FAQ

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Eco Rewards EcoPoints
Domeo

Eco Rewards account is based on CLP electricity account.​

Domeo account is based on individual. 

Your Eco Points will remain in your existing CLP online account​.​

This is our redemption flow: first pick your rewards, then login your CLP online account to convert Eco Point to Domeo point at checkout stage to complete the redemption. So don't worry when you see your Domeo point balance is "0".

You can continue to earn Eco Points via different energy saving activities, please find Eco Points Strategy here.

You can convert Eco points from different CLP account in each transaction, so you have more flexibility to manage different CLP account within one Domeo account!#

We will introduce more ways to earn Domeo points, please stay tuned.​​


#In each point conversion, to protect your/family's CLP account, you are required to log in to the account for further verification.


Account

1. How do I register / activate my Domeo membership?

To register:

To register: Fill in your personal details here, then click the ‘Register’ button.

To activation: 

Check your email inbox for the confirmation email, and click the “Confirm your email” button to activate your account.

2. Can I still register for a Domeo account if I do not have an email address?

You need a valid email address to register for a Domeo account. You may apply for one from a free email service provider like Google or Yahoo, or use the email address provided to you by your internet service provider.

3. What should I do if I forget my password? 

Click 'Forgot Password' on the Login page and enter your registered email address for confirmation. A verification email will be sent to you, through which you can reset your password by clicking 'Set A New Password'. Your new password must be at least 8 characters long and comprise at least one number, one uppercase/capital letter, one lowercase letter, and one special character (e.g. !@#?).

4. Can I log into my Domeo account through the CLP Mobile App or CLP website?

Yes, you can log into your Domeo account through the CLP Mobile App or CLP website. You need to be logged into your CLP account to log into your Domeo account, so please ensure your accounts are linked and that your login information is secure/protected.

5. Can I still register for a Domeo account if I am not a CLP customer?

Yes, you can log into your Domeo account through the CLP Mobile App or CLP website.

You need to be logged into your CLP account to log into your Domeo account, so please ensure your accounts are linked and that your login information is secure/protected.

6. Can I still register for a Domeo account if I am not a CLP customer?

Yes! Anyone with a valid email address can register for a Domeo account.

7. What should I do if I encounter problems linking my Domeo and CLP accounts?

Problems can occur for the following reasons:

(1) Trying to link an account with an address that has been transferred. Transferred accounts are not eligible for linking. Please check if the new address has already been registered or if you can link your transferred account to the new address.
(2) Cancelling midway through the linking process. In this case, we recommend restarting/retrying the linking process.

8. Will my Domeo account be affected if I move to Hong Kong Island?

No. You do not need a CLP account to register for a Domeo account. All you need is a valid email address.

9. How do I deactivate my Domeo account? Can it be reused in the future once it is deactivated?

To deactivate your Domeo account, please contact our Domeo Sales & Customer Services Hotline at (2678 2626). Your deactivated Domeo account cannot be reused in the future. If you would like to shop or redeem rewards fon the Domeo platform again, you must reregister for a Domeo account.

10. What does my Domeo QR code do?

A unique QR code is assigned to every Domeo member account. You can present your QR code when you shop or redeem rewards at CLP’s customer service centres for more convenience. 

Order & Delivery

1. Can I change the shipping information for an existing order?

Yes. Please contact Domeo Sales & Customer Services Hotline at  (2678 2626)  for assistance.

2. Will I incur any additional fees for enjoying the Domeo Direct Delivery service?

Our Domeo Direct Delivery service is free for single orders with a net purchase value of $500 or over (selected items only). For single orders with a net purchase value of under $500, an extra $100 delivery fee will be charged (per order). This fee is not included in the purchase amount and excludes delivery to Discovery Bay, Ma Wan, Tung Chung, Hong Kong International Airport and all outlying areas.

Your net purchase value is calculated by deducting all discounts or discount code offers. 

3. How do I enjoy the Domeo Direct Delivery service?

Upon a successful order placement, select 'Domeo Direct Delivery' on the checkout page, then choose the shipping date and time for delivery to your appointed address.

4. Will my order still be delivered if a typhoon signal is hoisted or extreme weather occurs on the shipping date/time? 

If a typhoon signal no. 8 or above is hoisted or extreme weather (e.g., black rainstorm) occurs, our delivery services will be suspended. Please check our latest updates on the situation.

5. What are my options for pick-ups?

  1. Pick-up at 7-11
    Pick-ups at 7-11 are free for single orders with a net purchase value of $500 or over. Generally, your orders will be delivered within 5-7 working days (excluding outlying areas). You will receive a pick-up notification SMS with a self pick-up code when your order is ready for collection. Please present this SMS at your pick-up point and check/confirm that your order is correct before leaving.
  2. Pick-up at Kar Kar Redemption Center:
    To pick up your order at a designated redemption centre for free, you can select 'Pick-up at Redemption Centre' and designate the branch when checking out/completing the payment for your order. You will then receive a confirmation email and pick-up notification SMS after 14 working days. Please collect your order within 14 days after receiving this SMS. Collection deadlines may vary for certain promotional products.
  3. Pick-up at Smart Energy@MongKok
    Pick-up at Smart Energy@MongKok are free. Generally, your orders will be delivered within 10 working days. Please present your pick-up notification SMS when collecting your order.

*Reminder: The pick-up notification SMS will only be sent to the mobile number you entered upon confirming your order. Please remember to enter the correct mobile number when checking out. No returns or rebates are allowed after you collect your order. Please bring your own bag(s) if necessary, as no shopping bags will be provided.

6. What happens if I fail to collect my order within the pick-up period? 

If your order is not collected within the pick-up period, we will assume that it has been given up/forfeited.

7. Can I send a representative to collect my order from a pick-up point? 

Yes. You can authorise a third party to collect your order from our pick-up points (except 7-11). Please click here for details.

8. How do I change my shipping date/time for the Domeo Direct Delivery service?

Our Domeo Direct Delivery service is available from Monday to Saturday (10:00 am – 9:00 pm) only. There will be no deliveries on Sundays and public holidays. If your order status is marked as 'Order Confirmed' or 'Processing', please contact our customer service hotline at 2280 4862 to change your shipping date/time. We reserve the right to reschedule or delay deliveries and charge handling fees according to the circumstances.

9. What do I do if I only need one item in my order to be delivered via the Speedy Delivery service?

In this case, we recommend making separate orders and selecting 'Speedy Delivery' for the relevant order.

If product A in your shopping cart is marked with 'Speedy Delivery' and product B is not, the Speedy Delivery service will not apply to the entire order. We recommend that you separate products A and B into two orders, so that Speedy Delivery still applies to product A.

10. If I purchase a product that Speedy Delivery applies to but is less than $500 in value, will I incur any additional shipping fee(s)?

Yes. Free delivery only applies to single orders with a net purchase value of $500 or over (after deducting all discounts or discount code offers). For single orders with a net purchase value of under $500, you can opt for self pick-up (if available) or pay an extra $100 delivery fee. This fee is not included in the purchase amount and excludes delivery to Discovery Bay, Ma Wan, Tung Chung, Hong Kong International Airport and all outlying areas. For the Speedy Delivery service, another $100 fee will apply.

For example, if you purchase a $399 product marked with 'Speedy Delivery', a total of $200 in delivery fees will apply, i.e., $100 delivery fee for orders under $500 + $100 fee for the 'Speedy Delivery' service.

11. Why can't I find a product marked with 'Pick-up at 7-11' on the checkout page?

Pick-ups at 7-11 may not be available for certain products due to factors such as product size, value, and weight. Please refer to the checkout page for actual delivery options.

12. When will I receive the rewards I redeemed?

If you requested to receive your rewards by post, they will be mailed to your correspondence address within 15 working days.

eCoupons will be stored in your Domeo account immediately after a successful transaction. You can view them by going to your e-coupon wallet under 'My Account' at any time.

13. What happens if my order has been cancelled or I need to be refunded due to a damaged product?

Please contact Domeo customer service hotline at (2280 4862) for assistance.

Domeo Point 

1. How do I earn Domeo Points?

You can earn Domeo Points by participating in CLP's activities. For more details, please refer to our website. Please note that unused Domeo Points will be invalid after their expiry date(s). All Domeo Points will be automatically deducted from your account and the transaction cannot be cancelled or revoked once completed.

2. How are Domeo Points and Eco Points different?

Starting from 1 March 2023, CLP's Eco Points will be replaced by Domeo Points. Once you link your CLP account to your Domeo account, all the Eco Points you previously earned will be automatically credited to your Domeo account. You can link up to 10 CLP accounts to one Domeo account, allowing you to share rewards with your family and friends.

3. Why I can’t see the points I earned from CLP under 'My Points'?

Your Points balance will be updated and reflected in your account within one hour. Should you have any questions, please contact our Domeo Sales & Customer Services Hotline at 2678 2626 (Monday to Saturday, 9:00 am – 6:00 pm; closed on Sundays and public holidays).

4. Do Domeo Points have an expiry date?

Your Domeo Points are valid for at least two years from the date they are earned. The expiry dates typically fall on 31st March, 30th June, 30th September and 31st December of every calendar year as follows: 

Domeo Points earned (w.e.f. 1 March 2023) Domeo Points expiry date
1 January - 31 March (within the year) 31 March 2 years later
1 April - 30 June (within the year) 30 June 2 years later
1 July - 30 September (within the year) 30 September 2 years later
1 October - 31 December (within the year) 31 December 2 years later

All your Domeo Points should be used before their expiry date(s), otherwise unused Domeo Points will be forfeited. Please refer to 'My Points' for your Domeo Points record and expiry date(s). We reserve the right to adjust or cancel any Domeo Points that have been credited incorrectly, or not in accordance with, or in breach of, our terms and conditions at any time, with or without any prior notice.

5. How do I check my Domeo Points record and expiry date(s)?

You may log into your Domeo account and click 'My Points' to check your points balance and their respective expiry dates.

6. How do I use my Domeo Points to redeem rewards?

Steps for redeeming rewards with your Domeo Points:
1. Place your rewards of choice into your shopping cart.
2. Click the shopping cart icon to checkout.
3. Enter your personal details and select your delivery method.
4. Check and confirm that all the information is in order.

Please note that you are not allowed to cancel your redemption or be refunded upon confirmation.

7. Will the suspension of CLP’s Smart Rewards affect my points?

If you do not register for a Domeo account and link it to your CLP account on or before 29 February 2024, all your Eco Points will be automatically cancelled and will not be re-issued.  

8. How long will it take for the points I earned to be credited to my Domeo account?

The Points you earned will be credited to your Domeo account within 24 hour.  

9. How do I manage my points if I have more than 1 CLP account?​

You can combine all the Points from up to 10 CLP accounts to your Domeo account to redeem products/services. ​

10. Can all the points from my CLP accounts that are bound to Domeo be used together?

Yes! You can combine all the Points from your CLP accounts that are bound to your Domeo account and use them together.

11. Can I transfer my Domeo Points to others?

No, you cannot transfer your Domeo Points to others.  

12. What happens to my points if my order or product is cancelled or refunded?

If your order or product is cancelled or refunded, the Domeo Points for that order or product will be credited back to your Domeo account.

About Domeo Rewards Program

1. What is the Domeo Rewards Programme?

Starting from 1 March 2023, CLP's Eco Points will be replaced by Domeo Points. Once you link your CLP account to your Domeo account, all the Eco Points you previously earned will be automatically credited to your Domeo account. You can link up to 10 CLP accounts to one Domeo account, allowing you to share rewards with your family and friends.

2. How is the new Domeo Rewards Programme different?

Starting from 1 March 2023, the Domeo Rewards Programme will be enhanced. On top of being able to link up to 10 CLP online accounts to one Domeo account, you can bring your rewards experience to the next level with an easier way to track and redeem points on a single platform!

Customers who already have Domeo account and CLP online account linked

No action is required.

Your Eco Points will be automatically converted and transferred to your Domeo account from 1 March 2023.

Customers who have Domeo account but have not linked their CLP online account  Link your CLP online account to your Domeo account to have your Eco Points automatically converted and transferred to your Domeo account from 1 March 2023.
Customers who do not have Domeo accounts yet

Register a Domeo account on Domeo website.


Link your CLP online account to your Domeo account and have your Eco Points automatically converted and transferred to your Domeo account from 1 March 2023.

3. Will I be able to use my Eco Points after 1 March 2023?

Starting from 1 March 2023, CLP's Eco Points will be replaced by Domeo Points. Eligible residential customers can earn Domeo Points by linking their CLP online accounts with their Domeo accounts. You will be able to redeem your Domeo Points for products or services on the Domeo platform. Holders of CLP residential accounts with addresses that have been transferred and non-residential account holders will not be eligible to earn Domeo Points.

If your CLP online account is not linked to a Domeo account on or before 1 March 2023, you will no longer be able to use the CLP Eco Points in your account. You will need to link your CLP online account to your Domeo account, so that the Eco Points that you earned will be automatically converted into Domeo Points.

4. Does CLP operate Domeo?

CLPe Commerce, a wholly-owned subsidiary of CLP Holdings Limited, operates the Domeo eShop.

5. As a CLP customer, what should I do before shopping on the Domeo platform?

If you are a CLP customer, you need to link your CLP online account to your Domeo account. Please prepare your CLP online account login email address, password and mobile number to do so. Should you have any questions, please contact Domeo Sales & Customer Services Hotline at 2678 2626 (Monday to Saturday, 9:00 am – 6:00 pm; closed on Sundays and public holidays).

6. How do I become a partner of Domeo?

Please contact us by filling up this e-form with the subject 'Promotion & Parentship'. Upon receiving your enquiry, we will reach out to you as soon as possible.

Payment

1. What is a CVV?

CARD VERIFICATION VALUE," or CVV, serves as an anti-fraud measure aimed at verifying the cardholder's possession during the order placement process.

The CVV is a numerical code comprising either three or four digits, and it is typically imprinted on either the front or back of the credit card.

The specific location of the CVV varies depending on the type of card:

 

 

  • American Express: This card features a four-digit CVV printed on the front of the card, situated above the termination point of the embossed account number.
  • MasterCard / Visa: For these card types, the CVV consists of the final three digits, imprinted on the signature panel located on the card's back, following the account number.
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