Answers to our most frequently asked questions
Most questions are answered here in just a few moments — or you can speak directly to a member of our team.
Prefer to message us? →What size is it, and will it fit my chair?
16 inches wide, 13 inches deep and 2 inches thick (41 × 33 × 5 cm), and it weighs approximately 1 kg.
It fits most standard chairs, recliners, wheelchairs, office chairs and car seats. It sits beneath your seating area rather than covering the entire seat, so a wider chair isn’t a problem. However, if your seat is 20 inches or more across, you’ll notice that the cushion is narrower than the seat.
At the moment, it is available in one size only. A wider version isn’t available yet.
Which way up does it go?
Flat side down, textured side up, with the U-shaped cut-out at the back, underneath your tailbone.
Both sides are made from gel and may feel similar at first — the difference is in the texture, not the firmness. Run your hand across the cushion: the wavy honeycomb side is the side you sit on.
Is there a weight limit?
There is no weight limit. The gel core distributes weight evenly across the entire surface rather than compressing flat like foam, so it continues to provide support under heavier use.
Will it go flat like my old foam cushion?
No. Foam softens over time and eventually compresses permanently. The MediGel core uses a flexible gel in a honeycomb structure — it reshapes as you move and returns to its original shape when you get up.
How do I clean it?
The cushion: Wipe clean with a damp cloth and mild soap, then leave to air dry. Do not put the gel core in the washing machine or tumble dryer.
The cover: Machine washable on a cool cycle. Leave to air dry rather than tumble drying.
Is the cover included?
The cover is a separate item and can be added at checkout. If you didn’t add one, your order will contain the cushion on its own — which works perfectly well without a cover.
If you’re unsure what you ordered, check your confirmation email.
How long will my order take to arrive?
Orders are dispatched within 1–2 working days. Delivery then takes 7 to 14 calendar days.
Tracking information may not update for the first few days while your parcel is in transit — this is completely normal and doesn’t mean anything is wrong.
If your order hasn’t arrived within 14 days of dispatch, get in touch with us and we’ll follow it up with the courier for you.
Where is my order? How do I track it?
You can track your order at movelyn.co.uk/a/orders — you’ll need the email address you used at checkout.
Your tracking number can also be found in the dispatch email we sent when your parcel left us. If you haven’t received it, check your spam or junk folder first, as it may have ended up there.
Where does it ship from?
The MediGel is made and dispatched by our manufacturing partner in Asia and shipped directly to you. That’s why delivery takes 7 to 14 days rather than two.
There’s nothing extra to pay on arrival. Any duties and customs charges on UK orders are covered by us, so the price you see at checkout is the full price.
Tracking says delivered, but I don’t have it
Nine times out of ten, it turns up within a day or two. It’s worth checking the following, in this order:
- Your doorstep, side gate, letterbox or wherever parcels are usually left
- With a neighbour — couriers often leave parcels next door
- If you live in a block of flats or apartment building: reception, the concierge or parcel room
Still nothing after two days? Get in touch with us with your order number and we’ll sort it out. You won’t be left out of pocket.
I need to change my delivery address
Get in touch with us straight away with your order number and the full, corrected address. If your parcel hasn’t been dispatched yet, we’ll update it — no charge, no fuss.
Once your parcel is with the courier, we’re unable to redirect it, so the sooner you let us know, the better. If a parcel is returned to us because of an address issue, we’ll send a replacement to the corrected address free of charge.
It isn’t right for me. What are my options?
Get in touch with us within 90 days of delivery and you’ll have two options.
Keep it and receive 50% back. Most people choose this option. There’s nothing to pack or post, and your refund is processed the same day. As the cushion is shipped internationally, return postage can be expensive — this option avoids that entirely.
Or return it for a full refund. This option is also available within 90 days. Return postage is your responsibility and we don’t provide prepaid return labels, so it’s worth checking the postage cost before deciding.
How long does a refund take to reach me?
5 to 10 calendar days from the date we issue the refund, back to the card or account you originally paid with. The exact timing depends on your bank.
If you’re returning an item, please allow up to 10 working days from when it reaches our warehouse for your refund to be processed. The 5 to 10-day timeframe starts from that point.
It arrived damaged or faulty
Send us a photo along with your order number and we’ll put it right. You won’t need to send anything back, and you won’t be charged for a replacement.
A quick photo taken on your phone is absolutely fine. If you’re genuinely unable to provide a photo, simply describe the issue instead.
I can’t find my order number or confirmation email
Two things account for almost every case:
- It’s in your spam folder. Search your inbox and spam for "Movelyn".
- You checked out with a different email address. PayPal, Apple Pay, Google Pay and Shop Pay sometimes use an email address you may have forgotten about, and the confirmation will have been sent there.
Either way, get in touch with us. Send us your postcode or the confirmation number from your bank statement and we’ll find your order — you don’t need to have your order number.
I’ve been charged more than once
Check the timestamps on your bank statement. If several charges appear within the same minute, they’re almost always authorisation holds caused by the payment being submitted more than once — for example, by tapping twice or resubmitting the page. Only one is an actual charge, and the holds should disappear automatically within 3 to 7 working days.
If the charges are hours or days apart, that’s different. Send us the dates and amounts and we’ll refund anything that shouldn’t be there.
I need to cancel or change my order
Get in touch with us as soon as possible with your order number. If your order hasn’t been dispatched yet, we can cancel it, issue a refund, change the delivery address or remove an item.
Orders are usually dispatched within 1–2 working days, so the sooner you contact us, the better. If your order has already been dispatched, the 90-day options above still apply.
There’s a charge on my statement I don’t recognise
A genuine Movelyn charge will appear as SP MOVELYN on your bank statement.
If it shows something else, the payment was made to a different company. Send us the exact wording shown on your statement and the amount, and we’ll confirm whether the charge is from us.
Can I call someone?
We don’t have a phone line — we’re a small team and handle everything by email, which means there’s always a written record of what’s been agreed.
Email info@movelyn.co.uk or use the form below. We reply Monday to Friday, 9am–5pm UK time, and most messages are answered the same day.
Can’t find what you’re looking for? Use the form below and please include the email address used when placing your order, so we can locate it quickly.
Our support team is available Monday to Friday, 9am–5pm UK time.
For order-related enquiries, please use the email address you used at checkout and include your order number in your message so we can find your order quickly.
Without a valid order number, it may be more difficult for us to locate your order. If you can’t find your order number, please check your spam or junk folder, as well as the inbox of the email address you used at checkout.