Questions
Frequently asked questions
How are your rugs made?
Every Chen & Co. rug is hand-tufted. An artisan pushes wool yarn through a cotton backing canvas using a hand-held tufting gun, following the design drawn onto the canvas. The rug is then latexed, backed, sheared, carved where the design calls for it, and finished by hand.
Where are your rugs made?
In our own factory, DaQian Craft Carpet Manufacturing Co., Ltd., in Shantou, Guangdong, China. Founded in 2002, it is an 8,000 m² facility with around 200 artisans and designers that also makes bespoke carpets for world-class luxury hotels and private residences. Selling direct from our factory is how we offer hotel-grade rugs without retail markups.
How is the price calculated?
Every rug is priced from four things: its size in square meters, the material you choose (New Zealand wool, bamboo silk, artificial silk or real silk), the complexity of the design measured in artwork days (the days our artisans need to tuft it), and shipping to your country. The calculator on our Pricing page shows the full breakdown, and we confirm the final price after reviewing your design.
How long does a rug take?
Production time is your design's artwork days plus about ten days of finishing (backing, shearing, carving, binding, washing and inspection), then transit to your country. The calculator shows an estimate for your exact size, material and design, and we confirm the date before production starts.
What is the difference between the materials?
New Zealand wool is the most durable and easiest to care for, ideal for living rooms and busy spaces. Bamboo silk and artificial silk (viscose) add a bright sheen and vivid color at a moderate price and suit bedrooms and low-traffic rooms. Real silk has the deepest sheen and finest detail and is best for formal, low-traffic rooms. Many designs combine wool with silk highlights; ask us for a blend.
Can I see a sample before my rug is made?
Yes. We typically tuft a sample within 15 days of confirming the final design and materials, and send it by international courier so you can check color, texture and quality before full production. Our standard pom box has 1,680 yarn colors for precise color matching.
Can I change the size or colors of a design?
Yes. Any design in our shop can be produced in a custom size or colorway. Use the “Customize colors or design” button on a product page and we will send you a quote.
What does “made to order” mean?
We produce the rug after you order it, in your chosen size. Made-to-order rugs are not sitting on a shelf, so the lead time on the product page is the honest time it takes to make and finish one.
Do rugs shed?
New wool rugs shed loose fibers for the first few months. This is normal and decreases with regular vacuuming. It does not affect the life of the rug.
Where do you ship, and what does it cost?
We ship door to door from our factory to the United States, Canada, the United Kingdom, much of Europe, Australia, New Zealand, Japan, Singapore and the UAE. Shipping is priced by destination and rug size; see the table on our Pricing page. Import duties and taxes, where your country charges them, are not included. For other countries, ask us for a quote.
Something else? Send us a note and we’ll reply within two business days.