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 are Virtual Photoshoots at Home?

Virtual Photoshoots at Home photography is a new concept where a photographer will join you virtually to guide you through a photoshoot with your family, all through your mobile phone. We’re sure that your whole family will feel relaxed and enjoy the session, while we capture your special moments.

Q – Will you come to my house?

No, we can capture the photographs all through your mobile phone using a free App called Shutter. You will need to download this prior to booking, as you will need to provide your unique Shutter ID

Q – How long does it take?

A photoshoot takes around 30 minutes

Q – How much does it cost?

The photoshoot is free, but we do ask for a small deposit to secure your booking. This can then be redeemed against any order you subsequently make.

Q – How can I book?

Simply complete this form, selecting a date and time suitable to you. You will need to have the free Shutter app installed on the mobile device you are going to use for the photoshoot.

Q – What is the free Shutter App and how can I get it?

To carry out your photoshoot, you will need to download a free App called Shutter.

Once installed, you will receive a unique Shutter ID, which you need to provide when making your booking. At the time of your appointment, your photographer will then connect with you via the free Shutter app. 
 
Download the free App using the appropriate link below for your device type;  

Apple:Download on the App Store

Android: Get it on Google Play

Q – I need to change my booking, is this possible?

If you need to amend the date or time of your appointment we politely ask for a minimum of 2 working days notice, so that we can re-allocate the appointment.   
 
If you reschedule or cancel your appointment within 2 working days of your appointment, then unfortunately your deposit is non-refundable, and a new deposit will be required to book any future appointment. 

To rearrange your booking, please complete our Contact us form and we will be happy to help

Q – What do I need for the session?

To help you get the most from your session, here are some important things you will need:

• A fully charged phone or tablet
• A good internet connection
• A good source of natural or artificial light
• Some patience and a sense of humour!


Our Top tips to get the most from your photoshoot:

• Clothing: have your family wear matching or complementary colours.
• Your home: Please tidy the main areas of your home as the photographer will help you select the best setting for the shoot.
• Props: Anything of personal interest e.g. toys, books, hats, pets etc.
• Ways to keep your phone upright e.g. a chair, box, selfie stick, tripod etc.
Tips for a Newborn Portrait:

• A cosy, warm and recently fed (sleepy) baby 
• A soft blanket, bath towel or fluffy rug (to add texture and colour) 
• A special soft toy  
• Quirky accessories like hairbands, hats or caps 
• Anything to personalise your photos - maybe you have wooden blocks spelling baby’s name  
• Other family members - even pets! (we like to get everyone involved in the photos!) 
 

Q – Will the photos be good quality if taken virtually?

We pride ourselves on bringing our professional photography service to your home. We will guide you to enable us to deliver this virtually. As we are connecting through your mobile phone, the image quality will be determined by your phone's camera. Most phones have high specification cameras capable of taking good quality images.

Q – What happens after my photoshoot?

Your images will be uploaded to our secure website after your shoot. You will receive a link when your images are ready. You can then view your images and browse our range of products.

Q – How can I receive my photos?

There are different product options available, starting from just £5. Our full range is available to browse here

Q – I need help, who can I contact?

Please complete our Contact us form and we will be happy to help.

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 our 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 2 working days. 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 2 years, as per our T&C’s.
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 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 2 working days. 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 June 2021, images over 2 years old will be removed from our website and archived for 6 months, before being permanently deleted. If you wish to have the images deleted before this time, 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 2 working days, 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 my order once it has been submitted?

The time window for changes or cancellations is very short, so if you’d like to make a change, it is best to contact us straight away. We will do our best to accommodate your request, but as we’re usually very quick at processing and dispatching your orders, this may not be possible. Therefore, please try to ensure your order is correct before you check out.

Q - How do I claim my choice of 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 - I have a query with my order, how do I contact you?

Please contact our Customer Services team by clicking here.

Q - What should I do if I’m not happy with my order?

When placing an order, it is your choice which images you choose to have printed and how they will appear, any images that fall below the required standard will be flagged during the creation process.

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 products are of an unsatisfactory quality, please contact our Customer Service team to discuss by clicking here. We may ask you to provide us with photographic evidence of the quality defect in order to better understand and address the issue.

Q – How can I change the cropping of my print?

To crop your photo, click on the edit icon in the corner of your image. You'll see your photo in a bigger version, and a grid. Anything within this grid will be how your print is printed, anything outside will be cropped. To cut out a part of your photo, simply click and drag the corners of the grid. You can also drag the grid.

You can also choose to crop your photo in a landscape or portrait format. The option that fits your photo best will automatically be selected, but if you wish to change this simply use the options to switch the crop orientation or rotate the image.

Q – My photo is cropped, but I don't want it to be

If you see that your whole photo doesn't fit in the grid, it means that the photo has a different aspect ratio from the chosen print or product size. Some products or print sizes will always require an element of cropping from a standard photo size, we will always show you the exact crop required for each product so you can choose how it will be applied to your photo.

Q – Can I save my creations and come back later?

We will not store your uploaded images so please checkout once you are happy with your creation. If you are only using Bounty Portrait images, you can add these to your basket and come back later.

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 2 working days 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)

For non printed items we aim to dispatch within 2 working days of full payment, and deliver to you within 7 working days.
If you have not received your order within 14 working days, please contact our friendly Customer Services team by clicking here.

Q - How will my order be delivered?

Royal Mail 2nd class post is used 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 our 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, 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 with instructions on how to access your photos.

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. There are 2 options for previewing and downloading your images:

• Via the Joy Memories app (download for free on Google Play and Appstore) - When you log into your account, view your "Bounty Portrait Album" click on each image you wish to save and select the "Menu". From here you can download your images.
• Via the Bounty Portrait website - When you log into your 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 – What is the Joy Memories App?

The Joy Memories App allows you to organise all your photos into albums in a single place. You can also create family or friendship groups to share your memories with, away from social media. Your Bounty Portrait Album, containing your purchased images, is automatically created for you within the app. These images are safely stored for as long as you use the service. Your images can also be downloaded directly from the app.

Q – How long will my images be available for?

• A Via Joy Memories : Your photos will be available for the lifetime of you using the service.
• Via Bounty Portrait: As per our T&C’s, your baby’s images will be available for 2 years. After this they will be removed from our website and archived for 6 months, before being 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, all products are non-refundable unless there is a quality issue. By downloading your digital product(s) you are confirming receipt of the product.

Q – My item is faulty, how do I return it?

In the unlikely event that your item is faulty, please contact our friendly Customer Services team.
Fair wear and tear, misuse or abuse, cannot be classed as faults and we will be unable to refund for these reasons.

Q – What if I no longer require the order?

We are happy to refund any product that is returned within 14 days of receipt.
Please contact us to arrange for your items to be returned by clicking here
Note: If any items are not re-saleable they will not be refunded. For hygiene and safety reasons, this includes any items that have been in contact with cigarette smoke and/or pets, or if the item has been washed.

Q – Which files can I upload?

You can upload JPEG and JPG files.
Don’t worry if you’re not sure – upload your photos and we’ll flag any that you need to swap.

Q – How will I know if my photo is of good enough quality for my chosen product?

To help you when placing your order, we'll show you a warning if the resolution of your image is too low and the print may be blurry. A green smiley face indicates a great quality print, and a red face a poor quality print.

If you see an orange or red smiley, you can decide whether you want to change the image.

Q – Can I upload photos directly from Social media or Google photos?

No, only images stored on your device may be uploaded at this time.