Frequently Asked Questions

Jump to questions about…

The book
Payment and discounts
Shipping and delivery
Other topics

The book

Who’s publishing the book?

The book is being published by Essential Works, who are a well-established book production company based in the UK. Essential published the original Box Set Edition of Lifting Shadows, and regularly supply top quality books to major publishers all around the world.

What’s the difference between the two new editions and the original Box Set book?

The new books are completely revised and updated versions of the Words book from the original Box Set Edition. The new text is some 40% longer than the original book, and brings the Dream Theater story bang up-to-date. Unlike the Box Set Edition, the new Classic Edition and Limited Edition do not come packed in a slip case, and there is no CD or separate picture book. To find out more, please click here.

How does the Limited Edition differ from the Classic Edition?

The Limited Edition contains the same updated text and images as the Classic Edition. However, the Limited Edition is leather-bound and personally signed by Rich Wilson. The print-run of the Limited Edition is set at 2,000 copies only, making it a truly collectable piece of Dream Theater memorabilia.

Can I buy an electronic version of the updated Lifting Shadows?

Sorry, the new text is only available as a printed book.

Payment and discounts

How do I pay?

Go to the buy now page of this site, and click on the flag that corresponds to your delivery address under either the Classic Edition or Limited Edition. This will reveal a full breakdown of how much you will be charged, taking account of shipping costs and any applicable discount. Then click on the Checkout button beneath the total amount. This will take you to Essential’s secure shopping site. Fill in your details according to the instructions. Finally, you will be taken to the RBS Worldpay site, where you will need to fill in you credit card details in order for your payment to be processed. When your payment has gone through, you will receive an email titled ‘Your order from Essential Works’. If you do not receive this email, check you junk mail folder in case it has landed there in error. The email confirms the details of your purchase, and explains the procedure for updating your delivery address should you move before your order ships.

What discounts are available?

Customers who previously purchased the original Box Set Edition of Lifting Shadows from Essential Works qualify for a 25% discount on the Classic Edition. Eligible customers will have paid either via Google Checkout or Paypal, and have received an email explaining how to claim their discount. The discount does not apply to customers who purchased the original book from any retailer other than Essential Works. There are no discounts available on the Limited Edition.

I qualify for the extra discount but have not received an email about it. What do I do?

Your email may have landed in your junk or trash mail folder in error, so it’s worth checking there. Failing that, it may be that the email address we hold for you is no longer current. If you have changed your email since buying the original Box Set Edition, please click here to tell us. Please try and fill in as much information about your original purchase as possible, as we won’t be able to update your address if we cannot verify the previous transaction. Once we have updated your details, we will email you at your new address to explain how to claim your discount.

I’ve got my discount code. Must I use it within a certain time?

No, the codes don’t have an expiry date so you can use them immediately, or wait until you are ready.

The site says my code has already been used, but I haven’t used it. What do I do?

First, check the buy now page to see if the Classic Edition prices show the 25% discount. If the full 25% discount is already shown under the Classic Edition, there is no need to enter your code again – simply click on the checkout button to complete your purchase. If only a 15% discount is shown, please contact us for help. We’ll reset your code if necessary.

Can I order the book from my local bookstore?

No, the product is only sold online. Your local bookstore may be willing to place an order on your behalf, but they may charge for doing so.

When will payment be taken from my credit / debit card?

Payment will be taken immediately when you place your order. Please be aware that for international card purchases, charges may not appear to your credit card for up to 5 working days from your initial order date.

What credit and debit cards do you accept?

We accept all major credit and debit cards, although American Express cards may not be accepted in some territories.

I don’t have a credit card. How else can I pay?

We accept other forms of payment by mail. All payments sent by mail should be in £ GB Pounds or $ US Dollars. Cheques should be drawn on a UK bank or US bank resepctiveley. International money orders should be in £ GB Pounds. Use the prices listed on this website to calculate your order total and contact us if you wish to confirm this.

We do not accept postal orders/money orders by fax. Essential Works does not accept cash. We cannot be held responsible for any losses incurred as a result of sending cash by post, registered post, or other courier. All invalid forms of payment will be returned by post with a letter detailing other payment options. Cash will not be returned by post.

All payments should be made payable to Essential Works, and included with your posted order. Please send to:

Essential Works
29 Clerkenwell Green
London EC1R 0DU
United Kingdom

If you wish to pay by bank transfer please contact us for details.

Can I pay in different currencies?

Your credit or debit card will automatically convert your payment into your local currency.

Is there sales tax to pay?

The books are not subject to sales tax in either the United States or United Kingdom. Taxes in other countries may vary, and are not within our control.

Shipping and delivery

How will orders be delivered?

Your order will be sent via the mail.

What are the shipping costs?

The shipping costs will depend on the country being delivered to. For full details, see the shipping costs page.

My country is not listed. What do I do?

Unfortunately, there is a small number of countries to which we are currently unable to deliver reliably. If your country is not listed please contact us for further assistance – we may still be able to accept your order, but will need your agreement that we would not able to refund your payment or replace your book were it to be lost in transit after leaving our warehouse. If you are Norway, Sweden, or Malta, please see the next three questions on this page.

I’m in Norway. Why can’t I find my country on the shipping list?

Although Norway is not a member of the EU, the shipping costs are the same as for member states. We have therefore included Norway in the EU shipping region.

I’m in Switzerland. Why can’t I find my country on the shipping list?

Although Switzerland is not a member of the EU, the shipping costs are the same as for member states. We have therefore included Switzerland in the EU shipping region.

I’m in Malta. Why can’t I find my country on the EU shipping list?

Special shipping rates apply to Malta, and you’ll therefore find it listed under rest of the world.

Can you deliver to PO Box or forwarding address?

No, please note that we cannot deliver to PO Boxes or forwarding addresses.

How long will it take for delivery?

Our shipper gives the following typical delivery times:

UK:: 3-4 business days
US:: 6-12 business days
EU:: 4-6 business days
Rest of the world:: 8-12 business days

However the shipper’s small print means you should allow 30 days for order processing and delivery in the event of busy sales periods or other unforeseen delays.

I’ve ordered the book as a gift, but I’m worried it won’t arrive in time.

Unfortunately, we can’t guarantee delivery by a specific date or track packages once they have been dispatched. However, if you have ordered Lifting Shadows as a gift and are worried it may not arrive in time, you might like to download and print one of our gift certificates to keep in reserve. You can personalize the certificates with the edition of the book you have bought, your name, and the recipient’s name. To download the certificate you need, click here. Please note these certificates do not constitute proof of purchase, and are valid only with a corresponding, completed order.

Will I pay import tax?

Books are shipped from the United Kingdom. We therefore do not expect customers in either the European Union or United States to incur import taxes. Import tax rules may vary in other locations. Please note that any import taxes are not included in any payment to Essential Works.

My country has a high import tax. Can you mark the customs declaration as a ‘gift’?

Unfortunately, we cannot alter customs declarations to reflect value or circumstances other than those surrounding the order. All items are marked as ‘books’, and value is declared at the full purchase price. Declared customs values will not include shipping costs.

Can you guarantee delivery by a certain date?

Sorry, we are unable to guarantee a particular delivery date. If you are ordering the book as a birthday or Christmas gift, please try and allow as much time as possible.

Can I track my delivery?

Unfortunately, postal deliveries are not trackable.

Can I arrange for courier delivery?

Sorry, courier delivery is not available for this product.

Can I collect the product from Essential Works in person?

No. Unfortunately, orders can only be delivered via the post.

My confirmation email contains odd characters in my name and address. What should I do?

Sometimes, accents and other special characters can get scrambled. If the name and address details shown in your confirmation email contain errors, please email the correct details to the address given in your confirmation email. We’ll then make any corrections.

I entered the wrong delivery address on my order. How do I change or update it?

Locate the email titled ‘Your order from Essential Works’ and use the link towards the bottom under ‘To view your order and check the progress of your delivery, please click the link below’. This will allow you to update your delivery details provided the order has not been processed for dispatch. After this time, it may be too late to change your address as your book will already have shipped. In this case, we recommend that you make arrangements to collect your order from your previous address, as we will not be able to replace your order or refund your purchase in these circumstances.

I haven’t received my order. What should I do?

Sometimes packages do get delayed or lost in the mail. We ask that you allow 30 days for delivery, but if you think there is a problem please do contact us stating your name and either the cart number or transaction ID number from your order confirmation. If you entered incorrect or incomplete address details when making your order, you may be required to pay additional shipping costs to redirect your package.

Problems and refunds

My order was damaged or defective on arrival. What should I do?

We check all our products to ensure that they are shipped in good condition. However, Essential Works cannot be held responsible for damage incurred during shipping. Should merchandise arrive damaged, please contact us with your full name and postal address, any email confirmation received, and your order number if applicable.

Once you have provided us with a description of the damage or defect we will provide further instructions for its return. You will be responsible for any associated postage charges in returning the item – however, once the item is determined to be damaged as a result of damage during shipment or manufacturing fault, postage charges will be refunded upon receipt (although we cannot refund any priority, express or courier component of the postage charge).

Essential Works will provide replacements for any damaged or defective item while still in stock; we are unable to offer refunds as an alternative to replacement. Should a replacement for a damaged or defective product be unavailable, we will provide alternatives – such as store credit, alternative product replacement, or full refund.

You must contact Essential Works within 30 days of receipt of any damaged or defective items to arrange an exchange or refund. Requests received outside the 30-day period may not be possible, and will be at the discretion of Essential Works.

I want a refund. What do I do?

Please read and follow our refund policy.

Lifting Shadows

The Authorized Biography of Dream Theater. Now Fully Revised and Updated.