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 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 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.

      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 join your email list?
      You can sign up for our email list in the "Email Sign-Up" section at the bottom of this page.
    8. 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.
    9. Are there any job openings at Chilewich?
      Please visit our Careers page for a list of current job openings.
    10. Where can I get a catalog of Chilewich's Wholesale 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. Online versions of our catalogs can also be found here.
    11. When will Chilewich's new collection be available?
      Chilewich releases two collections annually. These are launched in January/February and August/September. For more information about our latest designs, please click here.
    12. 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. 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.
    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 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.

      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, as well as custom sizes for woven floormats.
    5. Are Chilewich designs legally protected by copyright?
      Yes, all Chilewich designs are protected by copyright. We vigorously pursue infringers.
    6. Can Chilewich products be trimmed / cut?
      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.
    7. What is Plynyl® Flooring?
      Chilewich floormats are made from our Plynyl® material and are a perfect alternative to traditional carpets or area rugs. Plynyl® floormats are made from woven vinyl textile bonded to a soft, high performance, commercial-grade polyurethane cushion backing. They are durable and easy to clean (simply vacuum or mop the face of the surface). Chilewich Plynyl® woven floormats are widely used around the world in residential and commercial environments alike.
    8. How do I get rid of the "fuzz" on the edge of woven floormats?
      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 Chilewich products be cleaned?
      Unlike many other tabletop and flooring products, Chilewich textiles are easy to clean with just water and bio-degradable detergents. For a detailed explanation of our care instructions, please click here.
    10. Can Chilewich placemats be washed 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 are also suitable for outdoor use. We do not recommend using Chilewich Woven Floormats outdoors, as they are best suited for dry, covered surfaces. For a detailed explanation of our care instructions, please click here.
    14. Can Chilewich woven floormats be used 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 Chilewich woven floormats be used on floors with radiant heating systems?
      Yes. Chilewich woven floormats can withstand 85°F/30°C from radiant heating systems.
    16. Are 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.
    17. Will my floor be protected from moisture if I use and indoor/outdoor floormat?
      No. Your floor will need to be air-dried from time to time to ensure moisture is not caught under your indoor/outdoor floormat. This is especially true for untreated wooden floors.
    18. Will Chilewich placemats protect tables 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. 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.
    20. Are Chilewich products covered by a warranty?
      Chilewich warrants its products for one year after purchase against normal wear and tear or material defects when cared for according to our current maintenance instructions. For a detailed explanation of our care instructions, please click here.
    21. 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.
    22. 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.
    23. 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.
    1. How can I order Chilewich products for my store?
      New account inquiries should be directed to the Chilewich representative or distributor in your area. To find a North American representative, click here. To find an international distributor, click here.
    2. Can I order Chilewich wholesale products for my store outside the United States?
      We have an extensive network of distributors and sales representatives in countries around the world. To find an international distributor, click here.
    3. What are your order minimums?
      Please contact your North American sales representative or international distributor for order minimum information.
    4. What are your new order procedures?
      Please contact your North American sales representative or international distributor for new order procedures.
    5. Can I revise my order?
      Please contact your North American sales representative or international distributor for all order revision questions.
    6. Does Chilewich offer Point-of-Purchase fixtures?
      Chilewich offers a selection of PoP fixtures, which can be ordered and purchased for your store. An overview of our PoP fixtures can be found here. Please contact your North American sales representative or international distributor for additional information.
    7. Are any additional sales tools available?
      Yes. Chilewich offers a range of brand and product education pieces, which we encourage our retailers to use in-store alongside Chilewich product displays. Click here for additional information about our Resources.
    8. Are custom size floormats available for my customers?
      Yes, we can customize our woven floormats. If you would like a quote or more information, please contact customer service at 888-851-7130 between 8:30am – 5:00pm EST Monday – Friday. You can also email wholesale@chilewich.com for a quote.
    9. How do I know if an item is in stock?
      At Chilewich, we try to keep all of our items in stock in our warehouse at all times. Sometimes, however, we run out of items. If an item you want is out of stock, it will be noted on the website with an “Out of Stock” message and also a “Restock Date”. You can still order the item and expect to receive delivery after the restock dates from our warehouse. If you have any questions, please contact customer service at 706-422-8160 between 8:30am – 5:00pm EST Monday – Friday for specific availability questions. You can also email wholesale@chilewich.com.
      For customers outside the US/Canada, please contact your local international distributor for information.
    10. What forms of payment are accepted?
      Please contact your North American sales representative or international distributor for payment information.
    11. Can I place an order if I haven't ordered in over a year?
      Please contact your North American sales representative or international distributor for details.
    12. What is Chilewich's backorder policy?
      Please contact your North American sales representative or international distributor for backorder information.
    13. Does Chilewich have a B2B website?
      Yes for United States and Canadian based accounts. Our B2B website offers retailers access for direct order processing. Please contact your local sales representative for additional information.
    14. What is your returns policy?
      Please contact your North American sales representative or international distributor for local returns information.
    15. How can I be added to your website as a store that retails Chilewich?
      Please contact your North American sales representative or international distributor for information.
    16. What is your pricing policy?
      All US and Canadian Chilewich retailers must meet our MSRP/MAP pricing in order to remain in good standing as a retailer of Chilewich. A retailer’s choice not to comply with this policy will result in the following:
      1. First Noncompliance: Loss of Chilewich account for 5 business days. We will not ship any outstanding order or accept new orders during this time period.
      2. Second Noncompliance: Loss of Chilewich account for 20 business days. We will not ship any outstanding orders or accept new orders during this time period.
      3. Third Noncompliance: Loss of Chilewich account for one year. At the end of the one year time period a retailer wishing to carry Chilewich products will be required to re-open Chilewich account and adhere to opening order minimums.
      Chilewich reserves the right to modify these consequences at any time, and without prior notice.
      For suggested retail pricing guidelines outside the US/Canada, please contact your local sales representative for the suggested retail prices in local currency.
    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 distributor 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 are processed and shipped with 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 Georgia facility. Ship times for international locations will vary by region.

      FOR CUSTOMERS OUTSIDE THE US/CANADA:
      Please refer to your local distributor 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 item is 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 and 5:00pm EST or via email at wholesale@chilewich.com.

      FOR CUSTOMERS OUTSIDE THE US/CANADA:
      Please refer to your local distributor for Shipping Information. Click here to find your local representative.
    4. Does Chilewich offer drop-shipping?
      Chilewich does not have a drop-ship program except on US orders placed on our B2B program. Email wholesale@chilewich.com to set up a B2B account. Otherwise, only 105B (6’ x 9’) floormats and custom floormats can be drop shipped.
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