I had no idea it was that bad!
Anyway, allow me to update the info.
So I finally managed to talk to him on the phone. When I told him what was going on he sounded extremely surprised. He apologized so many times, that I have to believe he meant it... He asked me for 24 hours, so he could find out what the problem was.
The next day I got an e-mail from him explaining that apparently the transport van had broken down and they moved the cargo to another van/truck and they got the parcels mixed up, so my parcel never made it to the GLS warehouse and was in fact sitting in a ladies purses/bags warehouse. GLS apologized and the parcel was finally scanned at their warehouse and is on its way to Portugal.
So it looks like all's gonna be ok (but I'll wait for the package to arrive before closing this subject).
Anyway, one of the problems I had was communicating with him, and I told him that. He explained that he gets "hundreds of spam e-mails" and he has a hard time managing his inbox. At a certain time, he told me he was alone in the company and had way too much work, so it was sort of difficult for him to do everything at the same time. Always saying sorry for the delays and stuff.
I really don't know what to make of all this. He sounds like a really nice guy on the phone and seamed very upset with all this hassle. He even said something that makes a lot of sense to me, which is that he has nothing to gain in giving a bad service/support, that his reputation was on the line. But I think he really has to get organized if he wants to keep the shop open.
Well, that's about it for now. I'll let you know how it ends in a few days (hopefully).