At first I ordered 20" length which ultimately was too long for me as my hair is more 13-14" naturally and had issues with it not fitting my head right.
So I emailed the company and I had an instant response which was kind and understanding, they took action by replacing the product with a one time free of charge replacement and allow me to keep they other set to pass on to a friend or family.
I was very grateful for this, I sent them my same choice of color and went with a new length of 16".