Order never shipped or registered
EDIT:
Turns out I didn't actually send a mail to the support (or at least I did but my mail client didn't sent it until just now, so it was hanging for 5 days) and that I had used another email instead of the one I was checking in using the shop.app .
The reason why I still haven't received the package and the tracking info is simply because the order is backlogged and will be shipped tomorrow, props to u/S3XY_Buttons for promptly replying to this thread and to my messages on reddit
So I've just bought a knob + commander, 300€ total.
The order was placed more than 10 days ago, I paid with PayPal and the money was deducted. On my enhanced shop account the order doesn't appear, I didn't get any confirmation email and no tracking. So basically they've just stolen 300€ from me, support doesn't reply to the emails of course. I'll be opening a dispute via PayPal