Hey Kohloe you are more than welcome

The spray version in EU is exactly what ascend is by default(aka with a trace of cops)
And yes ... We do plan to restock* on the -cops option for the spray too
*(but sorry we cant promise any ETA at the moment)

I have sent a mail 2 days ago to the eurohub asking what steps I need to take to obtain a refund on a pheromone. No one has replied. Is there someone I can escalate this matter with ?

Many thanks

While we don't handle customer service on the forum you should contact us via support here: https://www.pheromonexs.com/help/

If you replied to a sales email there's a good chance it could be missed as we have a support suite specifically designed to handle customer service. You probably have an order from before we changed the message on the bottom with the above link. In looking into your email you did send it on a Saturday and while most responses come within a business day, Mondays are typically very busy and today, Tuesday is a holiday. We needed to change the reply to this email as it was set that way by default and with so many sales emails it was difficult to determine if any were from a client or just the cart sending it out. We removed that verbiage and included the support link and some phone numbers so hopefully that resolves any miscues going forward.

I wouldn't want you to ever feel neglected or ignored, so please send us a ticket at the above link if you ever need to so we can make sure we get it. You'll even get a ticket number for future reference too which is a big help if anything like this ever happens.

The good news is our return policy is super clear and easy and really no reason to send a ticket, unless you want to. I included the link to it in the store for you.
You can always call us and leave a message too. We have numbers in the USA and Europe you can call and speak to a real live person. Average wait time is usually less than a minute.

Call us Monday thru Thursday from: 4:00am to 4:00pm and Fridays 4:00am until 2:00pm
in the USA: +1 (901)328-6433 or in Europe: +359 9291 9005

I think that's 5am to 5pm in your time zone.

Again I'm sorry you feel as if your email was ignored, but I assure you its more of a technical glitch than anything. We are still attempting to work out all the little quirks in the system with the EU. XS-USA is going on 7 years old in 11 more days and that's a lot of time to fix all those issues. XS-EU is so new its easy to forget about all the things we needed to change to make it our own. We know there are going to be some bumps in the road and are thankful to our clients who bring it to our attention so we may smooth them out.

I forwarded your email to support in the meantime.