FAQ
All frequently asked Questions we got so far
Common Questions
Most Popular Questions
What sets OnSetWear's workwear apart from other providers?
Our workwear at OnSetWear has been specifically designed for use on film sets. We not only offer high-quality hoodies and other apparel, but also innovative Velcro patches that facilitate improved communication and efficiency on set.
How do the Velcro patches work and why are they important?
Our Velcro patches can be easily attached to OnSetWear hoodies and other products. They clearly display various professions performed on set, aiding in the identification of team members and reducing misunderstandings, leading to a smoother workflow.
Do our tracking markers work with LED volumes or green screen setups?
Yes. OnSetWear tracking markers are designed to work in LED volume, green screen, and real-world locations.
We offer low-reflection and high-contrast variants to suit both in-camera VFX and traditional chroma key workflows.
How can I place a bulk or studio order?
For bulk orders, studio packages, or custom branding, please contact us directly at
info@onsetwear.de
We provide volume discounts and can tailor kits for production companies and film schools.
Can I order custom Patches
We are excited to announce that a new feature to fully customize out Filmset Clothing. It is currently in development for small batches and will be available to you in the near future. Although we cannot provide an exact date for when this feature will be available, rest assured that we are working tirelessly towards delivering it to you as soon as possible. We greatly appreciate your patience and understanding during this process, and we look forward to continuing to provide innovative solutions to enhance your experience with our platform.
Can I return or exchange items?
Yes, we offer a 14-day return policy on unused products in their original packaging.
Simply contact our support team for a return label or exchange instructions.
Do you offer custom on-set accessories or 3D-printed parts?
Absolutely. OnSetWear also develops custom camera and VFX tools, including 3D-printed rigs, adapters, and tracking mounts.
If you have a specific design or setup in mind, our team can prototype and deliver it quickly.
Which payment methods do you accept?
We currently accept the following payment methods in our online shop:
PayPal
PayPal SEPA direct debit
Google Pay (GPay)
Klarna
Visa
Mastercard
This gives you a flexible choice of secure payment options, so you can simply select the method that works best for you at checkout.
Is my payment data safe?
Yes, your payment data is processed securely and encrypted by our payment providers. We use trusted payment services such as PayPal, Klarna and major card networks (Visa, Mastercard), which all work with industry-standard security technologies like TLS/SSL encryption.
Your sensitive payment details are not stored directly in our shop system, but handled by the respective payment provider. This helps keep your data protected and your online shopping experience safe.
Can I pay by credit card without a PayPal account?
Yes, in most cases you can pay by Visa or Mastercard even if you don’t have a PayPal account. At checkout you can select credit card (Visa/Mastercard) as your payment method and enter your card details as usual.
Our payment providers then process your payment securely via an encrypted connection, so you can complete your purchase quickly and safely without creating an additional account.
How does payment with Klarna work?
If you choose Klarna at checkout, you will be redirected to Klarna’s payment page to complete your purchase. Depending on your country and eligibility, Klarna may offer options such as:
Pay now (instant payment)
Pay later (invoice payment after delivery)
Instalment payment
All available Klarna options for your order are shown directly at checkout. Your agreement is always concluded with Klarna, and you will receive all further payment information and invoices directly from Klarna.
When will my card or account be charged?
Your card or account is usually charged when you complete the order and the payment is confirmed by the selected payment provider (for example PayPal, Klarna or your card issuer).
For some Klarna options (such as pay later), the due date may be later, depending on the specific Klarna product you choose. The exact payment terms are always shown during checkout and in the confirmation from your payment provider.
Are there any extra fees for certain payment methods?
We do not normally charge additional fees for the offered payment methods beyond the order value and any applicable shipping costs. However, your bank or card issuer may apply their own charges (for example for currency conversion or international transactions), which are outside of our control.
All prices and any shipping costs are displayed clearly in the checkout process before you confirm your order, so you always know exactly what you will pay.
What should I do if my payment fails or is declined?
If your payment is declined or fails, please first check:
whether your card details or account data are correct
whether you have sufficient funds or available credit
whether your bank or payment provider has blocked the transaction for security reasons
In many cases, simply trying another payment method (e.g. PayPal instead of card, or card instead of Klarna) solves the problem. If the issue persists, feel free to contact us, and we will help you complete your order or check with the payment provider where possible.
How much are the shipping costs?
Our shipping costs are calculated automatically based on the product type, weight and your delivery address. This allows us to offer fair and transparent shipping prices for every order instead of using a flat rate that might be too high for smaller items.
If you order multiple products in one order, we optimise the shipment so they can be sent together whenever possible. That way you benefit from combined shipping and don’t pay more than necessary for your DHL delivery.
How long does delivery take?
The delivery time depends mainly on DHL’s current delivery times to your region. Our internal order processing is usually very fast: we prepare and hand over your parcel to DHL within one business day after payment has been received.
Once shipped, the actual delivery time is determined by DHL and may vary slightly depending on your location, season and shipping volume. In general, you can expect your order to arrive within a few business days after dispatch.
Do I get a tracking number?
For most products and shipments, you will receive a DHL tracking number. As soon as your order has been dispatched, we send you a shipping confirmation email that includes the tracking link so you can follow your parcel online in real time.
For very small or low-value products, we may ship without tracking to keep the shipping costs as low as possible for you. In those cases, the option without tracking is chosen deliberately to offer you a more affordable shipping option.
Do you ship to DHL parcel shops/service points?
Yes, we also offer shipping to DHL parcel shops and DHL Packstations where available. This gives you more flexibility, as you can pick up your parcel when it best fits your schedule instead of waiting at home for the delivery.
Simply enter your DHL Packstation or parcel shop details correctly during checkout, and DHL will deliver your order directly there. This is often the most convenient option if you are not at home during regular delivery times.
What happens if I’m not at home when the parcel is delivered?
If you are not at home when DHL tries to deliver your parcel, you don’t need to worry. Using your DHL tracking number, you can easily adjust the delivery options online – for example, choose a new delivery day, redirect to a neighbour, a DHL parcel shop or a Packstation (where available).
Detailed information about your delivery options is included in the shipping confirmation email you receive once your order has been sent. Please check that email and the DHL tracking page for the latest updates and available choices.
What should I do if my parcel is damaged or items are missing?
If your parcel arrives damaged, incomplete or if something seems wrong, please contact us immediately – don’t wait. The sooner you get in touch, the faster we can help.
Send us an email with your order number, a short description of the problem and, if possible, photos of the parcel and the contents. We will then investigate the case together with DHL and work on a quick and fair solution for you, such as a replacement or refund, depending on the situation.