Frequently Asked QuestionsThose are common inquiries & questions from our international customers. If you need assistance at the time of move-in or during your stay, please refer to the following.

videocamVideo regarding Common Courtesy

This video introduces common courtesies in Japanese society. Please be sure to check it before moving in so that you can avoid any troubles with your neighbors.


Apartment Use Service Guide

Our Service Guide explains important reminders, such as how to use the room facilities and how to cancel the contract etc. If you need any assistance, please refer to our Service Guide first of all.


  1. FAQ TOP
  2. Front door and Room keys
  3. Can you borrow the key of the room at the store?

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Can you borrow the key of the room at the store? Updated date 2017.07.05

If you are the resident, you can borrow the key temporarily.

Please bring your own identity confirmation documents and visit us.
The items that can be used as a confirmation document for the person in question are the following documents.

  • Driver's license
  • Passport
  • Basic Resident Register Card(住民基本台帳カード)
  • Insurance Card
  • Employee ID Card
  • Student ID
  • Residence Card, Special Permanent Resident Certificate

We do not keep the key of the room except in the jurisdictional store, so we can not give you the key even if you visit us. In the case of unknown jurisdictional shop, please confirm by telephone in advance.

Also, the key you borrowed will be returned during the business hours.

Confirm store / business hours

※In some cases, we may verify the information of the contractor as necessary.
※If you are a registered person living in the same house, you may be asked to confrim with the contractor.
※Please note that we can not lend out the key to those who are not the contracted person, or who do not have delivery as a living person.


If you lose the key, you will pay 1,296 yen (included tax) as a key margin at the time of leaving.

※"Depending on the reason for the exchange, you may be required to pay expenses to the customer, so please consult us when contacting us.

For details of the service, please confirm here.

Duplicating Key

If you are replicating the key you lent out, you can dupicate (make a key / spare key) as long as it is the key type shown below. Please bring it to your nearest shops such as key smith, and make a spare key, please return it.


The key of the following type (card key / dimple key) can not be copied.
Therefore we have handed out 3 or 2 keys. Please note that additional deliveries are not possible.




For those who are currently living in Leopalace apartment, please use the following form to send us the inquiries about your daily life.

Inquiry form

Inquiries by phone

Telephone inquiries are also available at the following numbers.


(Business hours: 10 a.m.-7 p.m.)

Available languages are Chinese, Korean, English, Portuguese, and Vietnamese.

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