Frequently Asked Questions

Got a query? It may be covered here. Just click to open the sections below and see if your question is listed with an answer.

Q - What is a PSN/Portrait Security Number?

When you have a Bounty portrait session, you will be given a unique Portrait Security Number (PSN) by the Bounty photographer. This is a unique code that (along with your postcode) allows you to access the Bounty Portrait website to view your baby’s images. You will need to keep this safe and only pass it on to people who you consent to viewing and/or purchasing images of your baby.

Q - I’ve lost my PSN

You can easily retrieve your Portrait Security Number by clicking here. You will just need your e-mail address (that you supplied to the Bounty photographer), or your surname and postcode.

Q - My PSN doesn’t seem to work and I can’t log-in

Once the Bounty photographer has taken images of your new baby, they are normally available to view within 48 hours. Once they are ready, if you provided your contact details, you will receive a notification.
You need to enter the postcode that you provided to the photographer at the time of baby’s birth. Please remember, we only store your images for a maximum of 4 years.
If you have checked this and are still unable to log on, please contact our Customer Service team by clicking here

Q - How do I check if Bounty Portrait operates in my local hospital?

It’s easy! Simply click here and enter your postcode. You will be presented with a list of all the hospitals local to you that offer the Bounty Portrait service.
Currently, Bounty photographers are staying home to protect the NHS. We look forward to offering our service once restrictions lift.

Q - How do I make sure I don’t miss the Bounty Photographer?

Our photographers usually visit the wards in the mornings, from 9:00am. The service is offered 7 days a week. Currently, Bounty photographers are staying home to protect the NHS. We look forward to offering our service once restrictions lift.

Q - Can a Bounty photographer come to my house?

Unfortunately not. Bounty Photographers are only insured to take portraits in hospitals

Q - How long do I have to wait to view my baby’s images online?

Once the Bounty photographer has taken images of your new baby, they are normally available to view within 48 hours. Once they are ready, if you provided your contact details, you will receive a notification.

Q - How long do you keep my baby’s images for?

With effect from February 2017, your baby’s portraits will be kept for a maximum of 4 years, after which time they will be permanently deleted. If you wish to have the portraits removed earlier than this, please contact our Customer Services team by clicking here

Q - How do you store and protect my baby’s images?

Your baby’s images are stored on a secure server and access is password protected. Only you and anyone you choose to share your Portrait Security Number (and postcode) with will have access to the portraits.

Q - How do I use your Announcement Service to share my images?

There are two options.
⦁ Via Facebook – You can share a single (watermarked) image via Facebook
⦁ Via E-mail – You can send an automated e-mail to your chosen friends and family, inviting them to view all your baby’s images online
Both options can be found on the 'Your Portraits' page when you have logged in to your account.

Q - How can I order my Bounty Portrait images?

You can choose to order with your Bounty Photographer in the hospital or you can browse our range of quality products and place your order online by logging into your account here. If you need assistance to place your order, please contact our Customer Services team by clicking here.

Q - If I have a free Bounty Portrait session, do I have to make a purchase?

You are under no obligation to make a purchase. The images taken are uploaded onto our secure website within 48 hours, which you can then access using your Portrait Security Number and postcode. You can also enjoy the benefits of our free Announcement Service along with a free portrait gift

Q - Can I change or cancel my order?

Orders may be cancelled or amended within 24 hours of being placed. Please contact our Customer Services team as soon as possible by clicking here.

Q - How do I claim my choice of Bounty Portrait free gift?

Simply log in to your account using you portrait security number and post code where your free gift can be ordered online.

Q - If I choose to make a purchase, what methods of payment are available to me?

You can choose to pay either on the Maternity ward or online at a later date. We accept the following methods of payment;

Maternity Ward:
Cash, Visa, Mastercard, Maestro, JCB, American Express

Online
Paypal, Visa, Mastercard, Maestro, JCB, American Express

Q - Can I order now and pay later?

You can place an order in hospital and agree a future date for your payment to be taken. Your order will not be processed however until full payment has been received.

Q - How can I change my pre-agreed payment date?

Simply contact our Customer Service team at least 48 hours before your payment is due to be taken by clicking here, and they will be able to change your payment date for you. Please include the date you wish your payment to be changed to.

Q - How do I change my delivery address?

To change your delivery address, please contact our Customer Service team by clicking here. Please note, depending on the status of your order, we may not be able to amend your delivery.

Q - How long does it take for my order to arrive?

Please allow up to 14 days for delivery of your order. Orders will only be produced once payment has been received in full. If your order includes bulky items (such as wall art) then they may arrive at different times. If you have ordered a digital download product, this will be available sooner (usually within 3 working days of full payment)

Q - How will my order be delivered?

Bounty Portrait uses Royal Mail 2nd class post for all deliveries, with the exception of our Triple Image Frame, which, due to its size, is sent using a courier service. If your order will not fit through your letterbox, and no-one is at home to take receipt of the order, a card will normally be left for you to collect the order form your local Post Office. If your order includes digital images, these can be downloaded directly from the Bounty Portrait website, just log-in and go to 'My Downloads'

Q - I haven't received all or part of my order; what should I do?

Please allow up to 14 days for delivery of your order. If you have not received your order after this time, check with your local Post Office, as it may be there awaiting collection. Should your order not be at the local Post Office, then please contact our Customer Service team by clicking here, and they will check the status of your order.

Q - I’ve received my order and I am not happy with it. What should I do?

When placing an order with Bounty Portrait, it is your choice which images you choose to have printed. Once produced, if you are not satisfied with the image(s) chosen, then we are unable to offer any form of refund, as the portraits are made to order. If any of the portraits are of an unsatisfactory quality, please contact our Customer Service team to discuss by clicking here. They will see if the portrait can be improved, or else offer to reproduce your product in a different image.

Q – When will my images be ready to download?

Your images first need to be QC'd by our Quality Control team. Therefore, please allow up to 3 working days from full payment. If you have provided an e-mail, we will e-mail you once they are ready to download.

Q – How do I download my images?

Once your order for digital images is fully paid, and your images have been QC’d by our Quality Control team, they will be ready to download. When you log into your Bounty Portrait account you will see a ‘My Downloads’ section at the top of the screen. From here you can view and download each of your images in colour and black & white by clicking on the buttons below each image.

Q – How long will my images be available for?

As per our T&C’s, Bounty Portrait keep your baby’s images for 4 years. After this they will be permanently deleted.

Q – I can’t download my images, what should I do?

If you have fully paid for your digital product and have allowed 3 working days for our Quality Control team to QC the images but are still experiencing problems, please contact our Customer Services team by clicking here.
Please note: if you made your purchase through an email invitation sent using our announcement service, you will need to access the account through this link again to download the images.

Q – Can I cancel my order?

Due to their personalised nature, Bounty Portrait products are non-refundable unless there is a quality issue. By downloading your digital product(s) you are confirming receipt of the product.