FAQs

You can only modify or cancel an order if it has not yet left the warehouse. You can do this by contacting our Customer Service (by writing to administration@fluidrabalkans.com or by calling +359 32 950 023) and indicating the order number so that they can make the changes.

Shopping at Fluidra PRO is easy! Once you have logged in, browse the catalogue and find all the products available online. If you know the reference, enter it in the search engine to go directly to the product you are interested in. Then you only have to select the units you need and add it to the shopping cart. Right there you will find the button to process the order.

Go to "My Account" and look for the section "My orders". Here you will find all the orders you have placed and their status (sales status, quantity reserved and quantity delivered).

In "My Account" you will find the sections "My Orders" and "My Delivery notes" where you have all the information about the status of your orders and their tracking.

On the top right hand side of the website you will see a cart with the units added; click on the icon and click on "Go to shopping basket" to see the details of the products added.

Inside the cart, in the detail of each product, you will find a selector to modify the units ordered. You can always leave the cart page and continue adding new references from the product page.

If you cannot find a product in Fluidra PRO send us an email to administration@fluidrabalkans.com and we will inform you. It is possible that you do not see a product because it has not yet been registered online or some type of configuration is missing. Our team will manage the request so that, if applicable, the product is displayed online as soon as possible.

You will always find in the product detail its availability, both in the central warehouse and in your assigned PRO Center. If the warehouse is red, the product is temporarily out of stock, but you will be able to buy it and it will be delivered as soon as it is back in stock. If the warehouse is green, it will indicate the exact units of the product available. All products are distributed from the central warehouse, the stock information of your assigned PRO Center is merely informative in case you need to buy the product directly in the delegation.

Once the order is completed you will receive 2 e-mails:

• The first one to inform you that the order has entered our system.
• The second when the order has been processed

If you have not received the second email within 24 hours, please contact our Customer Service department (by writing to administration@fluidrabalkans.com or by calling +359 32 950 023) to find out if there has been a problem with your order or if it has been processed correctly.