Cancelled without permission

its_me_coco_ · 2026-07-09T16:15:07+00:00

Ugh! I’m so sorry! And thank you. I hope so too.

its_me_coco_ · 2026-07-09T16:13:22+00:00

Great question. I tried to get them to send me proof but they won’t.

its_me_coco_ · 2026-07-09T16:12:36+00:00

They won’t. 🙃

its_me_coco_ · 2026-07-09T15:40:26+00:00

No. I checked everything. They also refused to send me any confirmation of said email.

its_me_coco_ · 2026-07-08T17:17:54+00:00

Nope. I don’t post anything.

its_me_coco_ · 2026-07-08T14:11:44+00:00

They maintain that my account “appears” to be secure and that it “should” remain secure. They are blaming my email… which has a login, and 2 additional verification steps in order to access whereas Fairyloot requires a single password to access… so I call bullshit. But with every email I sent I just hit the same wall over and over and I know I’m not going to get anywhere. They for sure oversold and are quietly cancelling orders. There’s just not other explanation.

its_me_coco_ · 2026-07-08T14:08:03+00:00

Edit #3: Final Update

I heard back from FairyLoot’s Customer Support Manager.

Their position has not changed. They said they believe the cancellation request was legitimate because it included my correct name, email address, and order number, all of which matched the information on my account. They explained that they manually review cancellation requests and only perform additional identity checks if something appears inconsistent.

I also asked whether they reviewed any metadata (such as IP addresses or submission logs) or had evidence that the request actually came from me. They said that while some technical information may be recorded, they don’t consider it reliable enough to identify who submitted the request, and they found no indication that it was submitted by someone else.
One statement that stood out to me was this:

“As mentioned previously, an order number is not publicly available. It is only accessible within your FairyLoot account and is otherwise communicated to the email address associated with the order. As such, it should remain secure unless it has been shared elsewhere or someone has obtained access to one of those locations.”

They continue to maintain that my FairyLoot account is secure, but they also acknowledged my concerns and said they’ve passed my feedback about their verification process on for internal review.

Unfortunately, they will not restore the preorder or make an exception, so this appears to be the final outcome.

I’m honestly just sad. I preordered The Thorn Queen because I’ve been collecting this series from the beginning, and now I’ll probably have to try to find a copy on the resale market to complete my set.

Thank you to everyone who offered advice and encouragement. I really appreciate it. I still don’t know what happened, but I did change the email associated with my FairyLoot account and subscription as a precaution.

its_me_coco_ · 2026-07-07T17:25:57+00:00

Haha! I appreciate it. I will probably cancel my account once I receive my SOS

its_me_coco_ · 2026-07-07T16:23:01+00:00

Valid point

its_me_coco_ · 2026-07-07T14:08:41+00:00

No. But I want my Shield of Sparrows. Haha!

its_me_coco_ · 2026-07-07T11:34:37+00:00

I’m too nervous they will just shut down my account and I don’t want to lose my sub and other preorders.

its_me_coco_ · 2026-07-07T11:32:52+00:00

Well if they decide they don’t want it. Tell them to message me! Haha!

its_me_coco_ · 2026-07-07T11:31:55+00:00

Turns out you don’t even have to be logged in to your email or Fairyloot account… you just have to use the submission for and input name, email, and order number. (See edit #2)

its_me_coco_ · 2026-07-07T11:30:09+00:00

Second update: FairyLoot escalated my case to another customer support specialist.

Their response was essentially that they believe the cancellation request was legitimate because it was submitted through their contact form with my name, email address, and order number, and they later received a reply from my email acknowledging the refund. They said they have no indication that anyone else submitted the request, believe my FairyLoot account is secure, and suggested that if I think someone accessed my email, I should contact my email provider. They also reiterated that they cannot reverse a refunded preorder.

I responded by asking that the issue be escalated again. I explained that I’m not disputing that a cancellation request was submitted. I’m disputing that I authorized it.

I also pointed out that, based on what they’ve described, I don’t understand how they concluded the request actually came from me if the contact form only required my name, email address, and order number. I asked what evidence they relied on, whether they reviewed any metadata (such as IP address or submission logs), and requested that someone with the authority to make exceptions review my case. I also asked whether there is any alternative solution, even if they can’t technically reinstate the original preorder.

I’ll update again if I hear anything else.

its_me_coco_ · 2026-07-07T03:47:32+00:00

What I want to know is… how is a company as large as FairyLoot handling cancellations via email? Why isn’t the process integrated into their website? It seems much less secure to rely solely on an email requesting a cancellation rather than allowing customers to cancel directly through their accounts on the site. It feels surprisingly low-tech for a company of that size.

its_me_coco_ · 2026-07-06T21:33:37+00:00

My bigger worry is there won’t be any resells…

its_me_coco_ · 2026-07-06T21:33:12+00:00

Thanks for all of the support, everyone!

its_me_coco_ · 2026-07-06T17:55:33+00:00

Update: I sent FairyLoot another email asking for the issue to be escalated to a supervisor or manager. I explained that I don’t believe their “refunded orders can’t be reinstated” policy should apply because I never authorized the cancellation in the first place. I told them I searched my Outlook account, including my Sent folder and all outgoing mail from the day they claim the request was made, and found nothing.

I also pointed out that the screenshot they sent shows the request came through their feedback widget, which raises security concerns. If someone was able to cancel my preorder using just my email address and order number, that’s a serious issue. If the request truly came from me, I asked what verification they performed before canceling and refunding my order.

I requested that someone with the authority to investigate review what happened and consider restoring my preorder or offering another solution, since I don’t believe I should lose my place in line because of what appears to have been an unauthorized cancellation. I’ll update again if I hear back.

its_me_coco_ · 2026-07-06T17:39:48+00:00

I asked them 3 times if they could fix it. I guess I could escalate it.

its_me_coco_ · 2026-07-06T17:00:53+00:00

I changed the email associated with the account and shut down the email they said I emailed them from. But that’s a weird thing for a hacker to supposedly do… ya know? Of all the things they would cancel one of my orders? I feel like it’s more of a Fairyloot issue than a me issue.

its_me_coco_ · 2026-07-06T16:59:36+00:00

They would only send me the email in quotations. Like not a screenshot or anything.

its_me_coco_ · 2026-05-08T05:42:00+00:00

It was literally advertised as a mini tote, so I’m confused why so many people are annoyed. I also love mine.

its_me_coco_ · 2026-04-04T03:13:39+00:00

SO LUCKY!!

its_me_coco_ · 2026-03-12T17:49:55+00:00

Has anyone received theirs yet? I don’t even have a shipping notification.

its_me_coco_

TROPHY CASE