FAQ

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

Simple registration

Click here to fill in your personal information, then hit the ‘submit’ button

Activation

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

2.What should I do if I do not have an email address?

There are a lot of free email services like Google and Yahoo. You can apply one for free. You may also use your email provided by your internet service provider for registration.

3. Forgot password

Don’t worry. You can reset your password by going to the “Sign In” page and then click “Forgot Password”. The password must have at least 8 digits with a combination of numbers, letters and special characters, i.e. at least one number, one capital letter, one small letter, and one special character (e.g. !@#?).

4. Update Profile

Simply click on your profile name at the top right hand corner of the website, and you can update your personal information on the "My Account" page, click “Update” when you complete.

5. Can I login to Domeo through CLP Mobile App or CLP web service?

Yes. However, a Domeo account is required to link to your CLP account.

Please ensure your login information is being protected as you can access Domeo account directly from CLP’s logged account.

6. If I am not a CLP power supply customer, can I register a Domeo account?

Yes! A CLP account is not necessary for Domeo account registration. Anyone with a valid email can register as a Domeo member.

7. I’m about to move to Hong Kong Island, would it affect my Domeo account?

No. CLP account is not necessary for Domeo account registration. All you need is a valid email.

1. How can I change the delivery information for my existing order?

Yes, you can call our product sales hotline (Tel: 26782626) for any delivery information changes.

2. When will my packages arrive?

Merchant Delivery

The item will ship directly by merchant(s) and they will contact you to confirm the delivery day.

Self-pickup Product

A confirmation email will be sent to you, while you should receive a pickup notification by SMS after minimal 10 working days. Customers must complete the redemption within 10 days after receiving the notification. (Remarks: SMS notification only available for self-pickup at Smart Energy @ Mong Kok.)

Product pick-up location: (Only applicable to Electrical Appliances and Household Products Order)

• Smart Energy @ Mong Kok
  Address: 188 Sai Yeung Choi Street South, Mongkok
  Business Hour:  Mon - Sat: 11:00 A.M. - 7:00 P.M. (Closed on Sundays and Public Holidays)
• Kar Kar Redemption Centre (MongKok)
  Address: 17/F, Prosperity Centre, 982 Canton Road, Mong Kok (MTR Mong Kok Station, Exit E1)
  Business Hour: Mon - Sat: 11:00 A.M. - 7:30 P.M. Sun: 1:00 P.M - 5:30 P.M (Closed on Public Holidays)
• Kar Kar Redemption Centre (Kwai Chung)
  Address: Rm 717, 7/F, Blk 1, Golden Industrial Building, 16-26 Kwai Tak Street, Kwai Chung
  Business Hour: Mon - Fri: 9:00 A.M. - 6:00 P.M. Sat: 9:00 A.M. - 1:00 P.M. (Closed on Sundays and Public Holidays)
• Kar Kar Redemption Centre (Causeway Bay)
  Address:1/F, Ka Nin Wah Commercial Building, 423-425 Hennessy Road, Causeway Bay (MTR CWB station Exit B)
  Business Hour: Mon - Sat: 11:00 A.M. - 7:30 P.M. (Closed on Sundays and Public holidays)

The following information must be presented when receiving the goods:

1. A valid confirmation email (each confirmation email of the purchased self-pickup product can only be used once on or before the expiry date, which cannot be extended)
2. Credit card must be presented at the pickup counter (printed copies are not acceptable)

3. When will I receive the redeemed rewards?

1. By Post - rewards will be mailed to your correspondence address within 15 working days
   after receiving your request to redeem; or
2. Electronic coupons: e-coupons will be stored in your Domeo account immediately after
   successful transaction. You can check it anytime in your E-coupon wallet by going to the “My
   Account” page.

4. What if my order (purchased products or rewards) has been cancelled or need to be refunded due to the product damaged?

Please go to the Contact Us (URL) page to contact our customer service if your order has been cancelled or need to be refunded.

1.  How to convert Eco Points to Domeo points？

You can place your favourite items in your shopping cart same as before. The system will ask you to login CLP account for points conversion during checkout process. Currently the conversion rate of Eco Points to Domeo points is one to one.

Eco Points will be deducted from your electricity account immediately after the conversion is successful, and it cannot be changed or cancelled. All Domeo Points will be expired at 23:59 on December 31, 2022. All points should be used before expiry date, any unused points will be expired and be forfeited. 

2. How to earn Domeo points？

Currently we offer points conversion from Eco Points to Domeo Points. You may refer to here for how to earn Eco Points by joining the CLP Eco Rewards.

Points can only be converted from one electricity account for each redemption. In case of violation, CLPeC reserves the right to cancel the relevant transaction without prior notice.

If you do not have enough points, please see the Earn Points Strategy.

3. Smart Shopping will shift over to Domeo, will it affect to my Eco Points?

Eco Points can still use in Domeo, while customer need to register as a Domeo memerbs, and convert the Eco Points to Domeo points during checkout process. We will provide more ways to earn Domeo points, please stay tuned.

5. What is the difference between Domeo points and Eco Points?

In Domeo platform, it is necessary to convert Eco points to Domeo points before redemption. Currently, the conversion rate between Eco Points and Domeo points is in ratio 1 to 1. We will provide more variety of Home products and Rewards, you will find more places to enjoy your privileges!

5. How to convert points and do redemption?

1. Place your favourite items in shopping cart. Then click the shopping cart to checkout. Enter the delivery address and continue.
2. Click the box “I understand that only member of CLP Power Connect community can enjoy the selected Eco-rewards offers. I agree to join CLP Power Connect Community (See Power Connect Terms and Conditions), then click “Convert Now’.
3. Login to CLP account and perform the points conversion. For details, please see our Quick Start Guide.
4. If you don’t have enough Eco Points, you can visit Power Connect web pages to get some tips from Earn Eco Points.

1. If my order’s delivery date is scheduled after system upgrade, will there be any impact?

No. Once the orders confirmed, Smart Shopping will automatically sent the order to the distributor.

Distributor will arrange the delivery on their agreed schedule. Please keep the order number for your future tracking or enquiry.

2. Do I need to update bookmark of Smart Shopping website to Domeo website in my browser?

No. All URLs will be redirected to new website. However, we suggest you update the links to the new Domeo website for better user experience.

3. What is the difference between Smart Shopping and Domeo?

New platform Domeo will provide a brand new experience as well as new products, services and Rewards to our customer. In addition, we will provide more point earning option in the future so you can redeem rewards faster. Please stay tuned.

4. Does CLP operate Domeo?

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

5. I am a CLP Customer, what should I do before shopping in Domeo?

If you are a CLP customer, we may need to connect your CLP account to Domeo account. Please prepare your CLP account login email, password and mobile number for the account connection. For any enquiry, please call our General hotline: 2280-4862 (Working hours: Mon - Sat, 9am to 6pm, closed on Sundays and Public Holidays)

6. How to become a partner of Domeo?

Please click “Contact us” and leave your contact information by filling up the e-form with subject “Promotion & Parentship”. We will reach out to you once we receive your enquiry.