made in the USA with the exception of the following designs: Linen Napkins are made in China. Manhattan Trays, Dahlia and Mod are made in Taiwan. Tulle Tech is made in Germany. Metallic Lace is made in USA of imported fabric. Raymaille Napkin Rings are made in Canada, and Stainless Steel Napkin Rings are assembled in China.
    5. Is Chilewich "green"?
      Chilewich has a commitment 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.

      As an example, 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. 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. How do I become a Chilewich retailer?
      For information on how to become a Chilewich retailer, please visit our Wholesale website.
    8. How can I become a Chilewich flooring dealer? Where can I purchase Chilewich contract designs?
      For information about becoming a Chilewich flooring dealer and purchasing Chilewich for commercial use, please visit our Contract Specifiers website.
    9. I work for a restaurant/hotel. Can I purchase Chilewich for my establishment?
      For an overview of the Chilewich Hospitality Collection and contact information for your nearest rep, please visit our Restaurants & Hotels website.
    10. 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 this page.
    11. 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 at 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.
    12. Are there any job openings at Chilewich?
      Please visit our Careers page for a list of current job openings.
    13. Where can I get a catalog of Chilewich's latest collection?
      You can request a catalog from customer service at 888-851-7130 between 8:30am and 5:00pm EST Monday—Friday; or you can email customerservice@chilewich.com.
    14. When will Chilewich's new collection be available?
      Chilewich releases two collections annually for consumers. These are launched in January/February and August/September. For more information about our latest designs, please click here.
    15. What is your privacy policy?
      For detailed information about our privacy policy, please visit our Privacy & Terms page.
    1. Where are Chilewich products made?
      The Chilewich design studio is located in New York City. All our products are made in the USA with the exception of the following designs: Linen Napkins are made in China. Dahlia, Drift, Petal, Pebble, and Scribble are made in Taiwan. Metallic Lace is made in USA of imported fabric. Stainless Steel Napkin Rings are assembled in China.
    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. Spun is made when liquid material is poured through tiny holes onto a moving melt and heat set. Our napkin rings are made from stainless steel and our napkin collection is made from 100% linen. Manhattan Trays are made of powder-coated metal.
      Our woven floormats are made from our durable signature woven vinyl textiles bonded with a flexible commercial-grade backing. Our Indoor/Outdoor Shag Mats are tufted and made from durable extruded vinyl yarns that are bonded to a vinyl backing.
    3. Is Chilewich "green"?
      Chilewich has a commitment 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.

      As an example, 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. 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?
      Chilewich designs are durable and easy to clean. Tabletop products can be wiped clean with soap and water reducing energy and laundry costs. Flooring products can be vacuumed and mopped clean. Chilewich designs are also long-lasting.

      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.

      Chilewich original designs are available in a wide array of colors, styles and sizes, with suitable gift boxes, as well as custom sizes for woven floormats.
    5. Is Microban® antimicrobial protection safe?
      Microban® extends the life of our products and makes them easier to care for. It is approved by the Environmental Protection Agency (EPA) for use in yarn/textiles, and has a history of safe use in consumer, industrial, and medical products applications around the world. Risk assessments by scientific bodies and governmental agencies (including the EPA, FDA, and regulatory authorities in Europe and Canada) have consistently reconfirmed the safety of Microban® at the levels approved for use in consumer, industrial, and medical products. Additionally, because antimicrobial protection is built into our custom-designed yarns, using Chilewich products protected with Microban® does not result in consumer exposures or transmission directly into the environment in the way that products such as disinfectants or liquid antibacterial soaps do during use.
    6. Are Chilewich designs legally protected by copyright?
      Yes, all Chilewich designs are protected by copyright. We vigorously pursue infringers.
    7. How do I trim / cut Chilewich products at home?
      We do not recommend cutting or trimming any of our products. The edges of our products are specially sealed to ensure longevity and cutting the product will compromise this important attribute. For more information about our care instructions, please click here.
    8. How do I get rid of the "fuzz" on the edge of my woven floormat?
      Over time, you may notice some white threads appearing on the side of your floormat. This is a normal occurrence, inherent to the nature of woven vinyl. Simply trim these loose threads with a scissor. Trimming them will not damage the carpet or cause it to unravel. For a detailed explanation of our care instructions, please click here.
    9. How should I clean Chilewich products?
      Unlike many other tabletop and flooring products, Chilewich textiles are easy to clean with just water, soap or a standard antibacterial cleanser. For a detailed explanation of our care instructions, please click here.
    10. Can I wash the placemats in the dishwasher?
      No. This is not recommended. For a detailed explanation of our care instructions, please click here.
    11. 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.
    12. Will placemats shrink?
      No.
    13. Can Chilewich products be used outside?
      Chilewich placemats are suitable for outdoor use. Our Shag Indoor/Outdoor Floormats and Woven Floor Mats are also suitable for outdoor use. For outdoor use, please make sure to read our special maintenance instructions as our woven floor mats are best suited for dry, covered surfaces. For a detailed explanation of our care instructions, please click here.
    14. Can I use woven floormats in a bathroom or kitchen?
      Woven floormats can be used in a bathroom or kitchen, but they are best suited to dry surfaces and should be air-dried if the backing gets wet. Do not leave on a moist surface for an extended period of time without air-drying. For a detailed explanation of our care instructions, please click here.
    15. Can I use woven floormats on floors with radiant heating systems?
      Yes. Chilewich woven floormats can withstand 85°F/30°C from radiant heating systems.
    16. Will woven floormats react with wood flooring?
      The backing in your woven floor mat may react with the polyurethane in your floor coating if left unmoved for prolonged periods of time. In order to prevent such reaction, please occasionally lift, move or shake out your woven floormat.
    17. Are shag indoor/outdoor floormats resistant to mold and mildew?
      Yes. Chilewich shag indoor/outdoor floormats are mold, mildew and chlorine resistant, making them ideal for bathrooms, outdoor terraces, pool areas and entryways. They are also good in all weather and quick to dry. For a detailed explanation of our care instructions, please click here.
    18. 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.
    19. 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.
    20. 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.
    21. 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.
    22. What types of labels are used on Chilewich tabletop designs?
      Beginning Fall 2014 discreet, elegant labels are being attached more permanently to most Chilewich tabletop weaves. The label appears on one side only so you can set the table with the label face up or down. These new labels are applied with ultrasonic welding and are intended to be permanent. Please note, not all weaves will have permanent labelling. For more information you can also contact customer service at 888-851-7130 between 8:30am – 5:00pm EST Monday – Friday, or email customerservice@chilewich.com.
    1. Are all your products available online?
      Yes. You can find our full collection, including online exclusive designs on chilewich.com
    2. Are custom sizes available?
      Yes. We offer easy customization of our tabletop products, our woven floor mats and indoor/outdoor mats. Please visit our Custom page for more information and to place your order.
    3. How long does it take to receive custom orders?
      Custom tabletop and woven floor mats ship within 2-3 weeks from the time your order is placed. Indoor/outdoor mats take about 5-6 weeks.
    4. Can I get samples before I decide to buy an item?
      Yes. You can order samples for woven floor mats and indoor/outdoor mats. Simply add the samples to your cart using the "Add Sample to Cart" button which can be found right under the "Add to Cart" button. We ship samples for free.
    5. How do I know if an item is in stock?
      An "out of stock" item will be noted with a message and a restock date. You can still place an order for the item. We'll ship it as soon as it is back in stock. If you have any questions about out of stock items, please contact our customer service team at 888-851-7130 between 8:30am – 5:00pm EST Monday - Friday or via email at customerservice@chilewich.com.
    6. Do you offer gift cards/gift certificates?
      Unfortunately, at this time, we do not offer online gift cards. However, we do offer gift cards in our New York City store. Please note that those can only be redeemed in the store. We are working on offering gift cards online.
    7. Can I gift wrap an item?
      We offer gift packaging for the following items: Placemats, Runners, Coasters, Napkins and Napkin Rings. We cannot gift wrap woven floor mats, indoor/outdoor mats or the cubes.
    8. What forms of payment are accepted?
      At this time, we only accept Visa, MasterCard, American Express and Discover debit and credit cards. We are working on accepting other forms of payment.
    9. Can I buy discontinued Chilewich products cheaper somewhere?
      We do not discount Chilewich products. We do hold a sample sale in New York City once a year for irregular stock. Please sign up for our newsletter to receive updates.
    10. What is your tax policy?
      By law, we are required to collect sales tax in the following states: California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Michigan, North Carolina, New Jersey, New York, Pennsylvania, Texas and Washington.
    11. How can I cancel my order?
      If you would like to cancel your order, please contact customer service at 888-851-7130 between 8:30am – 5:00pm EST Monday – Friday. You can also email customerservice@chilewich.com.
    12. Can I return or exchange an item?
      Yes. If you aren't 100% satisfied with your product or if it arrived damaged, we're happy to take it back. Returned items must be unused, with all original labels and/or tags attached. For more details on our Return policy, please visit our Returns & Refunds page. To exchange an item, please contact our customer service team at customerservice@chilewich.com.
    13. How do I return an item?
      We recommend you use our UPS RETURNS site and follow the step-by-step instructions to returns an order. Please note that the UPS shipping free will be deducted from your refund, which will be issued to your original method of payment within 1-2 weeks. Please refer to our Returns & Refunds page for full details.
    14. Are there any items I cannot return?
      All custom orders and discontinued items (bought during an end of season sale) are final sale and cannot be returned or exchanged. For more details on our return policy, please visit our Returns & Refunds page.
    15. How long do I have to return the item?
      You can return eligible items within 30 days of receiving an order. Custom orders are not eligible for returns. Please visit our Returns & Refunds page for more information.
    1. How will my order be shipped?
      Chilewich ships all orders via UPS unless otherwise requested. All orders are processed and shipped within 1-2 business days from the date your order is placed. Custom orders take longer. For more information about our shipping policy, click here.
    2. How long will it take for my order to arrive?
      Your order should arrive within 1-6 business days, depending on the shipping method you have selected and where you are located. All orders ship from our facility in Georgia. For more information about our shipping policy, click here.
    3. How do I obtain a tracking number for my order?
      A tracking number is issued when your item ships. You will receive an email from us with your tracking information. Make sure you check your spam folder in case that automatically triggered email lands there.
    4. Do you ship internationally?
      We're working on it but at this time, we only ship to Canada and within all 50 U.S. states. If you're looking for Chilewich products outside of the U.S. and Canada, please visit our Store Locator for a stockist in your city.
    5. What are my delivery options and how much do they cost?
      Within the US, we ship via UPS and offer Ground, 2-day and Expedited shipping. To Canada, we use UPS Worldwide Expedited. The shipping fee you see at checkout includes the duties and brokerage fees. Please visit our Shipping page for more details.
    6. Do you deliver to APOs and PO Boxes?
      We ship to APOs by USPS and an additional cost may apply. We do not ship to PO Boxes.
    7. What are your return shipping policies?
      Payment for return shipping and any subsequent damages from return shipping are the responsibility of the purchaser. We recommend using our UPS RETURNS site to generate your return label. If you choose to use a different method by which to return your order, we recommend tracking your package so you can ensure we receive it and can issue your refund. For more information, please visit our Returns & Refunds page.