Whether you’re wondering when you may see the Bounty photographer or need to know how retrieve your portrait security number, or claim our free gifts, we have all your frequently asked questions and the answers you need.
Having your baby’s portrait taken
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.
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.
Q - Can a Bounty photographer come to my house?
Unfortunately not. Bounty Photographers are only insured to take portraits in hospitals
Q - I missed the photographer in the hospital; can I still have photos taken?
Depending on your hospital, and providing it is within 8 weeks of your baby’s birth date, we may be able to arrange for you to return to the hospital for a portrait session. Simply call our Customer Service team on 03458 300 300 who will be able to advise further.
Logging on to your Portrait online account
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 going here and clicking "Forgotten your Security Number?" 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
Have you entered your correct postcode, using uppercase letters? Have you moved recently? You need to enter the postcode that you provided to the photographer at the time of baby’s birth. If you have checked this and are still unable to log on, please contact our Customer Service team on 03458 300 300.
Storing your baby’s images
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. Providing you gave the photographer your e-mail address, you will receive an e-mail from Bounty confirming when they are available to view. If you cannot access them, please call our Customer Services team on 03458 300 300
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 4 years, after which time they will be deleted. If you wish to have the portraits removed earlier than this, please contact our Customer Services team
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 Gallery page when you have logged in to your account.
Placing an order
Q - If I have a free Bounty Portrait session, do I have to make a purchase?
You are under no obligation to have a free Bounty portrait session, however if you do decide to, you can enjoy the benefits of our free Announcement Service along with a free portrait gift. 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.
Q - How do I claim my choice of Bounty Portrait free gift?
We offer everyone who has their baby photographed the choice to claim one of three free gifts (keyring, wallet card or 8 passport size prints). Simply use your Portrait Security Number (PSN) to order in hospital, online at bounty.com/portrait or call customer services on 03458 300 300.
Q - Why do I have to buy a Collection or Core product before I can by other products?
The cost of providing our unique service in hospitals needs to be covered, and in order to do so we require a minimum order value for first purchases. Prices start from as little as £19, and once purchased you are eligible to purchase any products in our range
Q - How does the Half Price offer work?
Once you have purchased one product from our Digital or Print Collections, you are eligible to get any additional Core print product (of the same value or less) at half price
Q - Can I change or cancel my order?
Orders may be cancelled or amended within 24 hours of being placed, by contacting our Customer Service team on 03458 300 300.
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 be processed once full payment has been received.
Q - How can I change my pre-agreed payment date?
Simply call our Customer Service team on 03458 300 300, and they will be able to change your payment date for you
Delivery of my order
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 or mugs) then they may be sent separately.
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.
Q - I haven’t received all or part of my order; what should I do?
Please 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 call our Customer Service team on 03458 300 300, and they will check the status of your order. Royal Mail terms state that 15 working days must be allowed for, therefore if no delivery has been received after such time, contact our Customer services team again.
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 the quality issue. They will see if the portrait can be improved, or else offer to reproduce your product in a different image
Q - How do I change my delivery address?
To change your delivery address, please call our Customer Service team on 03458 300 300. Please note delivery addresses cannot be changed once the order is dispatched.